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Client Service Fulfillment Manager in Richmond Hill at Design Group Staffing

Date Posted: 2/16/2018

Job Snapshot

Job Description

Our client, a leading provider of automation products is seeking a Client Service Fulfillment Manager to join their team.  This is a full-time permanent position located in Toronto, Ontario.  Reporting to the President, as a customer advocate, your primary responsibility will be to ensure client relationships are continually strengthened and drive service delivery to exceed customer expectations. Key responsibilities include:

  1. As a creative and strategic leader, proactively oversee technical service delivery, in-house and field operations, project management and systems engineering.
  2. Provide strategic leadership for all related roles and direct reports supporting operational functions.
  3. Assume responsibility for organizational growth, revenue, delivery budgets, team development, training and continuous improvement.
  4. Manage staff activities, major projects, set work priorities and define individual accountabilities to ensure the success of the service delivery team and maximize results.
  5. Provide coaching and mentoring to staff, driving a collaborative mindset supporting a cross-functional integration of ideas.
  6. Consistently maintain post-sales service and establish innovative processes and best practices to achieve SLA’s while driving a customer centric-culture.
  7. Build trust, nurture and grow customer relationships through the execution of world class service and the effective delivery of products and solutions nationally.
  8. Liaise with international counterparts, sales, project managers and other stakeholders to develop and deploy teams to continually optimize costumer service.
  9. Proactively communicate and track deployment requirements, future resource needs and prepare operational reports.
  10. Monitor metrics related to service satisfaction levels and implement operational improvement plans.
  11. Assist in project cost estimating and develop budgets and financial analysis reports on field operations cost and margin optimization.
  12. Liaise with leadership team to report on deployment improvement progress and risks.
  13. Develop and maintain strategic departmental plans, budgets and controls, in alignment with corporate business growth and corporate objectives.
  14. Ensure adequate staffing levels are realized, playing a key role in the interview/selection and disciplinary process.
  15. Oversee and manage the Quality Management and ISO certification process.
  16. Promote preventive maintenance programs as required.
  17. Ensure operational business meets all legislated and company required safety and quality standards.
  18. Travel as required (estimated 30% max.).

Qualifications:

  1. University degree (major in business, electrical engineering or related discipline).
  2. 15 years’ of field operations experience with a focus on technical or industrial (emerging and developing markets).
  3. 5+ years’ experience managing field service and support operations.
  4. Strong ability to motivate teams and influence positive change, utilizing collaborative solutions with input from internal and external stakeholders.
  5. Experience leading and managing multiple direct reports in a customer focused, technical product environment.
  6. Strategic thinker with strong business analysis skills that has translated into business growth.
  7. Exemplary client service skills with the ability to maintain and extend client relationships.
  8. Experience analyzing financial reports and performance data in an effort to proactively identify problems, inefficiencies and implement improvements in key business areas.
  9. Strong financial and business acumen with and understanding of organization structure and cross-functional dependencies.
  10. Strong communication (verbal and written), presentation and interpersonal skills with extensive experience interacting directly with customers, distributors and suppliers.
  11. Strong computer literacy (including MS Office, MS Project, MS PowerPoint).

Interested applicants should send their resume in MS Word format to mbalogh@dg.ca quoting “Job #52930, Client Service Fulfillment Manager” in the subject line. 

Design Group thanks all candidates for their interest in this opportunity.  Due to the volume of resumes we receive we may only be able to respond directly to those candidates being selected for an interview. 

Accommodations for job applicants with disabilities will be provided upon request during the recruitment, assessment, selection and placement process.