MIP

About MIP

Lead the N.A. Customer Service department building on the company’s practices, inspiring staff excellence and efficiency, and creating a continuous improvement environment to provide service to our customers beyond their expectations. Revising and implementing the Customer Service Support Service Plan to ensure the department is meeting the needs of the Corporate Directional Plan and Support Business Units plans Provide back-up for the customer service team during vacation time and/or higher than normal customer demand, as well as back-up for Interiors projects Be the main contact for identified Vision customer accounts. Reflect the company’s corporate Directional Plan and MIP beliefs Duties and Responsibilities · Prepare and monitor customer service action plan and budget according to the Corporate Directional Plan and Business Unit plans. · Building, coaching, motivating and supervising a world-class customer service team with a reputation for delighting customers above and beyond the call of duty. · Monitoring employee productivity and customer interactions, providing performance feedback on accuracy, demeanor and adherence to company policies and standards. · Expediting workflow, recognizing any operational bottlenecks and providing potential solutions. · Maintaining an inter-departmental, efficient flow of communication · Working with the IT department to implement computer solutions in order to decrease manual tasks in the Customer Service department, proposing system enhancements, tools to ensure optimal efficiency. · Builds, monitors and communicates KPI’s to evaluate ordering process and delivery of levels of service. · Builds and maintains communication sharing process between the sales force and customer service to support the reach of the Corporate Directional Plan’s objectives · Handles complex situations requiring escalation · Create an environment of continuous improvement by developing policies and procedures for the department and acting on opportunities to improve processes. · Work with production, production planning, purchasing, contract management and product management to ensure customer priorities are understood and plans are developed accordingly · Chair customer service meetings ensuring follow-up Experience/ Skills, Knowledge & Abilities · 5 years of experience in customer service and /or sales · A customer focus mindset · Strong leadership skills with experience supervising and motivating employees · Excellent interpersonal skills, professional attitude and work ethic, people skills, sense of urgency. Confident working with people in all areas of the company. · Analytical skills, effective problem solver and decision maker · Experience with continuous improvement best practices · Ability to work efficiently in a team-oriented environment · Experience with ERP systems (Great Plains software experience is an asset) · Creativity, able to find innovative solutions · Proactive, dynamic, trustworthy, discreet, accepting of different styles · Autonomous, hardworking, detail oriented, assertive and straightforward, comfortable dealing with conflict · Excellent time management and planning skills · Ability to communicate clearly in both written and verbal French and English. Italian is an asset Excellent computer skills Education DEC in Business, Bachelor in business administration - an asset Benefits: Extended health care Vision care Disability insurance Dental care Life insurance Flexible working hours On-site parking Vacation & paid time off Casual dress Work from home opportunities Wellness programs Profit sharing/share options Job Types: Full-time, Permanent Experience: Customer Service: 5 years (Preferred)

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Company Info

Legal Form: GmbH

Company Size: 11 - 50

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Job Ads found: 251

Job Ads per Month: 9.0

Hiring Locations: 3

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