Customer Service Manager (Chetwynd)

Customer Service Manager

JOB TITLE Customer Service Manager To APPLY for this position please click the Apply to this Job button on our Job Board at excel.bc.ca OR send in your updated resume in word format directly to kawal(at)excel.bc.ca. POSITION OVERVIEW The Customer Service Manager ensures exemplary customer and internal service in branch operations. This is accomplished by ensuring that all areas of customer needs are addressed and branch staff are performing in and efficient and effective manner. The Customer Service Manager works closely with the Branch or District Branch Manager to accomplish organizational targets. JOB RESPONSIBILITIES Customer Supplier Relations Maintains an overall positive relationship with customers and suppliers and passes on leads or escalates issues as necessary. Ensures branch inventory is reviewed and stock needs are met for key accounts. Works with the Credit Department to solve pressing customer credit issues. Coordinates counter days and supplier visits including the setup and takedown of displays. Assists customers with signing up for online services and reward programs. Maintains up to date product knowledge in order to make appropriate product suggestions to customers. Sales Support Generates customer quotations using a variety of methods and assists in the preparation of large project proposals. Aids in communication of projects and related specifications between customers and suppliers. Manages and updates customer pricing in the sales software system including SPAs to ensure margin requirements are met where necessary. Reviews and monitors sales reports and works with others to troubleshoot and solve ongoing issues. Researches and finds special products depending on customer needs and facilitates special product orders for key accounts. Assists sales staff as necessary to ensure efficient and effective customers service. Staff Management Assigns job responsibilities to subordinates delegates tasks and ensures timely constructive feedback. Ensures company policies and procedures are being followed. Provides or manages coaching and training cross-training for subordinates. Conducts performance reviews and follows through with the necessary actions including disciplinary measures. Performs an efficient record keeping and scheduling function. Coordinates staff meetings to ensure company-wide announcements are communicated. Ensures a productive and safe working environment. Inventory Oversees the management of aging and turnover targets cycle counts adjustments temp items and write-off procedures through the analysis of daily weekly and monthly reports. Liaises with purchasing regarding items stocked and min max replenishment. Ensures that shipments are received and allocated in a timely manner and discrepancies are resolved. Acts as the main facilitator for year-end inventory counting. Facilities Management Arranges maintenance and repair of equipment and facilities. Ensures excellent upkeep of the warehouse yard and counter and delegates tasks to improve these areas as required. Ensures branch office and kitchen supplies are maintained. Forwards RFAs and branch payables to Head Office. Operational Report Card Oversees the duties required for upkeep of tasks related to the branch ORC. Quality Enforcement The Customer Service Manager has the responsibility and authority to initiate action in the proactive monitoring and evaluation of various policies and procedures in accordance with quality program standards Monitor and determine solutions to ensure ORC excellence Communicate with the Branch Manager or District Branch Manager about problems or opportunities as they arise and Assist in developing effective solutions to issues. JOB REQUIREMENTS High school completion Business diploma or certificate is a strong asset 5 years of experience in a sales wholesale organization 2 years of experience in the electrical lighting industry Previous experience in electrical lighting Inside Sales Demonstrated supervisory ability Intermediate computer skills (MS Office) and the ability to learn new software programs Typing speed of at least 40WPM English language proficiency Comfortable working in a office setting with much of the work on the phone and computer Must be able to sits at a desk for 4 hours per day Ability to read fine print Ability to lift 50 or more pounds Must be able to work through constant interruptions and social interactions Must be able to address time-sensitive or urgent problems and adjust to periods of intense workload Ability to manage 50-100 e-mails per day Ability to multi-task Excel Personnel provides Permanent Temporary Contract Staffing Solutions Payrolling Services and Executive Search Services for all occupational areas Management Sales & Marketing Finance & Accounting IT Retail Hospitality Administration HR Automotive Manufacturing Operations Distribution Engineering to name just a few for Positions available throughout BC and Western Canada Excel Personnel has been hiring Great People at Exceptional Companies Servicing Western Canada since 1992