Teknion

The position is responsible for managing and providing direction to the Customer Service and Hotline teams, where the daily interactions are focused on internal and dealer interfaces. (This includes but is not limited to End Users, and members of the Design Community) The incumbent will manage these functions as well as provide functional support to the claims process for both Teknion’s Canadian and International Markets.

Additional responsibilities include providing direction to ensure that all dealers and customers receive superior service throughout the entire order management and claims process. The incumbent must have effective communication and problem solving skills as the primary focus of the role is to resolve customer claims, manage escalations, and identify and resolve root causes.

PRIMARY RESPONSIBILITIES

Team Management:

• Staff reporting including assigning, coaching, training, responding to associate relations issues.
• 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.
• 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 dealers/Teknion 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.
• Administer employee attendance and vacation programs.

Business Process Improvement:

• Manage all required measurement and monitoring of SLA’s in accordance with established goals and objectives. Drive root cause analysis activities for all customer critical issues in conjunction with management and the appropriate internal departments.
• Coordinate all reporting, KPI dashboards updates and operational data requirements for trending and root cause analysis.
• Provide direction, manage, monitor, and evaluate the Customer Service and Claims operations while working with management to ensure service level and performance goals are achieved/exceeded.
• Participate in multidisciplinary teams to process map and develop technical requirements for proposed solutions.

Proactively review of all internal systems (Tekcare) and procedures to identify opportunities for improvement.

Dealer Management and Conflict Resolution:

• Effectively manage escalations between the dealer and facility primes.
• Responsible for the escalation of customer issues to management and ensuring that all issues are clearly identified and brought to the attention of the appropriate management members in a timely manner.
• Resolve complaints and inquiries with the goal of providing superior quality service to internal and external customers.

EDUCATION & EXPERIENCE REQUIREMENTS

• University Degree, College Diploma, or relevant job experience.
• 5-10 years of Customer Service management experience overseeing multi-disciplined teams.
• Process trained (Lean/Black Belt certified) desirable.
• Excellent computer skills (PowerPoint, Excel, Word) and knowledge of data processing and materials requirement planning desirable.
• Strong written and verbal communication skills.
• Excellent time management and organizational skills.
• Proven training and coaching skills.
• Strong leadership abilities that compliment strong interpersonal skills dealing with individuals with varying backgrounds.
• Excellent conflict mediation and problem solving skills.
• Ability to multi-task in a fast paced environment that is deadline oriented
• Ability to work independently as well as within a team environment
• Knowledge of the office furniture industry is desirable
• General understanding of manufacturing operations
• Bilingual in French and English an asset

Job Type: Full-time

Job Location:

• North York, ON

Required education:

• Bachelor's