Senior Customer Service Manager
Canada, Ontario, Richmond Hill
Fulltime: 40 hrs a week / CA$ 75000 - 100000 per year
Experience: 2-4 Years
Medical devices
Introduction
Senior Manager, Customer Service
Richmond Hill, Ontario
What are you going to do
Responsibilities
- Oversee daily activity of PM and CSR teams ensuring both departments are performing as expected while addressing any deficiencies that may be required.
- Working closely with the supervisor of the customer services team to address any issues within the department.
- Directly manage the project management team ensuring all the duties and responsibilities of the team are being met.
- Monitor daily/weekly/monthly reports and provide appropriate updates/follow-up/feedback to both teams as well as ownership.
- The ability to step in and handle various responsibilities of your team when required - you will be trained in both roles to be able to step in and also determine the efficiency and efficacy of your team members.
- Schedule/approve time-off for the PM team and CSR supervisor.
- Monitor and evaluate the current processes and productivity of both teams.
- Develop a strong knowledge/understanding of current products and processes. Provide guidance and support to team members to work through challenging situations.
- Recruitment, Training & Development for both teams, supporting and evaluating the CSR supervisor for the CSR team.
- Conduct annual performance reviews for the PM team and CSR supervisor.
- Communicate with ownership on an on-going basis including scheduled weekly check-in meetings to review updates with the team/issues/processes/etc.
Essential skills and knowledge
Requirements
- Minimum 5+ years of management experience leading a team of 5 or more employees
- Secondary education (specifically in business/administration) is an asset
- Familiarity/experience with SAP is an asset
- Excellent written and verbal communication, interpersonal skills and the ability to effectively interact with a variety of individuals and departments throughout the company
- Computer Proficiency with MS Office Applications
- Ability to read AUTOCAD drawings is an asset
- Strong attention to detail, organization and time management skills
- Natural leader who fosters engagement and a positive team environment with strong people management skills
- Strong ability to manage relationships with customers, distributors and other departments
- Must have the ability to handle difficult/crucial conversations with employees and peers
- Strong analytical skills, and proficient in the use of statistical tools in problem solving
- Self-motivated and excited by the prospect of working in a dynamic, entrepreneurial environment
- Must have leadership skills with the drive to teach, develop and mentor other members of the team
- A strong understanding of sales principles and customer service practices
- Previous experience in providing support to a sales team
What we offer
What We Offer
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About Us
Brunel has a reputation for working with some of the best in the business. That's what we continually strive for. Over 45 years, we've created a global network of interesting clients and talented individuals working together through a vast array of services.
Anything else ?
Shape your future
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Explore your career opportunities!
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At Brunel, we are proud of our unique corporate culture, which is shaped and nurtured by the collective efforts of our employees. Our work environment is characterised by an authentic, communicative and inclusive approach to teamwork that fosters an atmosphere of collaboration and creativity. Our values are at the center of everything we do – for our clients, our colleagues and ourselves.
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Learn more about our global network of specialists!
Our ESG Commitment
Since 1975, our mission has always been to connect specialists to exciting career opportunities, to support the development of these careers, and to offer fair and equal employment. This has enabled us to create a truly sustainable and durable business model. Having a passion for people and caring deeply for the environment is not only part of Brunel’s DNA but is also reflected in our culture and values. As a global company, we take our social responsibility very seriously.
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