Customer Service Manager

Job summary

The Customer Service Manager is responsible for directing and managing the Atlantic and Central Canada customer service and warranty teams. This role involves setting goals, motivating staff, handling escalated customer issues, and ensuring operational workflows meet corporate objectives.

Job details

Kohltech Windows and Entrance Systems has been in business for over 40 years and is proud to produce high-end, high-quality vinyl window products for the Canadian marketplace. We believe our growth is directly attributed to the emphasis we place on the quality of our products and the involvement, commitment, and enthusiasm of our employees. Kohltech Windows & Entrance Systems has been recognized for overall business performance and sustained growth with the Canada's Best Managed Companies designation. Reporting to the Director of Sales, the Customer Service Manager will be responsible for the overall direction and management of the Atlantic and Central Canada customer service and warranty teams and operations within these departments. Job Duties: Determine goals, assign responsibility, and motivate staff to meet corporate objectives. Manage workflows to achieve goals and meet customer expectations; handle escalated customer calls when necessary. Report on progress of specific goals and objectives and monitor activities of the customer service representatives while providing leadership. This includes communicating the corporate vision and core values while living the Kohltech brand. Support the service coordinators and field service technicians with day-to-day business processes, communication, and problem resolution. Review service anomalies and initiate preventive actions where appropriate. Maintain a high level of knowledge about product lines and options. Communicate with production and management personnel as required to meet company objectives and customer needs. Responsible for hiring and developing customer and warranty service team members. Qualifications: Undergraduate degree in Business, Commerce, or related field. or equivalent experience. Previous leadership experience is required. Experience in the building supply industry is considered an asset. Experience working with manufacturing business processes would be beneficial. Retail and/or sales management experience required. Strong interpersonal and communication skills. Decision making ability. Attention to detail and a hands-on approach to supporting direct reports. Analytical and problem-solving capabilities. Organizational skills. Ability to work independently and as part of a team. Strong knowledge of Microsoft Office Products.

What you’ll do

The Customer Service Manager is responsible for directing and managing the Atlantic and Central Canada customer service and warranty teams. This role involves setting goals, motivating staff, handling escalated customer issues, and ensuring operational workflows meet corporate objectives.

Requirements

Candidates must have an undergraduate degree in Business, Commerce, or equivalent experience, along with previous leadership and sales management experience. Strong interpersonal, communication, and problem-solving skills are required, with preference given to those with experience in the building supply or manufacturing industries.

Listed skills

• interpersonal skills · Preferred
• Leadership · Preferred
• Decision Making · Preferred
• Communication · Preferred
• Microsoft Office · Preferred

Other relevant skills

Identified from the job description. Confirm important requirements above.

• Leadership
• Customer Service Management
• Warranty Management
• Team Development
• Problem Resolution
• Strategic Planning
• Workflow Management
• Communication
• Interpersonal Skills
• Decision Making
• Analytical Skills
• Microsoft Office
• Sales Management
• Manufacturing Processes
• Building Supply Industry Knowledge

Job areas

• Management & Leadership
• Customer Service & Support
• Manufacturing
• Sales
• Construction