Client Services Manager

Purpose of the Position

To lead and manage the day-to-day operations of the Client Services team to ensure a high level of professional support to Demant customers. Responsible for monitoring, reviewing, planning and implementing client service strategies, activities and operations, sourcing and evaluating new technologies to improve service delivery, and effective resource planning.

Job Type: Permanent Full-Time

Location: Kitchener, ON

Work Setting: In-Person

Responsibilities - Operational

• Support and provide direction to team members in relation to process, policy, daily operations as it relates to their daily responsibilities.

• Monitor daily KPIs (phone, email, call back, backorder) to ensure all requests are completed in a timely manner. Daily monitoring of complaint report. Ensure complaint resolution to each complaint.

• Act as a liaison between Client Services and Sales, Operations, Audiology, Finance, Distribution and other internal departments.

• Monitor and report on department metrics (phone, email volume/timing) to ensure proper resource allotment to meet customer demand.

• Create and analyze performance reports (phone, email and complaint reports) to identify trends and opportunities for improvement, need for escalations.

• Maintain, review and constantly improve operations by monitoring system/employee performance, identifying and resolving problems, preparing and executing action plans, creating performance metrics, and completing reports and system audits.

• Organize staffing and plan workload for the department to ensure equitable work distribution.

• Identify department training needs, schedule training, and maintain up-to-date training records.

• Involved in the recruitment and selection process, communicate job expectations, offer coaching opportunities to staff, take corrective/disciplinary actions (including terminations) where appropriate, conduct performance reviews, enforce Company policies and procedures, and manage the professional development of team members.

• Create and maintain an inclusive team-oriented work environment.

• Perform all duties inherent in the role of Manager as defined by the Company which includes hiring, taking corrective/disciplinary actions when appropriate, terminations, performance reviews, and the professional training and development of subordinates.

Responsibilities - Strategic

• Lead the Client Services activities on a national basis by developing national Client Services business plans, objectives, programs and communications for all Demant Canada Companies.

• Develop/implement department/staff KPIs for the Client Services team to enhance the overall customer experience for customers.

• Create and manage the budget for the Client Services team.

• Work to identify and plan for department growth, process improvement and future initiatives including contributing information and analysis to organizational strategic plans and review.

• Work closely with Senior Management to support the Company business plans and objectives.

• Maintain a broad knowledge base related to services, products, programs, regulations/legislation, technologies and marketing strategies to meet Company goals and objectives.

• Develop, train and evaluate client service standards and identify, plan and execute customer interaction systems.

• Maintain professional and technical knowledge by tracking emerging trends and industry developments, attending relevant educational workshops, reviewing professional publications, establishing professional networks, and benchmarking state-of-the-art practices.

• Drive the Company Culture in the department and throughout the Company to ensure unity of purpose and fulfillment of the Company’s Commitment and Promise.

• May work on special projects or perform other duties as assigned by Manager.

Education and Related Experience

• Degree or Diploma in Sales, Customer Service, business administration or related field
• Minimum of 5 years in Customer Service
• 3-5 years of experience in a leadership role managing a client services team
• Experience working with an ERP system (Navision is an asset)
• Proficient with Microsoft Office programs (Word, Excel, PowerPoint, etc.)
• Customer-facing social media experience an asset
• Excellent interpersonal and communication skills to interact with customers and team members
• Effective and professional telephone/email etiquette with a strong customer focus
• Tactical and critical thinker with the ability to identify success factors and obstacles to success

Reporting and Contacts

Supervision Received: 
Primary reporting relationship is typically to VP of Professional Services

Supervision Exercised: 
Provides direct supervision of the Client Services team. Has the authority to prepare and conduct performance and compensation reviews, hire, transfer, discipline, and discharge subordinates in accordance with established Company policies and procedures.

Internal and External Contacts: 
Regularly interacts with members of the Client Services team. Liaison with other Company managers on a regular basis. Routinely interacts with members of the Audiology, Sales, Operations and Finance teams. Maintains regular contact with non-management and management staff in Accounting, Operations, and Distribution. Daily interaction with customers.