ICSA Toronto Chapter is dedicated to improving the customer service industry by communicating and promoting job opportunities for our members. The following positions have opened up:
Customer Service Representative
Posted by Quandra Chemicals Ltd. on April 26, 2012
Quadra is an informed market leader of chemical and ingredient distribution services in Canada. We have been in business for more than 30 years thanks to our loyal customers, supplier partners and dedicated employees.
Quadra has achieved 50 Best Canadian privately held medium sized corporation status 9 years running and was recognized as a Best Small and Medium sized employer in 2010.
We offer challenging opportunities for talented, engaged people to grow and succeed. Quadra provides an environment in which our employees can enjoy career paths filled with success and personal growth. Quadra provides a competitive benefits package including incentive and pension plans.
We currently have a permanent full-time Customer Service Representative position open which is based in our Burlington, Ontario facility.
The CSR will be responsible to handle day to day customer service issues and the ideal candidate will possess the following requirements:
- Minimum of 5 years relevant customer service experience
- University grad or post secondary education would be an asset
- Team leader or supervisor experience would be an asset
- Proven computer and excellent organizational skills, experience in working in an advanced computer system environment (JD Edwards or SAP)
- Ability to problem solve, make decisions, work with a sense of urgency and set priorities while working in a high performance team culture
- Entrepreneurial individual, self motivated with leadership skills and the ability to work independently
- Superior interpersonal, communication, analytical and presentation skills are needed
Contact:
If you are interested in joining our dynamic team and meet the qualifications, or if you know anyone who would be interested, please forward resume along with letter of intent to Human Resources at:
Quadra Chemicals Ltd.
Toll-Free Fax: 1-866- 424-9458
Email: resume@quadra.ca
Subject: CSR – Burlington
No phone calls please. Only candidates with relevant qualifications will be contacted.
Client Service Manager
Posted by Gilmore Partners on April 16, 2012
Our Client is looking for a key person to join their leadership team responsible for Customer Service Department (10+ people), and Service Department (5+ people) with a focus on change management, process improvement, financial management, system integration/implementation, metrics development, managing KPI’s, and aligning Canadian performance with global service expectations.
This role requires someone with experience in customer service leadership, operations, project management, financial management and strong people management with experience in dealing with organizations going through organizational change. Role reports to Canadian General Manager
Ideal candidates will have experience with a consumer package goods or durable goods company and exposure to SAP.
Qualifications
- 5 – 7 years experience in a similar leadership role
- Project management and operations experience
- People management experience
- Financial management experience
- Change management experience
- University Degree with a preference on post graduate degree
- Strong interpersonal communication skills
- Ability to work with a global team on system implementation
If you feel you are a fit for this role please do email your resume to Ieva Albaviciute; Ieva@gilmorepartners.com / Brian Sekandi; brian@gilmorepartners.com. Your application will be dealt with in a completely confidential manner. Please note only those deemed to be a good fit for this role will be contacted back, no phone calls please. Reference #CSM1079
Bilingual Team Development Manager (French/English)
Posted by BLJC on March 6, 2012
(Ref #12506)
Full-Time Permanent Location: Markham, Ontario
Salary: starting $60K + bonus
SUMMARY
The Bilingual Team Development Manager will be responsible for training, developing and mentoring a team in a 24/7/365 environment. The incumbent is responsible for the performance and development of each CSR on their team, including improving productivity, coaching and improving quality. Shift work and on-call rotation are required.
FUNCTIONS AND RESPONSIBILITIES:
- Act as a coach and resource person for Customer Service Representatives regarding BLJC’s contracts and services.
- Complete and review Coaching and Performance Planner for each CSR.
- Complete and review Career Development Planner (Optimizer) for each CSR (bi-annually).
- Through regular performance meetings, set goals and track the progress of each CSR. Identify training needs and performance gaps.
- Execute performance plans for CSR’s who are not meeting targets including progressive disciplinary steps.
