ABOUT YOU:

Are you a pet lover and consider your dog or cat a member of the family? When it comes to Customer Service, do you strive to reach new heights and ensure customers have the best experience possible? Are you passionate about developing team members to be the best they can be? We are looking for a highly motivated, driven and experienced Customer Service Manager to join our dynamic team at RC Pets!  

POSITION SUMMARY

Reporting to the Director of HR and Customer Service, the Customer Service Manager leads and directs the activities and operations of the Customer Service Department to ensure the delivery of the highest possible level of service to our customers. Through a collaborative approach, the Customer Service Manager will work closely with the Sales, Operations, and Marketing departments to manage and grow multiple customer accounts while ensuring customer satisfaction, customer retention and profitability.

COMPETENCIES

Accountability                                                           

Holds self and others accountable for measurable high-quality, timely and cost-effective results. Takes full responsibility for results and looks for solutions where necessary.

Results Orientation

Works to meet individual, team and company goals with positive regard. Sets and maintains high performance standards. Tries new approaches to achieve challenging goals and demonstrates perseverance in achieving them. Motivates others to translate ideas into actions and results.

Develops and Motivates Others

Works to improve and reinforce performance of others. Takes responsibility for the team’s performance by setting clear goals and expectations, tracking progress against the goals, ensuring constructive feedback and addresses performance issues promptly. Creates a learning environment.

Solves Problems and Analyzes Issues

Approaches issues or problems in a logical manner and manages the situation by drawing on their knowledge and experience as well as searching out other references and resources as necessary. Identifies possible explanations or alternatives and anticipates potential obstacles and develops contingency plans to overcome them.

Attitude

Demonstrates enthusiasm, energy and passion for the role, the team and the company. Maintains a positive and proactive “can-do” attitude under complex and high pressure situations. Signals own commitment to process by being personally present and involved at key events.

Communication

Conveys information and ideas through a variety of methods (both written and verbal) to individuals or groups in a manner that engages the audience and helps them understand and retain the message. Is receptive to ideas from others.

MAJOR RESPONSIBILITIES

• Lead and coach through our Company values, purpose and vision; uphold the culture by incorporating this into the daily business operations.
• In partnership with the Director, HR and Customer Service, set the vision, strategy, roadmap and goals for success for the Customer Service department.
• Engages, mentors, and retains team members by providing coaching and development to continuously build and expand both individual and team knowledge, skills and abilities in delivering the achievement of the company and department objectives.
• Provide support to the Customer Service Representatives concerning customer inquiries, complaints, delivery issues and up-selling techniques.
• Actively supports and participates in new corporate initiatives and inspires and guides the Customer Service team in the engagement and adoption of changes.
• Analyze metrics and other performance indicators and delivers strategies to improve service levels, productivity, processes and customer satisfaction.
• Monitors and evaluates performance relative to team goals and objectives; analyses variances and develops and drives action plans to achieve optimal results.
•  Own the customer feedback process and ensure ongoing feedback is received, understood and opportunities acted upon.
•  Continually seeks awareness of industry trends and analyses potential impacts; makes recommendations to keep the business relevant and competitive.
•  Ensure Gold Standard Customer Service to new and existing customers across Canada and the US.
•  Work in close collaboration with the Key Accounts and CS Process Lead to oversee, manage and continually improve the customer service process in all aspects as well as keep up to date on Key Accounts management.
•  Collaborate with production, the warehouse and accounting to ensure that all orders are processed through the system in an accurate and timely manner. This will include managing all big, special and old orders so that deadlines are met and product is shipped according to customer specifications.
•  Scheduling: CSR vacations, lunch breaks and telephone time.
•  Systems: Manage open orders and constantly push all orders through the system as well as maintain customer file in Trax system to ensure accuracy and up to date information.
•  Reporting: Prepare weekly, monthly reports as required.

QUALIFICATIONS AND REQUIREMENTS

• Your values align to ours – love of animals, hardworking and committed to exceeding customer expectations
• Previous demonstrated strong leadership experience and strong customer service experience
• Excellent communication skills (written and verbal) and listening skills
• Strong interpersonal skills with the ability to be persuasive, decisive, creative and flexible
• Good working knowledge of Microsoft Office suite including Word, Excel and Powerpoint; type a minimum of 40 words per minute
• Experience working with an ERP system
• Strong organization, planning, prioritizing and problem-solving skills
•  Effective team building skills, strong ability to coach and nurture positive behaviour
• Have a good understanding of manufacturing and distribution
•  Minimum 7-10 years general business customer service management experience.
• Sales and/or marketing courses taken are an asset
• E-commerce experience is preferred
• Work well under pressure and maintains a positive “can-do” attitude

About Us:

We love pets! They rely on us to care for them, guide them and keep them from harm and in return they give us unconditional love. Our products are designed to strengthen the bond between families and their pets, while looking good for performing superbly under all conditions. 

