Overview
Customer Care Manager Jobs in Edmonton – Alberta at Champion Petfoods
Title: Customer Care Manager
Company: Champion Petfoods
Location: Edmonton – Alberta
Category: Management
Position: Customer Care Manager – Hybrid Role
Changing the World, One Kibble at a Time Champion Petfoods is expanding! We are excited to announce we are looking for a
Customer Care
Manager to join our rapidly growing company.
Champion Petfoods is an award-winning pet food crafter with a reputation of trust spanning 35+ years. From our humble beginnings, founded in a small town in Alberta, Canada, Champion – with its ORIJEN® and ACANA® brands – is a key player in the global premium pet food industry. Our
purpose
, To Earn Pet Lover Trust Every Day so Pets Thrive for a Lifetime, provides the foundation for our highest aspirations as a company.
Being a partner to the communities that surround us – and the environment that sustains us – are top priorities.
We would love to hear from you if you are passionate about personal and
professional growth
and see yourself as a key player contributing to our continued success as an award-winning company.
Here’s the scoop – Summary The
Customer Care
Manager is responsible for leading and engaging a team of Associates to deliver amazing service experiences across a variety of traditional and digital channels. The
Customer Care
Manager is a critical strategic position in the organization and will work closely with Corporate Affairs,
Quality Assurance
,
Food Safety
and Legal teams. Reporting to the VP Corporate Affairs, the
Customer Care
Manager will be responsible for the day-to-day management and
leadership
of the
Customer Care
Team to ensure Pet Lover (consumer) expectations are met or exceeded, resulting in consumer satisfaction, brand and company loyalty and
advocacy
.
This leader will also handle issues that affect the company’s reputation and will lead case management of escalated concerns and issues. This role will liaise with global distributors, our global regional teams, and the sales team as they handle inquiries from Pet Lovers and retailers regarding Champion products. As the leader of the
Customer Care
Team, the primary responsibility is to ensure all Pet Lover concerns, issues and inquiries are managed in a timely, knowledgeable, and personable manner in which the Pet Lover feels they have had a positive experience.
Oversight of the Team includes responsibility for workforce management,
quality assurance
, team coaching and development.
The
Customer Care
Manager works a hybrid schedule both from home and out of our corporate office in South Edmonton.
What a typical day looks like:
Develop a strong Customer Service team through effective recruiting, training, and ongoing coaching.
Ensure we provide the best customer service in the pet food industry by delighting pet lovers and exceeding their expectations. Encourage “surprise & delight” experiences and
lead the team
to meet or exceed agreed upon service level metrics, time it takes to close cases and improve quality metrics.
Maintain and improve
Customer Care
operations by monitoring system performance; identifying and resolving problems; preparing and completing action plans; completing system audits and analyses; managing system and
process improvement
and supporting
quality assurance
programs.
Protect the business by identifying risks and opportunities and escalating appropriately…
