Customer Service Manager (Remote Opportunity)

WHY JOIN?
Be part of something special – a place where work feels like a community, not just a job. We're a vibrant and innovative crew united by a shared passion for creativity, growth, and collaboration. S&S is expanding, and we want to connect with dedicated individuals to join our team and create a best place to work. Our team is driven by innovation and partnership, where your ideas are heard and celebrated. We're building an inclusive environment that values every voice and fosters a culture of mutual support and respect. If you're ready to dive into a dynamic work environment where every day brings new personal and professional growth opportunities, We'd love to hear from you if you're enthusiastic about being part of a company that values its employees and rewards hard work. Take the next step in your career with us, where you're not just an employee but an essential part of our journey toward success.WE OFFER
Incredible team spirit – At the heart of our success is a culture that cherishes teamwork. We thrive on collaboration and value feedback and innovative thinking.Opportunities for professional growth – Your contributions are integral to our growth. As we expand, so do your career opportunities to develop and advance.Exclusive apparel discounts – Ready to upgrade your wardrobe?! As part of S&S, you'll enjoy special discounts on our trendy, high-quality apparel. Stay stylish and save big!Top-notch employee benefits – We prioritize the health and well-being of our team members with an extensive benefits package, including health, dental, and vision coverage, along with retirement planning options.Fun employee appreciation events – We love celebrating you! Regular events are our way of saying 'thank you' for your hard work and dedication. Prepare for some memorable moments of appreciation and fun.State-of-the-art equipment – Experience the best in technology and equipment. We provide cutting-edge resources to make your work life safe and efficient!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: $80,000 - $90,000 (based on experience)Monday - Friday (8am -5pm) Full-Time, ExemptWHAT YOU WILL DO
Be a prominent positive representative on the organization’s leadership teamHelp devise and determine how we can create processes to build a world class support teamField requests and support communications from our internal and external customersSupport customer service needs, escalations, and operational communications for Canadian customers and business partnersRespond 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 resolutionPartner with U.S. and Canadian teams to resolve cross-border fulfillment, delivery, and customer experience issuesSupport 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 resolutionHold leadership staff accountable for expectations to identify trends and expose prime opportunities to improve our operations and increase customer satisfactionTrack 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 necessarySupport activities for the department as needed and requestedPromote good relations between external and internal customersAll other duties assigned by managementEssential Functions
Meet defined department goals and activity metricsAnalyze statistics and compile accurate reportsMaintain an orderly workflow according to prioritiesMonitor and support Canada-specific service levels, response times, and customer satisfaction metricsSet a clear mission and deploy strategies focused towards that missionTake ownership of customers issues and follow problems through to resolutionSupport bilingual English/French customer interactions and escalations as neededParticipate in team planning meetingsWHAT WE'RE LOOKING
1-5 years proven working experience as contact center manager or supervisorExperience in providing customer service supportExperience supporting Canadian customers, operations, or service escalations preferredExcellent knowledge of management methods and techniquesAbility to think strategically and to leadStrong client-facing and communication skillsAbility to prioritize and manage multiple responsibilitiesExceptional attendance and punctualityAbility to work in a team environmentExperience with Microsoft OfficeBilingual English/French required;
Canadian French proficiency preferredPHYSICAL DEMANDS
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. While performing the duties of this job, the employee is regularly required to talk or listen.WORKING ENVIRONMENT
This role routine uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines. Reasonable accommodation may be made to enable people with disabilities to perform the essential functions.EQUAL OPPORTUNITY EMPLOYER
S&S Activewear welcomes people of all backgrounds and experiences and are committed to creating a diverse culture and supporting human growth. We are proud to be an equal opportunity employer and is committed to providing equal opportunity for all employees and applicants. We conduct business without regard to sex, race, creed, color, religion, marital status, national origin, citizenship status, age, pregnancy, sexual orientation, gender identity or expression, genetic information, disability, military status, status as a veteran, or any other protected characteristic. Our policy is to recruit, hire, train, promote, assign, transfer, and terminate employees based on their own ability, achievement, experience and conduct and other legitimate business reasons.S&S participates in E-Verify and will provide the federal government with your Form I-9 information to confirm you are authorized to work in the U.S. This job offer is contingent upon the completion of a satisfactory background check.S&S is more than a source for apparel and accessories. We're a supply chain built for blazing speed. A technology platform built for your workflow. A sales organization structured around your market. And a partner invested in your growth. To create the future of branded merchandise, empowering our customers and partners to make their vision a reality Our Values capture the beliefs and behaviors that underpin how we work and how we interact with each other, our customers, our suppliers, and our communities. Staying true to our values defines us and our culture just as much as the products we sell and the service we provide.
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