Manager, Customer Service (Winnipeg, MB; Red Deer, AB)

For over 50 years, Westward Parts Services Ltd. has been Canada’s leading distributor of Agriculture & Industrial Parts, Acreage & Estate Equipment and Sprayer Parts. We are the exclusive MacDon Performance Parts supplier for Canada. We also market thousands of quality replacement parts and accessories for combines, tractors, balers, cultivators, sprayers and more. 

JOB SUMMARY:

Reporting to the Director of Global Parts Sales and Support, this position is responsible for providing excellent customer service to all stakeholders of Westward Parts Services Ltd. by leading the Customer Service team and ensuring efficient and productive operations. 

RESPONSIBILITIES:

• Lead and mentor the Customer Service Team; responsible for hiring, training, scheduling and conducting performance reviews for the team members 
• Actively promote team engagement and ensure positive work environment for all stakeholders 
• Lead the team in managing customer facing activities; order taking, product support-including returns, resolving credit issues and shipping discrepancies  
• Work collaboratively with Department Managers and Supervisors  
• Actively participant in business planning  
• Develop and implement customer service standards and metrics that continuously improve quality and productivity  
• Actively review and evaluate current procedures and implement process improvements 
• Manage the process for warranty issues and customer returns 
• Other Responsibilities as assigned 

QUALIFICATIONS:

Academic/Educational Requirements: 

• Post-secondary education and/or professional designation specializing in business, agriculture or equivalent.  

Required Skills/Experience: 

• Ability to lead and motivate others 
• Related work experience in a customer service environment 
• Relevant experience in a manufacturing or agriculture business environment 
• Detail oriented with the ability to work in a fast paced environment 
• Strong verbal and written communication skills  
• Strong interpersonal skills. 
• Excellent customer service, problem solving and conflict resolution skills. 
• Organized with excellent time management skills. 
• Highly Computer Literate with competence in MS office, knowledge of JDE considered an asset.