Manager- Customer Service - Winnipeg
Manager- Customer Service - Winnipeg
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Job Description
OUR COMPANY
Durabuilt is Western Canada’s largest window and door manufacturers servicing consumers contractors and retailers. We have a wide range of residential and commercial products including vinyl aluminum and fiberglass windows as well as entry and patio doors. Durabuilt's products are designed to withstand harsh Canadian weather conditions and provide superior insulation resulting in reduced energy costs and increased home comfort.
With over 35 years of experience in the industry Durabuilt has earned a reputation for quality products and exceptional customer service. Established in 1988 and headquartered in Edmonton Alberta its not just Durabuilt’s innovative manufacturing and design that places us on the list of Canada’s Best Managed Companies it’s also our people.
IT'S ALL ABOUT YOU
We start with ourselves and model the behaviors we want to see. Our employees are at the heart of our success and the drivers of our company. Our innovation excellence collaboration and growth are possible due to the energy and passion that our team brings every day.
We are purposeful and intentional in our actions. We challenge assumptions by asking questions and listening with an open mind. We pursue excellence and embrace mistakes and set backs as a source for learning. We choose a positive mindset and find the good even in challenging situations.
Our employees keep us moving forward and our values are at the core of everything we do!
- INNOVATIVE. Think ahead to stay ahead.
- DRIVER. Stay hungry and act with urgency.
- OWNERSHIP. No excuses. 100% accountability.
- CARING. For employees partners and community.
- INDIVIDUAL. We work with great people and expect a lot from them.
THE POSITION
We are looking to hire a customercentric Manager for our Customer Service Department located in Winnipeg. This is a fulltime position (37 to 44 hours a week) typically Monday to Friday but may be required to work occasionally on Saturdays as needed.
This role reports to and supports the Director Service and Installation and will manage and coordinate work plan for the department and will coordinate with other departments to ensure work completion and customer satisfaction.
SKILLS REQUIRED
- Time management & prioritization
- Strong computer skills
- Analytical and Critical thinking
- Problem Solving
- Coaching Mentoring and Training.
YOUR EXPERIENCE
- 5 years experience in sales or customer service preferably gained in a manufacturing or construction industry.
- 3 years in a Supervisory role.
- 3 years in a construction industry or windows manufacturing.
- Experience working with diverse cultures and a varied workforce.
- Intermediate proficiency in computer skills in Outlook MS Office (Word Excel) CRM.
COMPETENCIES YOU ARE GOOD AT
- Ability to present and gather information & respond to questions from customers managers and coworkers.
- Ability to multitask manage multiple tasks meet multiple deadlines and exceptional follow up skills.
- Keen eye or excellent attention to detail.
- Excellent analytical and critical thinking skills.
- Welldeveloped written and verbal communication skills.
- Solution focused and comfortable working in an environment which demands robust deliverables.
- Identify problems and execute creative solutions.
- Comfortable with high volume workload with the ability to “roll up your sleeves” and jump in.
- High comfort level working in a fastpaced team environment that is constantly changing.
EDUCATION / CERTIFICATIONS
- Diploma in Business Administration Operations or Construction Management.
- Equivalencies in Education and work experience will be considered
A TYPICAL DAY LOOKS LIKE (Job Description)
35% Branch Operations
- Daytoday leadership and coaching of local CX needs / requirements.
- Ensure support from sales and build a team atmosphere utilizing our systems and processes. Use sound judgment that maintains a balance between costs and needs to deliver the required CX.
- Authority to provide reduced cost no charge and special services to maintain CX. Tracked for accountability.
- Utilize Service Shipping Installation Sales ops HR and IT Manager as resources for guidance regarding the use of systems processes and best practices.
- Lead the successful resolution of escalated Cases and extreme customer dissatisfaction.
- Hire and onboard employees with input from Corporate Services Manager.
- Regular checkin meetings to maintain / grow our relationship to gain VOC feedback.
35% Service / Installation / Logistics
- Input warranty & nonwarranty cases use of field service lightning work parts ordering and scheduling and leadership of service technicians.
- Lead product logistics (incoming warehousing & job site delivery). Track incoming shipments and communicate to customers leveraging our CX reps.
- Lead installation services (consumer commercial reno and new home projects). Oversee coordination of 3rd party subcontractors and monitor their effectiveness and quality.
- Establish and maintain CX metrics for Service and Shipping. Accountable for revenue and expense budget. Review weekly and monthly to ensure goals are being met / exceeded.
- Order stock service parts inventory equipment building maintenance and office supplies. Responsible for inventory management and cost control.
- Work with the Corporate Services Manager for resource planning needs and guidance.
30% Leadership
- Coach & train on the use of Workflow documents systems and processes.
- Utilize Service Shipping Installation Sales HR and IT as a resource regarding the use of systems processes and best practices.
- Daily review of KPI dashboards Field Service Lightning (FSL) and other reports to gain full visibility of branch operation needs resource planning execution and delegation of tasks.
- Train and coach on all WORKFLOW and Work Instructions to ensure processes are clearly understood and followed. Provide feedback on any required changes that could reduce waste (transactions) for consideration / implementation.
- Conduct annual performance / development plans for direct reports.
If you are interested and qualified for this role we encourage you to apply immediately.
We embrace diversity and offer equal opportunities to all qualified applicants regardless of origin culture ethnicity age ability gender identity sexual orientation or faith.
Thank you to all those apply. Due to expected volume of application only those who are shortlisted will be contacted.
Employment Type
Full Time