 At RC Pet Products, our goal is to enhance and foster sustainable business practices throughout our organization. Our commitment to making quality gear for pets goes hand in hand with our commitment to ethical sourcing, environmental sustainability and community involvement. By going beyond the basics of ethical business practices we embrace our responsibility to people and our planet.

 Located in Vancouver, RC Pet Products is a manufacturer and distributor of pet equipment. Our office, warehouse and production facility offers a dynamic, fast-paced, creative and fun working environment for active people that love animals. 

Please send your resume to: jobs@rcpets.com with subject line: Customer Service Manager – Applicant Name. We thank all applicants for your interest. However, only those selected for an interview will be contacted.

Are you a pet lover and consider your dog or cat a member of the family? Are you highly detail oriented, extremely organized and love to multi-task? Are you looking to join a dynamic company and work in an open office space with both great people and dogs? We are looking for someone to join our team on a temporary 14-month contract as a Technical Design Assistant.

About the Position:

Reporting to the Technical Design Manager, the Technical Design Assistant supports the Product Development team through ensuring accuracy and execution of the development of all products.  You will assist the team during each phase of the product management/development process including analyzing trends, quality control, technical packs, product testing and sampling etc.

Key Responsibilities

Technical Design

• Responsible for measuring and inspecting factory samples and flagging any issues to the relevant designer.
• Responsible for updating tech packs with seasonal updates.
• Responsible for updating tech packs with all Packaging and Shipping information.
• Contributes to the identification of seasonal pattern trends that aligns with assigned theme.

PRODUCT RESEARCH

•  Conducts research through online, in-store visits and customer/rep feedback on a continual basis to stay up to date on industry, innovation and competitor landscape.  

• Researching competitive products (including material, design) in the marketplace as assigned in order to help the team find new opportunities.
• Assists in completion of competitive analyses to determine market viability.

QUALITY CONTROL

• Compiles customer and rep feedback and reports back to Design team on issues or product updates that need to be made.
• Responsible for creating and maintaining QC forms with seasonal updates.

ADMINISTRATION AND SUPPORT TASKS

• Promotes the organization and its products.
• Creates and updates seasonal storyboards, design briefs and sell sheets.
• Owns the management of the internal sample inventory in order to ensure easy and effective access and reference to all samples received.
• Maintains the Trim library.
• Responsible for managing the departmental spreadsheets and trackers.
• Develops and maintains an active list of contacts for product fittings; arranging fitting as required. 
  

EDUCATION AND EXPERIENCE

•  Education and/ or Training in Fashion Design, Product Development, Industrial design or equivalent combination of education and experience

• Experienced in working with garment specification packages and pattern drafting
• Competent with design terminology and sewing processes
• Proven strong knowledge of Microsoft Excel and other Office program
• Proficiency in Adobe Creative Suite: Illustrator & Photoshop
• Knowledge of SolidWorks or other 3D rendering software and asset
•  Speaking and communicating in Cantonese or Mandarin an asset

KNOWLEDGE, ABILITY AND SKILLS

•  MUST LOVE DOGS/CATS and be comfortable fitting, testing and trying products on them

• Ability to prioritize multiple projects while still maintaining accuracy and an attention to detail
• Well-developed critical thinking, conceptual, problem solving and decision-making abilities
• Ability to work as a member of a team and be flexible in undertaking a variety of duties that will contribute to the success of the organization
•  Strong organizational and planning skills, excellent at setting priorities
• Strong verbal and written communication skills
• Thrives in result driven environment
• Flexibility to adjust hours during peak period to meet timelines

About Us:

We love pets! They rely on us to care for them, guide them and keep them from harm and in return they give us unconditional love.  Our products are designed to strengthen the bond between families and their pets, while looking good for performing superbly under all conditions. At RC Pet Products, our goal is to enhance and foster sustainable business practices throughout our organization.  Our commitment to making quality gear for pets goes hand in hand with our commitment to ethical sourcing, environmental sustainability and community involvement. By going beyond the basics of ethical business practices we embrace our responsibility to people and our planet.

Located in Vancouver, RC Pet Products is a manufacturer and distributor of pet equipment.  Our office, warehouse and production facility offers a dynamic, fast-paced, creative and fun working environment for active people that love animals.  For more information please visit us at www.rcpets.com

Please send your resume to: jobs@rcpets.com with subject line: Technical Design Assistant – Applicant Name. We thank all applicants for your interest. However, only those selected for an interview will be contacted.

