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Manager Client Services (Heavy Equipment) - Canada

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Date: Aug 14, 2019

Location: London, ON, CA, N6G 5C6

Company: CDK

Job Description

Accélérez votre carrière 
Technologies globales Drive 
  
Avec des revenus de plus de 2 milliards de dollars, CDK Global est un chef de file mondial en approvisionnement de solutions intégrées de technologies de l’information et de marketing numérique à l’intention des détaillants automobiles 
et des secteurs connexes. Axée sur la réussite du commerce automobile de bout en bout, CDK fournit des solutions à des concessionnaires situés dans plus de 100 pays à travers le monde, servant approximativement 28 000 détaillants et la plupart des fabricants 
automobiles. Les solutions CDK Global automatisent et intègrent les processus critiques depuis la publicité numérique prévente ciblée, jusqu’à la vente, le financement, les assurances, l’approvisionnement en pièces, les réparations et l’entretien des véhicules, 
avec une orientation accrue vers l’utilisation de l’analyse de données et de l’intelligence prédictive.   
  
Nous sommes assez importants pour faire une différence, mais assez modestes pour que votre voix soit entendue. En bref, nous sommes un organisme au sein duquel chacun importe. Il vous est possible d’exercer une influence sur la réussite 
de notre entreprise ainsi que sur celles de nos clients, peu importe la carrière que vous choisissez de poursuivre.

 

Accelerate Your Career

Drive global technology

 

With more than $2 billion in revenues, CDK Global is a leading global provider of integrated information technology and digital marketing solutions to the automotive retail and adjacent industries. Focused on enabling end-to-end automotive commerce, CDK provides solutions to dealers in more than 100 countries around the world, serving approximately 28,000 retail locations and most automotive manufacturers.   CDK Global solutions automate and integrate critical processes from pre-sale targeted advertising to the sale, financing, insurance, parts supply, repair and maintenance of vehicles, with an increasing focus on utilizing data analytics and predictive intelligence.   

 

We’re large enough to make a difference but small enough for your voice to be heard. This means that we are an organization where every person matters. You can make an impact on the success of our business and that of our customers regardless of what career you decide to pursue.

 

From data scientists to sales and client service experts, we’re hiring to support your growth and ours - Green light your career.  

The Manager of Customer Support Operations, in summary, is charged with and responsible for managing our Customer Support team to ensure the highest possible level of customer satisfaction, customer retention, employee satisfaction, and employee retention

The Manager’s duties and responsibilities include but are not limited to the following:

  • Responsible for overall satisfaction of customers supported. 
  • Responsible for overall performance of the customer support team(s).
  • Robust understanding of contact center metrics. 
  • Proven ability to streamline internal and external customer-centric processes to maximize efficiency.  
  • Solid understanding of Net Promoter scoring methodologies and proven track record of continuous improvement.
  • Prepares call/contact center performance reports by collecting, analyzing, and summarizing data and trends.
  • Coordinate internal training and manage career path of associates.
  • Responsible for hiring, staffing, and scheduling.
  • Responsible for monthly, quarterly, and yearly employee reviews.
  • Travel to customer site for account review discussions and to resolve pressing issues
  • Oversight of and accountability for departmental budget
  • As a senior manager of the company, responsible for overall business unit performance
  • Maintains a high state of integrity and professionalism in carrying out the duties and responsibilities of this position.
  • Performs all other duties assigned by the VP/RGM

QUALIFICATIONS

  • Undergraduate degree or equivalent experience required
  • Must be a professional, self-motivated team player with excellent people skills.
  • Strong troubleshooting, problem solving, and conflict management skills required.
  • Excellent organization skills
  • Minimum of two years directly managing customer support/contact center experience in a technical environment required.
  • Previous management experience in a technical environment required

 

SKILLS, KNOWLEDGE & ABILITIES

The person who holds this position should possess the following skills, abilities, traits, and knowledge (ranked from 1-10; 1 being the least and 10 the most important) relative to those skills and experience level required to fill the position:

  • Leadership Skills (10) Good People Skills (10) Decision Maker (10) Problem Solver (10) Motivator and Motivated (10) Communicator (10) Team Player (10) Computer Literate (9)  Delegation (8) 
  • Use of analytical, organization, and observation skills that demonstrate the ability to grasp concepts or needs, and organize, implement and manage programs/solutions.
  • Excellent work ethic
  • Ability to succeed in a competitive, high-performance work environment
  • Be a self-starter, able to work independently and collaboratively
  • Able to clearly articulate objectives and rules of engagement to build a cohesive team
  • Create and maintain a positive work environment where all employees can maximize their job satisfaction and productivity.
  • Team player with ability to coordinate efforts and collaborate with other department leaders in Sales, Operations, and R&D
  • Strong computer skills with current technical knowledge, i.e., proficiency w/MS Office (Excel/PP)
  • Bias for continuous improvement; ability to understand root cause and always look for ways to do things better
  • Ability to make judgment calls in the best interest of customers, employees, and CDK

 

REPORTING RELATIONSHIP

  • The Manager, Customer Support reports to the VP & RGM

 

AUTHORITY

  • The Manager, Customer Support is delegated with the authority to make decisions and take actions required to satisfy the responsibilities of the position. Included with the authority is accountability for both actions taken and actions not taken.

CDK Global sait que des passions vous animent en dehors du travail. La famille, les amis, les événements sportifs et des tas d’autres choses occupent votre vie. C’est pourquoi nous offrons un ensemble exhaustif d’avantages sociaux non seulement 
pour prendre soin de vous, mais aussi de votre famille. Tous les avantages offerts entrent en vigueur dès le premier jour de votre embauche et incluent un REER avec contribution équivalente, des congés payés pour vous remettre en forme ou faire don de votre 
temps au sein de votre communauté, et le remboursement de frais de scolarité, pour n’en énumérer que quelques-uns.      

Chez CDK, nous nous enorgueillissons de la diversité de nos effectifs. Nous estimons et célébrons le caractère unique de chaque individu et les points de vue variés qu’ils apportent. Nous offrons des chances d’accès égales en matière d’emploi 
sans égard à la race, la couleur, la religion, le genre, l’identité ou l’expression du genre, l’orientation sexuelle, l’origine nationale, la génétique, l’état de handicap, l’âge, la situation matrimoniale, ou l’état de protection d’anciens combattants. 

CDK Global knows you have passions outside of work.  You have family, friends, sporting events, and lots of things going on.   That’s why we offer a comprehensive benefits package to not only take care of you but your family as well.   All of our benefits are effective the first day of employment including RRSP matching, paid time off to re-energize, donate your time to volunteer in your community, and tuition reimbursement to name a few.

At CDK, we pride ourselves on having a diverse workforce. We value and celebrate the uniqueness of individuals and the different perspectives they provide. We offer equal opportunity employment regardless of race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability status, age, marital status, or veteran status.  Accommodations are available on request for candidates taking part in all aspects of the selection process.

 


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