Customer Service Manager; Bilingual - French

Bilingual Customer Service Manager (Mississauga) (En/Fr)
Summary

The Customer Service Manager is responsible for leading, directing and controlling customer service processes and procedures so that they meet the organization's overall business objectives and protect the customer relationships and public reputation. The incumbent will drive continuous improvement mentality to enhance customer experience and create raving fans. This position reports to the Senior VP. This position manages a team of CSRs (in person and remote) across Canada.

This is an in-person role for the first six months, after which it transitions to a hybrid model.

• Develop and monitor the application of operating systems including policies and procedures, operating structure, and information flow;
• Ensure the volume of work produced meets product/service standards and exceeds quality standards;
• Set and report benchmark metrics to drive customer service excellence;
• Create tools and training materials for customer service so onboarding is consistent and customer experience is seamless and performance is sustainable;
• Administer and balance workload;
• Plan, direct, supervise, and evaluate workflow;
• Coordinate work activities to achieve the volume expected to meet operational requirements;
• Recognize and recommend operational improvements;
• Responsible for the day-to-day application of organizational policies and procedures;
• Monitor performance of staff members according to established monitoring standards;
• Approve special price concessions, quotes, bid allowances, or adjustments;
• Make hiring decisions and conduct performance appraisals;
• Liaise with other staff, particularly in quality, planning, SET and sales, to ensure that customer service strategies and activities are integrated with other parts of the business and align to the overall corporate objectives

• Bachelor’s degree preferred;
• 8+ years of work experience in a commercial/customer-interfacing role;
• 5+ years of work experience in a management role;
• Bilingual (French) preferred.
• Be able to manage teams remotely;
• Ability to deal with customers & coworkers of different cultures;
• Technical aptitude;
• Analytical, detail oriented;
• Service-minded, ability to independently interface with customers;
• Pro-active and able to work independently;
• Strong Experience with Microsoft Office products and CRM, Salesforce, Navision and Qlik View;
• Strong in Excel, Word, and PowerPoint;
• Must be able to work in the Canada

1.

Job Location:

AMMEGA Canada Inc.

- 265 Export Blvd, Mississauga, ON

2. Salary: $80K, depending on profile and experience

3. Days of work:
Monday to Friday - Permanent Full-time position, 40 hours per week

1. Paid Sick Days

2. Employer Paid Comprehensive Group Benefit Plan – Life/AD&D/LTD/ Extended Health/Dental/Health Care Spending Account

3. Group Pension Plan with Employer Match

4. Employee and Family Assistance Program

The hiring is open to all applicants able to work 40 hours per week.

For the hiring you will need to provide valid photo , SIN number, banking details – Company will conduct criminal background check as part of onboarding.

AMMEGA CANADA is in full expansion and is looking for new talents to reinforce its teams.

AMMEGA is a global leader in product quality and service excellence for Lightweight Conveyor Belts, Power Transmission Belts, and Rubber Hose products. Our core mission is to fully enable the most dedicated, knowledgeable and creative team in the industry so that we remain the leading innovator in belting.

We cultivate internal talents, tradition of fabrication, and technical expertise to excel in management performance and operational efficiency in order to deliver enduring value to our…