Customer Service Manager

At Empire, we take pride in continuous evolution. The driving force behind our business growth is a skilled and dedicated team of professional Designers and Trades people that pride themselves of a high quality customer experience. 

We’re searching for a highly qualified Customer Service Manager to help us maintain our position as an innovative Company. The ideal candidate will have Cabinet making experience or Renovation experience on a residential level. Experience and strong skills in developing and overseeing work flow. The Customer Service Manager will be responsible for all project scheduling, materials ordering and working closely with the site Manager to achieve a seamless renovation result for the client.

Objectives of this role

• Build and develop the project team to ensure maximum performance, by providing purpose, direction, and motivation
• Lead projects from requirements definition through deployment, identifying schedules, scopes, budget estimations, and implementation plans, including risk mitigation
• Coordinate internal and external resources to ensure that projects adhere to scope, schedule, and budget
• Analyze project status and, when necessary, revise the scope, schedule, or budget to ensure that project requirements can be met
• Establish and maintain relationships with relevant client stakeholders, providing day-to-day contact on project status and changes

Responsibilities

• Establish and maintain processes for managing scope during the project lifecycle, setting quality and performance standards and assessing risks
• Develop and maintain partnerships with third-party resources, including vendors and researchers
• Assign and monitor resources to ensure project efficiency and maximize deliverables
• Report project outcomes and/or risks to the appropriate management channels and escalate issues, as necessary, according to project work plan

Required skills and qualifications

• Four or more years of project management experience
• Strong attention to deadlines and budgetary guidelines
• Proven success working with all levels of management
• Strong written and verbal communication skills
• Excellent presentation skills
• Experience in Buildertrend an advantage but not essential as training will be provided.

Preferred skills and qualifications

• Cert 3 or 4 in building and Construction or Cabinet Making
• Experience in developing platforms for internal processes
• Experience in coaching team to strengthen their abilities and skill sets