The only thing that rivals your passion for sales, and all things related, is the love of your pets. Growing market share through building relationships with your Key Account customers is something that comes naturally to you. As an experienced and resourceful sales professional with demonstrated business acumen, you also possess excellent interpersonal and communication skills. Results driven with a focus on long term profitable growth, you have a proven ability to develop, execute and deliver on effective strategic sales plans to grow the business.

About the Position:

Reporting to the Sales Director, the Key Account Manager (Regional) is responsible for new account acquisition and sales growth with existing accounts in their assigned territories. The position is 100% sales oriented and will provide an important contribution to the expansion and servicing of retailers in the U.S. market in defined regions. Incumbents are expected to achieve assigned budgets annually for their territory. 

Accountabilities:

1.       Manages sales activities with Key Accounts, ensuring sales targets are met or exceeded.

2.       Service and maintain all accounts within assigned territories, including merchandising in store product and the positioning of appropriate POP.

3.       Service multiple territories and regions that have between 1-25 accounts according to yearly/quarterly/monthly and weekly goals set by the sales director.

4.       Attend and represent the company at various trade shows and other industry related events as per the approval and instructions of head-office and sales director.

5.       Develop and maintain excellent relationships with management and key decision makers of all accounts.

6.       Provide head-office and director relevant local market trends, news, competitive and economic information

7.       Fosters and maintains relationships with key accounts and other customers; promote the organization and its products, maximizes sales, and resolves customer-related issues to the satisfaction and benefit of both the customer and the organization.

8.       Travel to each Key Account throughout a designated region a minimum once a quarter to engage buyers, promote products, merchandise, propose and write orders, train store staff and maintain positive business relationships.

9.       Manage and/or relay all known customer service and product issues in a timely manner to appropriate head-office staff members for prompt follow up.

10.   Supports the development and leads the execution of a long-term Key Account sales strategy (Sales Plan) to enable the company to exceed sales budgets and achieve long term growth objectives.

11.   Works with the Sales Director in developing and recommending a long term sales & marketing plan related to Key Account sales targets, and facilitates effective implementation to ensure the long term profitability and growth of the business.

12.   Helps manage inventories of all pet products to ensure that customer needs are satisfied while minimizing the investment the organization has in its inventory; works closely with the Product Manager and purchasing team regarding new purchase and manages slow moving and dead stock to minimize inventory risk.

13.   Manages the search for new accounts to ensure the organization maintains and improves market share and margins.  Work directly with sales reps, Sales Manager, and Sales Director to identify new opportunities and maximize new account sales.

 IDEAL QUALIFICATIONS

 Education and Experience

·         Considerable experience in consumer product sales management

·         Previous sales experience at the key account level is a must

·         Experience in developing key account plans

·         Diploma or University Degree in Sales and Marketing, Business Administration or related discipline an asset

Knowledge, Abilities and Skills

·         Passionate about Pets/Dogs

·         Superior written and verbal communication skills, coupled with strong social skills and attention to detail

·         Proven aptitude to balance, plan strategically and have tactical execution

·         Excellent time management and interpersonal skills

·         Validated ability to negotiate and analyze

·         Good knowledge and understanding of the selling, inventory management and marketing of consumer products.

·         Capability to work in an environment characterized by constant change and tight deadlines

·         Good understanding of costing, margins, budgeting and cash flow.

·         Ability to develop strong working relationships with customers, marketing and sales representatives, other colleagues in the industry and staff in order to achieve results.

·         Ability to sell product and present the organization and oneself in a positive, business-like manner.

·         Ability to work as a member of a team and be flexible in undertaking a variety of duties that will contribute to the success of the organization.

·         Ability to work with computer applications associated with the sales, marketing and inventory management of product, including Excel.

·         Well-developed strategic thinking, conceptual, problem solving and decision-making abilities.

·         Strong business acumen.

·         Ability to travel extensively throughout the assigned territory.  On-site sales calls will require overnight stays, travel out of state and use of own vehicle.

About Us:

We love pets! They rely on us to care for them, guide them and keep them from harm and in return they give us unconditional love.  Our products are designed to strengthen the bond between families and their pets, while looking good for performing superbly under all conditions. At RC Pets, our goal is to enhance and foster sustainable business practices throughout our organization.  Our commitment to making quality gear for pets goes hand in hand with our commitment to ethical sourcing, environmental sustainability and community involvement. By going beyond the basics of ethical business practices we embrace our responsibility to people and our planet. Located in Vancouver, RC Pets is a fast-paced manufacturer and distributor of pet equipment.  Our office, warehouse and production facility offers a dynamic, creative and fun working environment for active people that love animals.  For more information please visit us at www.rcpets.com

Please send your resume to: jobs@rcpets.com with subject line: Key Accounts Manager – Name of Applicant. We thank all applicants for your interest. However, only those selected for an interview will be contacted.