Customer Service Manager / Inbound Sales Manager

  • Crystal Clear Bags Canada
  • 155 Victoria St, Strathroy, ON, Canada
  • Jan 06, 2020
Customer Service

Job Description

Crystal Clear Bags Canada Inc. Is a proudly owned and operated Canadian packaging distribution company located in Strathroy, Ontario. We supply a vast selection of packaging solutions to a variety of industries and individual customers across Canada using a variety of platforms such as e-commerce, phone, email and fax. We at Crystal Clear Bags Canada Inc. pride ourselves in providing excellent customer service to all our customers from coast to coast.

Position Summary:
Crystal Clear Bags Canada Inc. is currently, seeking a passionate, highly skilled and motivated Customer Service Manager / Inbound Sales Manager who is an enthusiastic team player. The successful candidate will report to the Owner. In order to succeed in this position, the candidate must be able to resolve problems, understand and motivate others, possess team leadership skills and develop people. Must be able to communicate effectively, inspire to build relationships, motivate, and is able to work well with others under pressure.


Essential Duties and Responsibilities:
  • Manage and train CSR/Sales department staff.
  • Maximizes customer potential and satisfaction by developing help desk resources and CSR/Sales department staff skills.
  • Maintains customer satisfaction by providing high-level problem-solving resources.
  • Determines customer service/sales requirements by regularly reviewing sale/service data.
  • Identifies customer service trends and determine system improvements.
  • Help develop standards to answers customers’ questions.
  • Resolves problems and disseminates advisories and warnings.
  • Accomplishes customer service human resource objectives by recruiting, selecting, training, and coaching employees.
  • Communicates job expectations to department employees.
  • Plans, monitors, appraises and reviews job contributions of others.
  • Enforces company policies and procedures.
  • Manage monthly department service/sales goals
  • Creates weekly cost analysis reports for the Owner detailing sales forecasts
  • Achieves customer service/sales objectives by analysing and communicating customer service information to the Owner
  • Prepares and completes actions plans.
  • Implements product, productivity, quality, and customer-service standards.
  • Completes regular department efficiency and standards audits.
  • Meets customer service financial objectives by forecasting requirements.
  • Prepares annual department budget scheduled and expenditures.
  • Implement and review customer surveys and forms.
  • Improves customer service quality results by studying, evaluating, and re-designing processes and establishing and communicating service metrics and monitoring and analyzing results.
  • Manage and maintain department documentation and reference material as needed.
  • Updates job knowledge by participating in educational opportunities, maintaining personal networks, and participating in professional organizations.
Qualifications/Skills:
  • An eye for detail to pinpoint potential issues with customer purchases and customer service needs    
  • Ability to think strategically and lead
  • Strong customer service skills
  • Process improvement skills
  • Strong decision-making skills
  • Strong organizational skills
  • Managing processes
  • Participates in recruitment process and monitoring overall staffing requirements
  • Provides leadership in maintaining open lines of communication with both current and potential customers;
  • Ability to analyzing and utilize data.
  • Developing standards
  • Help desk / Sales experience
  • Must have proficiency with Microsoft Outlook, Word, and Microsoft Excel
  • Fluency in English with advanced level reading and writing skill/ French is an Asset
     
Education and Experience Requirements:
  • Must have graduated from a college or university or equivalent.
  • A minimum of 5+ years of work experience in customer service /sales industry
  • Experience in the packaging industry and asset.

Hours:
  • The work schedule is 8:30 am to 5:00 pm with weekends off (hours may be subject to change).
     
Pay:
  • Starting at $45,000 to 52,000 per year.
  • Benefits Available
  • Subject to negotiation, depending on work experience and qualifications.
  • Exempt status.

How to Apply:
Applicants are encouraged to apply on line by submitting a cover letter and resume to: hr@clearbags.ca
Accommodations are available for applicants with disabilities. If you require accommodation throughout the recruitment process, please advise us by emailing hr@clearbags.ca
We thank all applicants, however, only those selected for an interview will be contacted.