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Job Snapshot

Base Pay - 120,000 CAD - 140,000 CAD /YearEmployee Type - Full-Time EmployeeEducation - 4 Year DegreeExperience - At least 10 year(s)Travel - Up to 25%Industries - Customer Service, Management, ManufacturingOther Pay - plus bonus, excellent benefits

Description

Responsibilities Include

  • Strategically lead and develop an operational team to enhance performance by setting clear accountable performance measures
  • Create a culture and processes which achieve the business goals and objectives with regards to customer service
  • Develop training, communication and quality programs that deliver a rich customer experience, targeted to our targeted customers
  • Partner  with Marketing and Sales to understand and deliver a “Customer First” strategy
  • Implement enhancements to improve customer sales, retention and overall customer experience
  • Ensure workforce planning meets service level standards, training, and quality for desired operational hours
  • Drive innovation by leveraging industry best practices in technology
  • Improve Customer Metrics
  • Identify company-wide improvements and present these to Senior Management/Executives.
  • Accountable for ensuring full regulatory compliance and legal requirements – identification of any potential risk issues
  • Work effectively with all peers, executives and stakeholders to negotiate and influence customer improvements
  • Continually develop improvements and embed successful change projects





Requirements

  • Extensive experiencing managing operational customer service teams (manufacturer)
  • Strong strategic and customer focus with a clear understanding of the wider issues impacting the relevant markets
  • Proven Management and/or relationship management experience at a senior, strategic level role
  • Established track record of exceeding targets, KPI’s, Service Level Agreements (SLA’s), in a quality led, legislative compliant environment
  • Able to interpret Management and Business Intelligence (MI/BI), develop strategy and make recommendations
  • Demonstrate ability to motivate and communicate with others at all levels
  • Influential relationships skills at all levels - ability to use these relationships to deliver service improvements
  • Excellent communication and negotiation skills
  • Able to adapt and succeed in a changing environment
  • Evidence of well-developed leadership skills
  • Collaborative, focused, selfless, agile and results driven








Company Description

  • Contact : Phil Dubois
  • Phone : 905-470-7011
  • Fax : 905-470-0259
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