Customer Service Manager
American Iron & Metal (AIM)
- Hamilton, Ontario, Canada
- Hamilton, Ontario, Canada
À propos
American Iron & Metal (AIM) is a family-owned company and recognized global leader in the metal recycling industry with more than 125 sites and 4000 employees worldwide. We have continued to prosper for the last eight decades thanks to the dedication of our employees and the ongoing trust and support of our customers.
Become part of team AIM, a growing team with an entrepreneurial spirit who has over the years evolved into a successful and multifaceted company with business divisions that include metal recycling, decommissioning and demolition, auto-parts sales and recycling, manufacturing of solder assemblies, construction waste recycling, and production of customized industrial and mining products.
We take pride in doing good things for the environment to help create a greener, more sustainable future for all.
It's simple; we do it right. We AIM for excellence.
Job Description
American Iron & Metal (AIM) is looking to add a Customer Service Manager to join our growing logistics team. As an AIM CSM, you will lead the customer service team to deliver exceptional customer experiences. This role is responsible for overseeing daily operations, improving service processes, resolving escalated issues, and ensuring customer satisfaction aligns with company standards and goals. The scope of work consists of 1500 customers, 24 operations and over 100 drivers.
What you're responsible for:
Lead, coach, and develop customer service representatives
Monitor team performance and provide regular feedback and training
Handle escalated customer complaints and complex service issues
Develop and implement customer service policies and procedures
Track and analyze customer service metrics (CSAT, response time, resolution rate, etc.)
Collaborate with other departments to improve customer experience
Ensure consistent, high-quality service across all customer touchpoints
Prepare reports on team performance and customer trends
Manage scheduling, staffing levels, and workflow optimization
Qualifications
To join our team:
You have a bachelor's degree in Business, Communications, or a related field (or equivalent experience)
You have proven experience in customer service, with leadership or supervisory experience preferred
You have strong communication, problem-solving, and conflict-resolution skills
You have the ability to lead and motivate a team in a fast-paced environment
You are proficient with CRM systems and customer service software
You have strong organizational and time-management skills
You have leadership and people management skills, with emotional intelligence and patience.
You have a customer-focused mindset.
You have the ability to make data-driven decisions and improve processes.
You have excellent verbal and written communication skills.
Additional Information
What we offer
A competitive wage, vacation, benefits and a RRSP matching program
Annual AIM tuition scholarship program up to $8,500 per eligible dependents
The tools and support needed to be successful in your career and professional development
A dynamic & rewarding work environment that is also a lot of fun
This role offers a competitive compensation package with an annual salary range of $90K-$120K.
Compétences linguistiques
- English
Avis aux utilisateurs
Cette offre provient d’une plateforme partenaire de TieTalent. Cliquez sur « Postuler maintenant » pour soumettre votre candidature directement sur leur site.