Customer Service Manager

Founded in 1991, the Mircom Group of Companies is North America's largest independent designer, manufacturer and distributor of intelligent building and life safety solutions. Reaching customers in over 100 countries worldwide, our portfolio includes: fire detection & alarm, communications & security, mass notification, nurse call, and building automation & smart technologies.

Mircom's global network of dedicated Sales and Service Offices, known as Mircom Engineered Systems, allows us to be a full solution provider. Through Mircom ES, we're able to provide and fully service our line-up of innovative and advanced solutions which are scalable to satisfy diverse user demands, from small & mid-size buildings to the world's most complex applications.

Summary:

We are seeking a dynamic and detail-oriented Customer Service Manager responsible for driving the development and continuous improvement of exceptional customer service. This role will involve managing the hiring, training, coaching, and discipline of Customer Service agents, overseeing the entire order lifecycle to ensure accuracy, efficiency, and timely processing. The Manager will also develop and implement standardized order policies and procedures while maintaining high levels of customer satisfaction and operational performance. Key responsibilities include managing customer expectations, ensuring On-Time Delivery, and acting as the internal Voice of the Customer to prioritize urgent orders. The successful candidate will work out of our Head Office in Vaughan, Ontario.

Key Responsibilities:

• Manage customer service, order management, and inventory control functions to ensure efficiency and accuracy.
• Lead the team to achieve key customer outcomes, providing direction, management, and performance monitoring.
• Ensure timely handling of customer concerns with resolutions that satisfy their issues and manage exception demands by coordinating with Demand Planning.
• Train and develop team with effective communication skills to enhance first call resolution and overall service quality.
• Create training plans, develop team members, appraise performance, coach, and provide general support to Sales, Service, and Projects.
• Assist other departments with customer service and related issues, such as contacting customers/sales teams regarding product holds, substitutions, and obsolete parts.
• Work closely with Demand Planning and Manufacturing to determine best available to promise and delivery dates.
• Direct and manage relationships with key customers (MVPs, ESDs, Distributors) to ensure loyalty to the business.
• Analyze customer feedback on products and services to identify opportunities for improvement.
• Investigate margin reports, provide training to correct errors, identify errors, and report no-cost items.
• Consolidate the Picked Not Confirmed Report to identify and action orders not invoiced due to shipping process delays.
• Develop and implement process improvements to enhance Mircom Customer Service.
• Identify new tools and technologies to better serve customers and improve efficiency, driving better sales through service.
• Act as the voice of the customer within the organization, balancing customer requirements with company objectives.
• Create and enforce Standard Operating Procedures for Customer Service and Inventory Control in accordance with Mircom standards.
• Review open and reserved sales orders to ensure their validity and accuracy.
• Collaborate with Demand Planning on branch transfers to ensure 100% material distribution and order fulfillment.
• Manage allocation of limited products to top customers, escalated orders, and FIFO.
• Develop plans for customer service activities to achieve satisfaction targets.
• Maintain and improve mechanisms for surveying and measuring customer satisfaction, disseminating feedback to appropriate department managers, and improving Net Promoter Scores.

Requirements and Skills:

• Bachelor's Degree in BA, Management or related field is preferred.
• 10+ years of proven experience in a manufacturing environment or related field is preferred.
• Proven experience in customer service management, preferably in order management and inventory control.
• Excellent verbal and written communication skills, with an emphasis on effective customer interaction.
• Strong analytical and problem-solving skills to address customer concerns and operational issues effectively.
• Exceptional organizational skills with the ability to manage multiple tasks and priorities.
• Proficiency in customer service software, order management systems, and other relevant technologies.
• Demonstrated ability to maintain high levels of customer satisfaction and manage customer relationships.
• Experience in developing and implementing process improvements to enhance operational efficiency.
• Keen attention to detail to ensure accuracy in order processing and inventory management.
• Ability to adapt to changing business needs and work in a fast-paced environment.
• Strong ability to work collaboratively with other departments and stakeholders to achieve company goals.

What Mircom Offers:

• A great working environment with opportunities for advancement
• Competitive salary
• Group Insurance benefits
• Company RRSP program

We would like to thank all applicants for their interest in this position however only those selected for interviews will be contacted.

Mircom Group of Companies is an equal opportunity employer that considers all applicants regardless of cultural background, religion, marital status, sexual orientation, family status, disability or any other grounds as outlined in the Ontario Human Rights Code. In compliance with the Accessibility for Ontarians with Disabilities Act, Mircom is committed to providing a welcoming and inclusive work environment for all individuals with disabilities in a respectful and dignified manner. Accommodations will be made available, upon request, to applicants who have specialized needs throughout the recruitment process.

Disclaimer: Mircom does not accept resumes from employment placement agencies, head-hunters or recruitment suppliers that are not in a formal contractual arrangement with us. Our recruitment supplier arrangements are restricted to specific hiring needs and do not include this or other job postings. Any resume or other information received from a supplier not approved in advance by Mircom to provide resumes to this posting or web-site will be considered unsolicited.