- Complete disciplinary action as required up to and including employee terminations.
- Reporting: Complete and review Productivity Tracking Sheets, review Attendance Tracker, review Quality Monitoring reports.
- Motivate CSR’s through consistent recognition, goal setting and by generally fostering a positive environment.
- Perform “live” call monitoring for the purpose of coaching and quality improvements.
- Conduct training (client or customer service) as required.
- Take calls as required.
- Manage contractual KPIs and CSR skill sets via contact management software.
- Perform on-call duties.
- Performs other duties as assigned.
KNOWLEDGE AND SKILLS:
- Bilingual (French/English) is a requirement with excellent oral and written communications skills in both languages.
- Facilities management experience an asset.
- Strong interpersonal skills.
- Demonstrated leadership and people management skills.
- Strong listening, decision making and problem solving skills.
- Strong understanding of Call Centre performance metrics.
- Demonstrated experience in handling progressive disciplinary situations.
- Ability to work independently with little or no supervision.
- Ability to prioritize efficiently and cope well with deadlines and workloads.
- Ability to work in fluid environment and manage change.
- Demonstrated ability to motivate and coach employees.
- Proficient in Microsoft Word, Excel, PowerPoint , service request system and contact management software.
- Ability to work varied shifts and perform on call duties.
Please submit your resume to: resumes@bljc.com
Project Manager, Member Experience – Kelowna
Posted December 22, 2011 by Interior Savings Credit Union
Interior Savings is the largest credit union based in the interior of B.C. We deliver exceptional financial services and products to over 82,000 members in 14 communities through 21 branches, two Commercial Services Centres and associated companies.
We are seeking solution-focused people to help us deliver our vision – to be the best in the communities we serve. As a valued team member, you will experience a diverse, exciting and rewarding workplace and a great place to build a career.
Project Manager, Member Experience
Full Time – Contract position for approximately 2 years
The primary focus of the Project Manager, Member Experience is to lead the development and implementation of a member experience strategy that aligns with the Interior Savings’ business model. This role owns the member experience strategy development process including multi channel and member touch points and acts as steward and champion to build a member experience management discipline for the Credit Union. Working with senior leaders, identify and frame strategic issues and opportunities, develop standards and measurement processes and work with stakeholders to ensure successful implementation.
Closing Date: January 14, 2012
Qualifications:
Education
- Bachelor’s degree/diploma requiring 3-4 years full-time study or equivalent
Experience
- 5 – 7 years of job-related experience in a related field
Skills and Abilities
- High level of strategic thinking with the ability to integrate knowledge of diverse business functions in the financial or retail sectors.
- Demonstrated ability to solve complex business problems and implement solutions.
- Ability to articulate and promote a vision that helps drive adoption of a new business model.
- Ability to collaborate with and understand the needs of senior leadership and their staff while translating those needs into actionable plans
- Strong leadership skills; ability to drive change with strong influencing skills.
- Excellent written and verbal communications skills
- Ability to deal with ambiguity; ability to guide, influence and navigate effectively with different stakeholders in achieving company goals.
Qualified applicants are invited to forward their cover letter and resume to:
Interior Savings Credit Union
Human Resources Services
200-678 Bernard Avenue
Kelowna, BC V1Y 6P3
Fax: 250-869-8339
Email: hrworks@interiorsavings.com
We thank all applicants for their interest and will contact short-listed candidates.
Customer Service/Buyer
Posted November 23, 2011 by Food Supplies Canada
Do you enjoy customer interaction and providing exemplary service in a fast paced environment? Are you looking for variety and challenge?
A leading distributor of supplies and ingredients to the food industry across Canada, we have immediate availability for a results-oriented Customer Service Representative/ Buyer. We are seeking an experienced, energetic and inspired individual willing to go the extra mile. This hands-on and varied role requires you to manage and coordinate specific aspects of the customer service/buyer function for our extensive array of products. You will be responsible for meeting customer needs through sourcing and negotiating with suppliers globally. Frequent interaction with our valued customers is a big part of this important role.
