Customer Service Manager

Our client in Kitchener-Waterloo is seeking a Client Services Manager on a permanent basis. This is a crucial role where you'll provide a high level of professional support and direction to team leaders in relation to process, policy, daily operations as it relates to their daily responsibilities. This will include monitoring, reviewing, planning and implementing client service strategies, activities and operations, sourcing and evaluating new technologies to improve service delivery, and effective resource planning. This role will be working fully onsite.

Advantages
- Working for a well-known, reputable company in Kitchener-Waterloo
- Permanent, full-time position working fully onsite
- Salary: $75,000- 90,000K depending on experience
- Hours: 9:00am-5:00PM, Monday-Friday
- Excellent work culture and work-life balance
- Comprehensive benefits package

Responsibilities
The main duties of this Customer Service Manager role will be a combination of operational and strategic responsibilities:
- Monitor and report on department metrics (phone, email volume/timing) to ensure proper resource allotment to meet customer demand
- Review daily KPI's to ensure all requests are completed in a timely manner
- Act as a liaison between Client Services and Sales, Operations, Finance, Distribution and other internal departments
- Create and analyze performance reports to identify trends and opportunities for improvement, need for escalations
- Maintain, review and constantly improve operations by monitoring system/employee performance, identifying and resolving problems, preparing and executing action plans, creating performance metrics, and completing reports and system audits
- Organize staffing and plan workload for the department to ensure equitable work distribution
- Identify department training needs, schedule training, and maintain up-to-date training records
- Offer coaching opportunities to staff, take corrective/disciplinary actions where appropriate and conduct performance reviews
- Enforce company policies and procedures, and manage the professional development of team members
- Create and maintain an inclusive team-oriented work environment

Qualifications
- Degree or diploma in Sales, Customer Service, Business Administration or related field
- 3-5 years of experience in a leadership role managing a client services team and/or customer service team lead role
- Experience working with an ERP system Navision, Salesforce and/or SAP system knowledge is an asset
- Proficient with Microsoft Office programs (Word, Excel, PowerPoint, etc.)
- Customer-facing social media experience an asset
- Excellent interpersonal and communication skills to interact with customers and team members
- Effective and professional telephone/email etiquette with a strong customer focus
- Tactical and critical thinker with the ability to identify success factors and obstacles to success

Summary
f you are interested in the Customer Service Manager position, please see below how to apply:

How to apply:
1) Respond directly to this job posting by registering and applying to the posting directly at www.randstad.ca
2) Please also directly email: saudia.yusuf@randstad.ca with the title "Customer Service Manager"

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Randstad Canada is committed to fostering a workforce reflective of all peoples of Canada. As a result, we are committed to developing and implementing strategies to increase the equity, diversity and inclusion within the workplace by examining our internal policies, practices, and systems throughout the entire lifecycle of our workforce, including its recruitment, retention and advancement for all employees. In addition to our deep commitment to respecting human rights, we are dedicated to positive actions to affect change to ensure everyone has full participation in the workforce free from any barriers, systemic or otherwise, especially equity-seeking groups who are usually underrepresented in Canada's workforce, including those who identify as women or non-binary/gender non-conforming; Indigenous or Aboriginal Peoples; persons with disabilities (visible or invisible) and; members of visible minorities, racialized groups and the LGBTQ2+ community.

Randstad Canada is committed to creating and maintaining an inclusive and accessible workplace for all its candidates and employees by supporting their accessibility and accommodation needs throughout the employment lifecycle. We ask that all job applications please identify any accommodation requirements by sending an email to accessibility@randstad.ca to ensure their ability to fully participate in the interview process.