Manager, Customer Service

Employment type: Full-time
City: Montréal
Last visit: 2014-10-22
Author's ads: 1

Posted: 2014-10-22


Manager, Customer Service Job Number: - 1402936Job Function - Customer ServicePrimary Location - CAN-Quebec-MontréalShift - Week DaySchedule - Full-time Description The Manager, Customer Service is responsible for leading the team in three areas of activity: B2B Customer Service, B2C Customer Service and Keurig Technical Support. The leader must lead and support rapid growth and various projects with the specialized resources in each of the groups. The individual must assure and maintain excellence in customer service and operational management. The manager must act as the ambassador for KEURIG values with external and internal clients, and the team.


Responsible for the effectiveness of the department and takes the necessary measures to ensure the personnel adopt an advanced client approach;

Takes measures to ensure that quality and service standards are met;

Responsible for monitoring working methods and the effectiveness of processes;

Assures continuity of support in crisis situations;

Provides coordination for various marketing activities, ensures a close relationship with the managers of each department and coordinates the transfer of information within the Customer Service group;

Collaborates in implementing and optimizing new processes, projects, activities and tools;

Sets up procedures, performance indicators and ensures updating and compliance with standards;

Measures service levels: revises information, analyzes detected gaps, proposes solutions and monitors progress;

Actively participates in various projects that can impact customer service.

Supports and advises the team: gives continuous feedback on performance and makes appropriate tools available to encourage employee development;


University degree or equivalent experience

A minimum of 10 years of experience in managing a customer service department, ideally in a consumer goods industry

Experience managing a client technical support service is an asset

Knowledge of the customer service IT environment and systems, knowledge of Hybris is an asset

In-depth knowledge of telephone systems

Available to travel occasionally

Fully bilingual (English and French - oral and written)


Customer oriented

Focused on improvement

Team spirit

Leadership, good communication skills

Strong personnel management abilities

Responsible and organized

Resourceful and demonstrates initiative

Facility at extracting and presenting information for decision-making

Ability to summarize information

This person will be part of a dynamic and passionate team within a fast-growing organization. In addition to a competitive compensation package including benefits, RRSP and employee stock option plan, benefits and vacation, we also offer flexible work schedules, tuition reimbursement, continuous learning and development, a free coffee program and 52 hours of volunteer work yearly to help out in your community!

Industry: Consumer Products

Job Function: Customer Service