Customer Operations Manager Jobs in Calgary, AB (NOW HIRING)

Some important details: 

Warehouse Address: 25 Aero Dr NE, Calgary, AB T2E 8Z9, Canada

Shift: 7:00AM - 3:30PM

Some of what you will do:

Responsible for the supervision of all warehouse staff, as well as Furniture inbound and outbound operations, coordinating maintenance support, numerous administrative functions and ensuring that customer service standards are met and maintained. Reports to Furniture Operations Manager or Regional Furniture Operations Manager.

Specifically, You Will:

• Supervises all furniture staging operations, including the staging staff as direct reports.

• Supervises all furniture delivery activities, including the delivery staff as direct reports.

• Ensure superior customer services standards are met and maintained by the furniture staging and delivery group through comprehensive training, onsite job supervision and follow up with customers on quality control.

• Supervises and provides leadership to the Warehouse staff including hiring, training, work assignments, development opportunities, and performance evaluations. Provides guidance on goals and objectives through clear, effective, timely and constructive feedback to employees.

• Determines work procedures, prepares work schedules, and expedites workflow.  Assigns warehouse duties to furniture warehouse associates.  Coordinates activities to meet productivity goals and operating objectives.

• Responsible for administration of submitting payroll for all Furniture warehouse, staff. Will submit payroll for other operations staff in their absence as needed.

• Work with the Furniture Operations Manager for the hiring of warehouse staff, providing the main point of contact for the HR coordinator.

• Responsible for the administration of invoicing and purchasing for equipment, tools, testing, training and any other miscellaneous functions. Has signing authority up to $500.

• Responsible for the compilation and communication of specific metrics as detailed by the Operations Manager - Alberta.

• Creates and maintains an environment that promotes excellent communications between the furniture staging and delivery team, with all other groups within the furniture operations division.

• Demonstrates leadership in the area of safety. Observes and enforces local, provincial and federal safety rules and regulations. Encourages safe work behaviors, and promptly corrects conditions and unsafe behaviors which may lead to accidents.

• Any assigned duties as required.

• Assist in the coordinating general activities of the furniture department as laid out by the Calgary furniture Sales Manager and the VP of furniture.

• Support internal and external customers by answering customer inquiries and researching complaints. 

• Evaluate, document, resolve and follow-up on customer complaints within a timely manner.

• Mitigate and bridge all business transaction issues between Sales, Order Management and the warehouse/delivery/installation team.

• Maintain quality standards and develop and implement improvements to sales support processes and procedures.

• Measure the quality of support by tracking errors, mistakes, and other costs pieces of furniture transactions in order to provide a basis to engineer improvements to the support structure.

• Conduct meetings with sales support personnel to discuss current and future challenges and opportunities for better internal and external customer support.

• Resolve order discrepancies and questions with manufacturers.

Some of what you need:

• High school diploma required.

• Excellent supervisory skills.

• General knowledge of office furniture products.

• Competence with CFS program is a major asset.

• Strong communication skills, both verbal and written.

• Strong interpersonal and customer relations skills.

• Time management and organizational skills.

• Ability to work under short lead-times and deadlines.

• Strong analytical, problem-solving, and process-thinking skills.

• Computer literacy including competency related to MS Windows based desktop applications.

Physical demands/working conditions:

• Warehouse environment. 

• Daily interaction with the furniture outbound group, furniture warehouse group, 3rd party installation groups as well as furniture order management/order acquisition teams. 

• Will have regular interaction with customers, vendors, headquarters, and divisional furniture management.

Some of what you will get:

• Associate discount

• Health and Dental benefits

• RRSP/DPSP

• Performance bonuses

• Learning & Development programs

• And more...

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