Corporate Customer Service Manager
CMP Group Ltd.
Brampton Ontario
Salary: Neg Per Hour
Responsibilities
- Responsible for the direct supervision of team members
across North America. This includes, but is not limited to, selection,
training, performance evaluation and development, skills assessment,
discipline and termination.
- Manages and assess service statistics and prepare
detailed reports on their findings.
- Fosters a cooperative team environment conducive to the
sharing of information and training to promote independent decision making.
- Responds to escalated customer concerns and issues.
- Facilitates training programs to enhance customer
service performance and staff development.
- Ensures that the customer service department is
effective in the processing and expedition of customer orders.
- Action-oriented approach to efficient resolution of
product/service requests for customers.
- Initiates and supports continuous improvement efforts
that increase customer satisfaction and revenue throughout all areas of
responsibility.
- Supports the development and ensures implementation of
new systems and processes that improve efficiency.
- Leverages company database tools to create efficiency
in logistics and customer satisfaction.
- Responsible for overseeing the management of the Master data for customers in the ERP system
- Works collaboratively with customers and all internal
departments to drive customer satisfaction throughout the organization
- Maintains and ensures process workflow, standard
operating procedures (SOP) and documentation are up to date.
- Supports the Finance team with the administration of
collections initiatives and ensures that cash and credit card sales are
paid prior to being released to shipping.
- Provides basic quotation services
- Timely and accurate sales lead information.
- Facilitates Customer Returns and oversees the returns
process and works with other functional groups in the organization to
expedite the processing of credits.
- Facilitates Warranty Claims and oversees the Warranty
process.
- Participates or provides resources as exhibitor at
trade shows as required.
Quality
- Participate in Quality Audits as an Internal Auditor.
- Ensures that subordinates participate in internal
audits as required.
- Closes outstanding Quality Reports within 14 days of issue.
Team building
- Conducts and documents 1X1 meetings with direct
reports, conduct annual performance review.
- Attends and participate in 1X1 meetings with the CFO.
- Participates and contributes in the Steering Committee
Meetings.
Training
- Work with direct reports to develop training plans for
all employees
Safety
- Promotes safe work practices as outlined by CMP and the
Provincial regulations
Requirements
- Bachelor’s Degree in business or equivalent
- 7 to 10 years of experience in customer service within
a manufacturing industry, with at least 3 to 5 years in a management role
- Demonstrated ability to lead a customer service
migration to an e-commerce based operating environment
- Proven track record from championing change and
innovation within the organization
- Must be able to develop a strong understanding of all
CMP products and their applications
- Must have outstanding problem solving skills and the
ability to demonstrate a high level of responsiveness towards urgent
customer issues
- Must exhibit superior communication skills and the
ability to maintain professionalism in times of great adversity and
pressure
- Works collaboratively and creates a sense of trust and
reliability with internal team and customers
- Demonstrates a strong work ethic and flexibility
towards the needs of the business
- Focused on details and follow through
- Must demonstrate a breadth of diverse leadership
experiences and capabilities including: the ability to influence and
collaborate with peers, develop and coach others, oversee and guide the
work of other colleagues to achieve meaningful outcomes and create
business impact.
- Excellent team performance management and on-the-job
coaching skills
- Comfortable providing hands on support when required
- Experience using CRM (Zoho would be an asset)
- Experience using an ERP system (Visual would be an
asset)
- Comfortable travelling within Canada and to the USA
(valid passport needed)
- French language skills an asset (spoken and written)
Job Overview
Posted Date: 28 Aug 2024
Location: Brampton Ontario
Salary: Neg Per Hour
Company Information
CMP Group traces its roots back to a foundry established in the early 1900s in Vancouver, initially serving the region’s plumbing and forestry industries. Leveraging its expertise in non-ferrous metal casting, the company ventured into the commercial marine market, developing high-quality zinc and aluminum anodes. This marked the beginning of CMP’s transformation into a trusted global supplier of die-cast anodes for the marine pleasure craft industry.
Name: CMP Group Ltd.
Web: https://cmpgroup.net