Viscor is Canada's largest independent lighting manufacturer and metal fabricator. We have been dedicated to providing quality products to our customers for over 60 years. As we continue to grow, we continue our search for talented individuals to join our winning team of lighting and manufacturing specialists. We offer a supportive and modern work environment with advanced equipment, competitive salary, complete with benefits, and opportunities for advancement whenever possible.
MANAGER, CUSTOMER SERVICE & INSIDE SALES
SUMMARY OF POSITION:
The Manager, Customer Service / Inside Sales is responsible for managing, coaching, and motivating a cross-functional team with 8 reports. He or she will be primarily responsible for the day-to-day functions of the team, that includes customer service, inside sales, and order management. This individual will be organized, reliable and a results-driven professional.
The Manager, Customer Service / Inside Sales is to continue the evolution/transformation of the team into one of the best inside teams in the industry, while providing the knowledge, resources and technical tools to help his/her team be truly effective and efficient. He or she will have a talent for solving tough situations, creating consensus and turning potential issues into wins.
ESSENTIAL DUTIES & RESPONSIBILITIES
- Front line supervision and “hands-on” involvement in all aspects of day to day customer service and inside sales operations. The Manager will serve as the escalation point for agents, sales reps and customers, will troubleshoot and resolve non-routine issues.
- Develop and improve policies, procedures and processes to increase the operating quality and efficiency of the department.
- Balance workloads by allocating accounts/territories to Customer Service Representatives and assign & prioritize staff on as needed bases.
- Checks orders and runs reports to monitor transactions to find possible issues and alert other departments.
- Ensure that technology is utilized to a maximum and that Customer Service is well organized and productive.
- Ensure SLAs are being adhered to and met, along with company policies, procedures and goals.
- Pricing and Returned Materials Authorization (RMA) administration and maintenance.
- Identify and assess customer’s needs, and suggest sales strategies to management.
- Establish employee goals and conduct employee performance reviews.
- Communicates and works in partnership with other Department Heads and Senior Management o solve problems, develop and maintain objectives and ensure company-wide consistency.
- Promotes the company's products and services.
- All other duties as assigned.
QUALIFICATIONS & EXPERIENCE
- A minimum of 2 to 4 years in a Manager/Supervisor/Team Lead role in a customer support/ customer service/inside sales environment.
- Previous experience in Lighting, Controls or Manufacturing.
- College or University Degree
- Proficient in MS Office, especially Excel.
- ERP or CRM system familiarity, would be a definite asset.
- Strong problem-solving skills and ability to “think on your feet”
- Outstanding communication and interpersonal skills
- Exceptional attention to detail and multitasker.
- Able to create a positive and inspiring environment.
Interested applicants may send their resume to Viscor Inc. at hrwork@viscor.com
Please visit our website: www.viscor.com
Viscor will accommodate the needs of people with disabilities during its recruitment process. If a selected applicant requests an accomodation, Viscor will consult with the applicant and provide or arrange for the provision of, a suitable accomodation in a manner that takes into account the applicant’s accessibility needs due to disability.
We thank all applicants, but only those selected for an interview will be contacted.