MANAGER OF CUSTOMER SERVICE – BILINGUAL FRENCH & ENGLISH
Preferred background: customer service management experience. Pharmaceutical experience.
Knowledge of the logistics systems.
Delivery of superior customer service.
University degree or college diploma – science or business background.
Compensation: 65K to 90K per annum commensurate with experience.
Location: Convenient to West End Toronto, Mississauga, Milton and Halton.
Join a healthcare company within its Sales & Marketing Department as Manager of Customer Service and plan, organize and direct all customer services activities in this very critical role.
Directs and organizes customer service in order to deliver on the strategic objectives of the organization;
Determines the strategic direction and alignment of Customer Service objectives and goals with the Director of Sales;
Manages department operating budget expenses:
Develop and implements Customer Service Policies, Procedures and Key Performance Indicators;
Communicates Customer Service standards to ensure the achievement and maintenance of agreed standards;
Focuses on strategies to improve quality of service and productivity
Assists with on-boarding of new account listings;
Ensures inventory is available with wholesalers and direct customers to support sales promotions;
Builds positive relationships with internal and external stakeholders.
Evaluates staff; provides ongoing performance management;
Provides the Customer Service personnel with training and coaching required to meet corporate objectives;
Oversee the flow of demand, supply and inventory information between key internal stakeholders to establish precise inventory availability dates then communicated via the Customer Service backorder report.
Ensure new product launches are properly expedited by setting up correct wholesaler codes and other wholesaler launch requirements;
Oversee and recommend inventory movement between depots to support major wholesalers;
Oversee and maintain adequate inventory levels by tracking inventory and movement of goods.
Five years or more of customer service supervisory/management experience;
University degree / College diploma – science or business background preferred;
Bilingual in French and English;
Experience in pharmaceuticals;
A science background is an asset;
Knowledge of Logistics systems required to support superior customer service.
Able to demonstrate having built / managed a strong Customer Service team:
Highly developed interpersonal, coaching and leadership skills;
Highly developed dispute resolution and negotiation skills;
Strong organizational and planning skills;
Keen attention to detail, strong analytical and problem solving skills:
Excellent communication skills both written and verbal
Able to handle pressure and comfortable meeting deadlines
Strong computer skills including: Word, Excel, Power Point, and business planning and control systems as related to Customer Service operations
Commensurate with experience: 65K to 90K per annum.
Submit your resume via the APPLY button appended to this ad or send your resume via email to: email@example.com
If you need more information, please call Osborne at: 1-866-477-0855 ext. 30.
You must be authorized to work in Canada to be able to work on this job.
Your resume is held in confidence and will not be sent to any employer without your prior permission. We appreciate all expressions of interest, however, as a practical matter, only select candidates whose backgrounds best match our client's requirements will be contacted. All resumes are retained and treated confidentially for consideration against future opportunities.
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Keywords: customer service; management; policies; procedures; key performance indicators; quality of service; productivity; inventory; on-boarding; new accounts; staff evaluation; performance measurement; training and coaching; bilingual – French and English