Client Services Manager

Foss National Leasing (FNL) is a part of the Foss Automotive Group, established in 1962. It is the largest privately owned and operated fleet management company in Canada. Foss has a reputation for superior customer service and providing solutions tailored specifically to the needs of today’s automotive fleet managers. We are seeking an innovative, enthusiastic, professional and customer focused Client Services Manager to become a member of our team in our Markham, Ontario office.

This individual will own the coaching, training and supporting the client service representatives in Canada. This includes collaborating with the product, technology and operation leaders to expand systems to meet the business needs of our Small Medium Enterprise customers (SME), Traditional (Strategic) customers and their drivers or partners. The Client Services Manager will manage customer requests, complaints and escalations and work closely with Operations to improve the customer experience.

Primary Job Responsibilities include:

As a Client Services Manager, your responsibilities will include but are not limited to (where applicable):

• Achievement of your quota objective of orders and customer service metrics.
• Work closely with the Commercial Director and Regional Sales Directors to provide both national and regional support to the client service team.
• Work closely with the Operations Managers and Directors and Process Management & Implementation Manager.
• Overseeing and assessing customer service staff activities, and providing them with regular performance-related feedback.
• Strategizing and monitoring daily activities of customer service operation.
• Assisting customer service staff with duties where required.
• Working with Training staff in areas of customer service and company policies.
• Investigating and solving customer service complaints.
• Assisting with development and implementation of service policies, and explaining these to staff and customers.
• Maintaining documentation pertaining to customer service department activities.
• Performing additional duties where needed.

What we’re looking for?

• Ability to build strategic relationships that support lengthy sales cycles, in a finance & professional services sales model
• Five or more years’ experience in customer service required
• Strong leadership skills and experience managing people nationally
• Working with C-level executives, particularly in Operations, Finance and Procurement
• Effective presentation and communication skills
• Knowledge of the leasing and fleet management marketplace is preferred
• Bachelor’s degree in business, finance, marketing, or related discipline
• Travel required
• Bilingual preferred

Why Work for RoyFoss:

• A great compensation package – unlimited earning potential
• Strong management support
• Comprehensive Health & Dental package
• Professional Team-spirited environment with a supportive service team.
• Strong training program - training support as needed
• Growth potential within our growing automotive organization

At Roy Foss Automotive, we’re committed to fostering an environment of equal opportunity for everyone. We welcome individuals of all races, colors, religions, genders, gender identities, sexual orientations, national origins, ages, and abilities—as well as all other characteristics protected by law.

We truly value the power of diversity and believe that an inclusive workforce not only strengthens our culture, but also drives innovation and helps us better serve our customers and community.

We strive to create a work environment that promotes fairness, equity, and respect for all employees and applicants. Our commitment to equal opportunity employment is reflected in every aspect of our employment practices, including recruitment, hiring, training, promotion, compensation, benefits, and disciplinary actions.