Job Description & How to Apply Below
At S&S, we differentiate in the market through a customer service focus, strategic product portfolio, world-class distribution infrastructure, a collaborative growth culture and a relentless focus on technology and innovation.
Our success has compounded since the Company’s humble beginnings in 1988 as a regional t-shirt distributor to a leading, multi-billion-dollar value-added distribution platform that drives market penetration for our suppliers while enabling the growth, operations and fulfillment for a diverse range of customers across channels and business sizes. We strive to be the apparel distributor of choice while inspiring and fostering growth for customers, employees and suppliers through our core values of service, deep relationships, innovation, continuous improvement and accountability
ABOUT
THE ROLE
We are seeking energetic, reliable, and fun professionals to join our team as a Customer Service Manager Canada. The successful Customer Service Manager Canada will be responsible for working closely with contact center employees daily to assist with customer satisfaction and complex problems based on customer needs. Provide customer service on behalf of the contact center to keep the department running in an efficient and lucrative manner, to increase customer satisfaction, loyalty, and retention and to meet department level expectations.
Support activities for the contact center as needed and requested.
COMPENSATION & SCHEDULE
Salaried: (based on experience)
Monday - Friday (8am
-5pm) Full-Time, Exempt
WHAT YOU WILL DO
Be a prominent positive representative on the organization's leadership team
Help devise and determine how we can create processes to build a world class support team
Field requests and support communications from our internal and external customers
Support customer service needs, escalations, and operational communications for Canadian customers and business partners
Respond to, troubleshoot, and resolve daily fulfillment and delivery issues, piecing together the end‑to‑end story to identify root causes and see cases through to resolution
Partner with U.S. and Canadian teams to resolve cross-border fulfillment, delivery, and customer experience issues
Support supervisors as they respond to, troubleshoot, and resolve daily fulfillment and delivery issues, piecing together the end‑to‑end story to identify root causes and see cases through to resolution
Hold leadership staff accountable for expectations to identify trends and expose prime opportunities to improve our operations and increase customer satisfaction
Track learning and best practices to contribute to improving and developing Standard Operating Procedures (SOP's)
Help to organize and execute Work Force Management needs as necessary
Support activities for the department as needed and requested
Promote good relations between external and internal customers
All other duties assigned by management
Essential Functions
Meet defined department goals and activity metrics
Analyze statistics and compile accurate reports
Maintain an orderly workflow according to priorities
Monitor and support Canada-specific service levels, response times, and customer satisfaction metrics
Set a clear mission and deploy strategies focused towards that mission
Take ownership of customers issues and follow problems through to resolution
Support bilingual English/French customer interactions and escalations as needed
Participate in team planning meetings
WHAT WE'RE LOOKING
1-5 years proven working experience as contact center manager or supervisor
Experience in providing customer service…
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