Customer Service Manager

Our vision and values

Fene-Tech is a Quebec-based manufacturer of custom doors and windows, with three production facilities and more than 110 employees. As a subsidiary of the Atlantem Group, the company is undergoing a major transformation to support its growth.

Job description

Reporting to the Director of Sales and Customer Service, the Customer Service Manager is responsible for the internal sales and after-sales service teams. Their mission is to ensure a seamless and efficient customer experience throughout the customer journey. To achieve this, they lead their team, coordinate efforts across different departments, and ensure the continuous improvement of processes that impact customer satisfaction. They serve as a vital link between sales, production, logistics, and other company functions to ensure that customer requests are handled quickly and efficiently.

Responsibilities

Management and Leadership

  • Manage, motivate, and develop the internal sales and after-sales service teams;
  • Set priorities, allocate resources, and regularly monitor the team's performance;
  • Promote a positive work environment focused on collaboration and accountability.

Customer Experience

  • Ensure that the customer experience is simple and fast;
  • Ensure the effective follow-up of requests, complaints, and cases requiring special attention;
  • Support the team in resolving complex situations;

Coordination and Collaboration

  • Ensure effective collaboration between sales, production, logistics, and other departments;
  • Facilitate the flow of information to ensure the smooth processing of orders and service requests;
  • Contribute to the achievement of the company's service and customer satisfaction goals.

Continuous Improvement

  • Analyze performance indicators for your industry;
  • Identify opportunities for improvement and implement solutions;
  • Actively participate in optimizing processes related to customer service, internal sales, and after-sales service;

Profile required

  • Inspiring leadership and the ability to rally a team around common goals;
  • Excellent communication and collaboration skills;
  • Strong organizational and prioritization skills;
  • Customer-focused approach and a commitment to finding solutions;
  • Ability to analyze issues and solve problems effectively;
  • Comfortable working in a changing manufacturing environment.

Conditions

  • Full-time, permanent position;
  • Daytime schedule;
  • Salary based on experience and qualifications;
  • Group insurance plan;
  • Pension plan;
  • Social activities;
  • Work location: Amqui.

Requirements

  • Relevant education in administration, management, or a related field;
  • Significant experience in customer service, inside sales, or administrative operations management;
  • Experience in personnel management;
  • Experience in a manufacturing environment is a significant asset;
  • Knowledge of the doors and windows industry is a plus;
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We thank all those who apply.