Senior Customer Service Manager

Senior Customer Service Manager

Greater Toronto Area

Our client is seeking a Senior Customer Service Manager to join their team. This leadership role focuses on driving customer service excellence by managing the team responsible for ensuring smooth customer interactions and support. The ideal candidate will have strong leadership capabilities, a focus on customer satisfaction, and the ability to thrive in a dynamic, high-pressure environment.

Key Responsibilities

1. Lead the customer service team to ensure consistent delivery of excellent service to both internal and external stakeholders.
2. Build a positive team culture through coaching, development, and performance management, encouraging engagement and retention.
3. Oversee the growth of the team by providing ongoing feedback, performance evaluations, and training.
4. Collaborate with offshore teams to streamline processes and improve service delivery related to order management and accounts receivable.
5. Communicate regularly with management and sales teams to share insights and address operational challenges.
6. Analyze service performance metrics to track customer service levels, identify areas for improvement, and drive efficiencies.
7. Ensure compliance with local regulations and align processes with company-wide policies.
8. Serve as a key resource on Order-to-Cash inquiries and customer service improvements, implementing solutions for process optimization.
9. Lead the introduction of new technologies and systems to enhance operational efficiency.
10. Demonstrate familiarity with third-party logistics and related best practices.
11. Apply a continuous improvement mindset to drive ongoing enhancements and manage customer service-related projects.

Qualifications

1. A minimum of 7 years of experience in a customer service management role, preferably within the Pharmaceutical industry.
2. Experience using ERP systems, and proficiency with Microsoft Office and Power BI.
3. Proven ability to lead in a fast-paced, high-energy environment while collaborating with cross-functional teams.
4. Proficient knowledge of Order-to-Cash processes, including order management, returns, billing, and customer data, with experience handling billing-related issues.
5. Excellent problem-solving abilities and attention to detail.
6. Self-starter with strong organizational skills and the ability to manage multiple priorities independently.
7. Must be fluent in English. French is an asset.

Thank you in advance for your interest, only individuals deemed to have the skill set and experience to fit the role will be contacted.