Responsable Showroom - Gestion De Sav H/F
$88.6k - $111.8k per yearFull-time
Aliaxis
Our mission is to shape a better tomorrow by connecting communities through resilient and sustainable products.
We currently have an exciting opportunity for a Customer Service Manager . This role is based in Etobicoke and reports to the Director Sales and Marketing
As the Customer Service Manager youll lead a dynamic team of Customer Service Representatives (CSRs) to deliver a consistent high-quality customer experience aligned with Hamilton Kents customer intimacy strategy. Youll have the opportunity to shape service delivery drive operational efficiency and foster continuous improvement in a fast-paced manufacturing environment. Your leadership will directly impact customer satisfaction and support our broader business goals.
Lead coach and support a team of CSRs fostering a collaborative and service-oriented culture.
Oversee onboarding and training ensuring team members are equipped with product system and process knowledge.
Champion transformation initiatives and SAP stabilization efforts.
Resolve escalated customer issues related to orders pricing returns and delivery.
Collaborate with Sales to align on market conditions and customer needs.
Monitor team performance using KPIs to drive accuracy responsiveness and satisfaction.
Provide backup support during peak periods and prioritize urgent backlogs.
Partner with IT and ERP teams to streamline order-to-cash processes.
Analyze service metrics and provide regular performance updates to leadership.
Own and administer SAP-related processes including SOPs backlog reviews approvals and master data updates.
Minimum 5 years of experience in customer service management within a manufacturing environment.
Strong proficiency in SAP and Microsoft Office especially Excel and PowerPoint.
Proven ability to lead teams through change and system implementations.
Experience with service analytics and performance reporting.
Customer Obsessed: Demonstrate a deep commitment to understanding and exceeding customer expectations.
Hamilton Kent is committed to providing accommodations for people with disabilities throughout the recruitment process.
Vacancy posted 9 days ago
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