About the role
We’re thrilled that you are interested in joining us here at the Amynta Group!
Manager of Dealer Support will Manage, lead, develop and coach the Dealer Support Team.
ESSENTIAL JOB DUTIES AND RESPONSIBILITIES
- Manage team staffing requirements and performance management through daily coaching and one on one performance reviews, including providing input and recommendations on staff salary adjustments.
- Manage team work rotation schedule.
- Ensure all initiatives are completed in a timely manner, creating a workplace that is conducive to positive performance and superior customer service.
- Oversee the problem solving activities of the functional teams, ensuring that service levels and goals are met.
- Facilitate and promote efficient communications with internal and external customers.
- Ensure that all customer requests have a clear and timely response and exceed our Sym-Tech expectations.
- Identify and work to resolve any issues with internal departments that prevent the team from providing superior customer service.
- Ensure that the team responds effectively to all customer requests (internal/external), and that the appropriate workflow/processes are followed.
- Initiate and perform internal and external training programmes and maintain the required training documentation/records.
Business Process Improvement:
- Manage all required measurement and monitoring quality of CRM in accordance with established goals and objectives. Drive root cause analysis activities for all dealers’ critical issues in conjunction with management and the appropriate internal departments.
- Develop matrix to track all dealers’ issues.
- Provide direction, manage, monitor, and evaluate the Customer Service operations while working with management to ensure service level and performance goals are achieved/exceeded.
- Proactively review of all internal systems and procedures to identify opportunities for improvement.
- Ensure up-to-date knowledge on all Sym-Tech products.
- Enter warranty inspections and complete Warranty Transfer letters
- Meet productivity objectives set by the department in terms of average handle time, average first response time, service levels, and overall adherence to company service guidelines
- Adapt quickly to systems changes and/or modifications
- Ensure incoming claim requests received from claimants are handled in an appropriate and time-efficient manner
- Provide the Sales department with information relating to outstanding cases, claimant issues or complaints and follow-up with Sales to ensure cases/issues are resolved
The Amynta Group (the “Company”) is committed to a policy of Equal Employment Opportunity and will not discriminate against an applicant or employee on the basis of any ground of discrimination protected by applicable human rights legislation. The information collected is solely used to determine suitability for employment, verify identity and maintain employment statistics on applicants.
Applicants with disabilities may be entitled to reasonable accommodation throughout the recruitment process in accordance with applicable human rights and accessibility legislation. A reasonable accommodation is an adjustment to processes, procedures, methods of conveying information and/or the physical environment, which may include the provision of additional support, in order to remove barriers a candidate may face during recruitment such that each candidate has an equal employment opportunity. The Company will accommodate a candidate to the point of undue hardship. Please inform the Company's personnel representative if you require any accommodation in the application process.
About the role
We’re thrilled that you are interested in joining us here at the Amynta Group!
Manager of Dealer Support will Manage, lead, develop and coach the Dealer Support Team.
ESSENTIAL JOB DUTIES AND RESPONSIBILITIES
- Manage team staffing requirements and performance management through daily coaching and one on one performance reviews, including providing input and recommendations on staff salary adjustments.
- Manage team work rotation schedule.
- Ensure all initiatives are completed in a timely manner, creating a workplace that is conducive to positive performance and superior customer service.
- Oversee the problem solving activities of the functional teams, ensuring that service levels and goals are met.
- Facilitate and promote efficient communications with internal and external customers.
- Ensure that all customer requests have a clear and timely response and exceed our Sym-Tech expectations.
- Identify and work to resolve any issues with internal departments that prevent the team from providing superior customer service.
- Ensure that the team responds effectively to all customer requests (internal/external), and that the appropriate workflow/processes are followed.
- Initiate and perform internal and external training programmes and maintain the required training documentation/records.
Business Process Improvement:
- Manage all required measurement and monitoring quality of CRM in accordance with established goals and objectives. Drive root cause analysis activities for all dealers’ critical issues in conjunction with management and the appropriate internal departments.
- Develop matrix to track all dealers’ issues.
- Provide direction, manage, monitor, and evaluate the Customer Service operations while working with management to ensure service level and performance goals are achieved/exceeded.
- Proactively review of all internal systems and procedures to identify opportunities for improvement.
- Ensure up-to-date knowledge on all Sym-Tech products.
- Enter warranty inspections and complete Warranty Transfer letters
- Meet productivity objectives set by the department in terms of average handle time, average first response time, service levels, and overall adherence to company service guidelines
- Adapt quickly to systems changes and/or modifications
- Ensure incoming claim requests received from claimants are handled in an appropriate and time-efficient manner
- Provide the Sales department with information relating to outstanding cases, claimant issues or complaints and follow-up with Sales to ensure cases/issues are resolved
The Amynta Group (the “Company”) is committed to a policy of Equal Employment Opportunity and will not discriminate against an applicant or employee on the basis of any ground of discrimination protected by applicable human rights legislation. The information collected is solely used to determine suitability for employment, verify identity and maintain employment statistics on applicants.
Applicants with disabilities may be entitled to reasonable accommodation throughout the recruitment process in accordance with applicable human rights and accessibility legislation. A reasonable accommodation is an adjustment to processes, procedures, methods of conveying information and/or the physical environment, which may include the provision of additional support, in order to remove barriers a candidate may face during recruitment such that each candidate has an equal employment opportunity. The Company will accommodate a candidate to the point of undue hardship. Please inform the Company's personnel representative if you require any accommodation in the application process.