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Customer Service Manager

Location of Employment

Sherbrooke

Salary

TBD

Work Hours

Full time, Day time

eSolutions Furniture aims to distinguish itself by the quality of its customer service. While constantly striving to improve and maintain high standards of service, the candidate will be responsible for the customer service team based in Canada. He or she will report to the Director of Operational Projects.

 

The Main Goals to Be Met Include:

  • Directly support the customer service team:
    • Answer customer phone calls;
    • Reply to customer requests by email;
    • Follow up on customer requests on our website;
    • Update customer portals;
    • Enter and print orders.
  • Ensure the monitoring of more complex customer cases;
  • Manage the daily operations of the customer service team;
  • Provide and integrate recommendations to improve the level of service provided by the customer service team.
  • Collaborate with the sales team on a daily basis to ensure the speed and fluidity of operations;
  • Participate in various continuous improvement initiatives at the process, system and web tool levels;
  • Manage the Canadian customer service team:
    • Management of disciplinary measures
    • Workload planning
    • Performance assessment
  • Define team priorities in order to achieve performance objectives based on company policies.
  • Participate in defining the role and responsibilities of each individual in the group.
  • Manage the order return process.

 

Supervisory Responsibilities:

  • Customer Service Technicians (11 employees)
  • Customer Return Technician (1 employee)

 

Type of Position/Expected Working Hours:

  • Schedule: Monday to Friday, from 8:00 a.m. to 5:00 p.m., occasionally outside of office hours depending on the team’s needs.

Commute:

  • Commuting to other facilities in Quebec may be required.

 

Work environment:

  • As part of their duties, the employee regularly works in an office environment (Sherbrooke or Lac-Mégantic).

 

Required Training and Experience:

  • DCS in administration or equivalent;
  • 5 to 10 years of significant customer service experience;
  • Experience in team management (asset);

 

Skills and Abilities: 

  • Great capacity of adaptation and versatility;
  • Ability to prioritize and work under pressure;
  • Excellent oral and written communication skills;
  • Bilingual in writing and speaking;
  • Excellent problem-solving skills and ability to find innovative solutions;
  • Stands out for their interpersonal skills;
  • Ability to develop and implement high-quality services for our clients;
  • Proficiency with the Microsoft Office suite;
  • Great ease in the use of web tools.

 

eSolutions Furniture provides Equal Employment Opportunity (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics, familial status, and gender expression. In addition to the requirements of federal law, eSolutions Furniture complies with applicable state and local laws governing non-discrimination in the workplace in each location where the company has facilities.

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