Required:
- Procurement background with 3-5 years’ experience
- Background in Food Retail and/or Food Service required
- Exemplary Customer service orientation
- Related Business Degree
- Microsoft Word, Excel, Outlook, PowerPoint , Database Management System
- Demonstrated Vendor Management capabilities
- Self Motivated and able to operate in a hands-on environment
We offer you the opportunity to work with our energetic, hard-working, customer-focused team in a fast-paced environment. A competitive salary and a full benefit package are included.
Interested applicants should send their resume with career objectives and salary expectations to Erica Clark at eclark@foodsupplies.ca. No phone calls please.
We thank all applicants but regret that only those selected for an interview will be contacted.
Vice President – Sales, Marketing and Customer Care
Posted November 9, 2011
Bruce Telecom, a world-class telecommunications provider, services regions of Southwestern Ontario with a full suite of digital cable, internet, phone and wireless services to business and residential customers. By making substantial investments in infrastructure and priding itself on keeping up with leading edge technology, Bruce Telecom continues to operate as a business focused on local people committed to providing local persons, businesses and institutions with the most affordable and highest quality communications and entertainment services possible. Celebrating its 100th year anniversary this year, the Board and new CEO have charted an exciting path for sustainability and growth over the next decade.
Reporting directly to the President & CEO, the Vice President, Sales, Marketing and Customer Care will be an essential member of the Executive team and play a pivotal role in determining and executing company strategies and plans. The Vice President will develop and implement Bruce Telecom’s B2C and B2B sales, marketing and customer service strategy. With competition in several of its markets heating up in 2012, the Vice President and his/her team is now tasked, as a key priority, with enhancing the company’s call centre operations in an effort to more effectively and efficiently deal with customer calls ranging from billing inquiries to technical service requests. Managing, motivating and mentoring a committed team is also crucial to this role as is effectively managing relationships with all external partners and stakeholders including agencies, community leaders, governments and regulators.
The ideal candidate will have 10+ years of progressive sales, marketing and customer service experience gained in organizations offering B2B and B2C services. Industry experience from a telecom, cable, internet and/or wireless communications provider is ideal. Familiarity with other subscriber-based, annuity revenue businesses would also provide a ‘quick study’ VP candidate with a solid foundation to build upon. By calling on a track record of enhancing customer satisfaction through effective call center management, the new VP will help solidify new and existing customer relationships while building deep loyalties. With this delivered as a cornerstone, the VP and his/her lean team will overlay innovative sales & marketing programs that will drive revenue growth and capitalize on the upgraded infrastructure. Demonstrate your strong leadership capabilities and exercise your ability to work both strategically and tactically as a key member of this 80-person stand-alone communications jewel based in Kincardine, Ontario.
Shorter commutes, a beautiful 4-season setting, lower living costs and the uniqueness of having a home and cottage all in one makes this a career and personal opportunity not to be overlooked!
To apply for this exciting opportunity and to request any additional information, please contact Melanie Knowles at 416 640 4305 or at mknowles@amropknightsbridge.ca.
FedEx Express Call Center Customer Service Representative Part-Time or Full Time
Posted July 27, 2011
FedEx Express Canada Ltd. is part of the world’s largest express transportation company. Our award winning organization puts its people first based on our People-Service-Profit philosophy. We offer a comprehensive rewards package to all permanent full-time and part-time employees, which includes: dynamic work environments, competitive salary and bonus opportunities, benefit options including health and dental coverage, pension plan and a promote from within policy.
General Summary
As a call center representative you will collaborate with customers and offer superior customer experience on FedEx services. You will identify customer needs and provide the best resolution over the phone using leading edge technology, tools and resources.
Click here for full job description and to apply in Mississauga, Ontario.
Click here for full job description and to apply in St. Laurent, Quebec.