FortNine is a rapidly growing motorcycle and powersports e-commerce company. Join a team of multidisciplinary experts passionate about making an impact on the industry and redefining how people shop in Canada.

Reporting directly to the Director of Operations, the Customer Service Manager is responsible for ensuring that FortNine customers are satisfied at all times. This role includes managing the CS department, training and retaining the talents and maintaining the highest standards in ensuring that all the policies and procedures are followed.

MAIN RESPONSIBILITIES:

Ensure quality customer service is being offered:

• Being the customer advocate; we want you to be the constant reminder of what the customer wants in every aspect of the business,
• Keeping the team motivated
• Proposing and documenting new CS policies
• Handling exceptions and second level escalations
• Regularly reviewing customer interactions (phone calls, emails, chats) and providing constant feedback to CS agents
• Reviewing any negative feedback and sharing lessons learned with the team(s)

Ensure the CS team is organized, efficient and productive:

• Managing workloads and schedules, setting expectations and goals, and following up
• Reviewing, improving, and documenting workflow processes
• Investigating and reporting issues with the operations, catalog, and other departments
• Holding regular team meetings
• Reviewing, updating, and documenting CS policies
• Managing the bonus program for CS team
• Managing the performance of the existing staff

Ensure the CS department is properly staffed:

• Determining if dedicated resources are sufficient.
• Assisting in hiring / training new talent

Miscellaneous tasks: 

• Ensure that the company reputation and image in the industry is consistent,
• Create, track and record CS KPIs and metrics to measure team productivity.

PREFERRED SKILLS AND COMPETENCIES: 

• Organizational and planning skills to develop budget, strategies, internal policies, and resource allocation
• Communication skills that allow you to inform, help and advise customers clearly and to liaise effectively with other professionals
• Listening skills, to understand exactly what customers and team members require
• Problem-solving skills
• Confidence, patience, politeness, tact and diplomacy, when dealing with difficult situations
• Motivational skills and an ability to supervise and lead a team of customer service agents
• Creative thinking, to be able to come up with new ideas to improve customer service standards
• Ability to work well under pressure.
• Able to build and maintain lasting relationships with other departments, key business partners, and government agencies.
• Advanced computer skills (familiarity with project management tools i.e. Jira, Confluence and advanced level of Excel).

QUALIFICATIONS AND JOB REQUIREMENTS: 

• Previous supervisory/account management/management experience for at least 5 years for a team of 15+.
• University degree preferred.
• Knowledge of customer service and administration
• Industry experience (e-commerce)
• Must be located in Montreal, QC and able to commute to the office on a Hybrid model.
• Expert communication skills in English and French, both verbally and in written form.

WHAT WE OFFER:

• Competitive salary.
• Paid personal days.
• Health Insurance including medical, dental, vision and life.
• Healthy Snacks and Drinks.
• Quiet, clean and newly built office environment.
• Located within a 5-minute walk from Du College station (orange line) and offering free parking.
• Ergonomic workstations and the best tools made available to you.
• Hard working, respectful and friendly coworkers.
• A strong culture that encourages collective accomplishments and enables individual progression.