• Location: Etobicoke, Ontario
  • Type: Permanent
  • Job #14805
  • Salary: CA$85,000.00

Are you a customer service leader with a passion for managing and developing teams? We're seeking a Bilingual Customer Care Manager to join our company, a Platinum Member of Canada's Best Managed Companies. As a leader in our industry, we offer category-leading products for the automotive, commercial heavy-duty, and industrial markets.

Why Join Us?

• Platinum Member, Canada’s Best Managed Companies

• Entrepreneurial spirit with a focus on Innovation and Collaboration

• Competitive Base Pay and Incentive programs

• Company paid Comprehensive Extended Health and Dental Coverage

• Company Contributed Pension Plan

• Health and Wellness Programs

• Education and Training support

• Diverse and Inclusive Culture

• Employee Focused and Flexible Work Environment

• Active contributor to charities including Canadian Tire Jump Start, Sick Kids Hospital, Daily Bread Food Bank.

• We work hard but we also like to have fun; Summer BBQs, food and ice cream trucks, social activities, contests, ticket giveaways for major sporting events, and more!

The Opportunity

As the Bilingual Customer Care Manager, you will manage the day-to-day activities of our Customer Care team to ensure that customers receive prompt and efficient service. This role is integral to the team for providing a high level of customer service while maximizing sales and gross profit by identifying trends and challenges and looking to implement long-term solutions. The Customer Care Manager will actively coach and develop team members to strive for superior customer service standards and to cross/up-sell on all customer touchpoints.

What You Will Do:

  • Manage the day-to-day activities of the Customer Care team. Provide leadership to the team with appropriate direction, coaching, and development to team members.
  • Ensure team and individual priorities are set and achieved. Establish KPIs and develop and set monthly sales objectives for Team members.
  • Achieve customer service objectives by contributing customer service information and recommendations to strategic plans and reviews; preparing and completing action plans; implementing production, productivity, quality, and customer-service standards; resolving problems; completing audits; identifying customer service trends; determining system improvements; implementing change as required.
  • Ensure staff receives adequate sales and technical sales training along with operational process and procedures guidance.
  • Assist team members in resolving challenges associated with customer service, product availability, price, product, and product delivery.
  • Work with customers as a point of escalation to resolve issues and challenges to improve the customer experience.
  • Works with Sales Managers and their sales teams to ensure customer strategy is executed within the Customer Service team.
  • Help develop actions in support of territory and account strategies to support and attain targets in assigned territories.
  • Focus the sales effort on identifying and fulfilling customers’ current and future needs, utilizing solution-selling models for inbound and outbound calling.
  • Foster a customer-centric philosophy within the team and drive consistently high loyalty ratings.
  • Perform other related duties as required or requested.

What We Need

  • Bilingual in French/English
  • Post-secondary education (college or University).
  • 5-7 years of related experience in supervising a customer-related environment, including customer service strategy and customer cycle.
  • Previous people management experience is required.
  • Experience with forecasting and managing call stats and results.
  • Superior PC and Microsoft Suite skills. Familiarity with Microsoft Dynamics AX would be an asset.
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