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Manager – Customer Relations


This is a Full-time position in Toronto, ON posted October 29, 2021.

Bring your career and talents to CDW, where you can have a greater impact, be inspired and excited about your job and future.

We are an innovative, Fortune 500 leader driving meaningful technological change for customers in virtually every industry.

This is an exceptional opportunity to join some of the brightest, best and most collaborative minds working in IT today.

The Manager, Customer Relations analyzes departmental procedures and systems and strategically implements processes to improve departmental practices that will enhance the customer’s satisfaction and experience with CDW.

The Manager collaborates across CDW support departments to identify ways to optimize support for Sales and ultimately ensures that the departments’ efforts are in line with company goals and expectations.

What you will do: Identify process and system challenges within Customer Relations and other support departments, that could negatively impact the business and/or customer satisfaction Work with sales and backbone leadership to identify opportunities for CDW to improve internal and external customer experience Drive department and organizational process improvements activities and initiatives Serve as the escalation point for issues and concerns Communicate procedural or policy changes to Customer Relations team and relevant stakeholders Manage team members to ensure bench strength, including hiring, coaching, development and performance management Monitor service levels to ensure customer satisfaction and lead appropriate action when service levels are not being met.

This includes customer feedback surveys and the development of strategies to continually improve department scores and service levels.

Manage daily operations in Customer Relations while maintaining low overhead and costs Collaborate with key Backbone leaders and IT to identify new technologies and tools to improve all support department efficiencies and service Build and maintain productive working relationships with outside manufacturers and distributors to optimize support Analyze reports to identify for productivity gaps Participate in the development of short term and long term department strategy Must Have: College Degree or equivalent 2 years of management experience Excellent written and verbal communication skills with the ability to effectively interact with all stakeholders.

History of balancing competing priorities with the ability to adapt to the changing needs of the business while meeting deadlines Demonstrated success in leading process improvement activities with measurable cost savings or productivity improvement Strong conflict resolution and problem solving skills Proven strategic thinker with strong creation problem solving skills and resourcefulness Demonstrated ability to coach and develop others Proficient in Microsoft Office applications Nice to Have: Bachelor’s degree 1-2 years customer service experience Experience leading or participating in LEAN Six Sigma project teams Working knowledge of CDW business functions Familiarity with AS400 Who we are: CDW is a leading technology solutions provider to business, government, education and healthcare organizations in Canada, the United States, and the United Kingdom.

Our fingerprints can be found on technology in workplaces of more than 250,000 companies; from fresh-faced startups to international conglomerates.

With the breadth of products and services we offer, there is no request too big or too small.

What you can expect from us: Culture, coworkers, careers.

CDW is not only the People Who Get IT but the People who get People.

Our relationships are fueled by our deep expertise and grounded in the CDW Way.

Our empowering leadership makes things happen and inspires their teams to do the same.

From the teammates beside us to the leaders who guide us, we move forward together.

At CDW, you’ll work with people who inspire you.

People with positive, success-driven attitudes who you will learn from and forge strong relationships with.

Bring your best true self—and your best ideas—to CDW.

Because diverse perspectives bring forth better problem solving—and better solutions for our customers on a rapidly evolving technology landscape.

The well-being of our employees is essential to us.

CDW offers a comprehensive benefits package, which includes health, dental and vision coverage, coworker stock purchase program, paid vacation time and sick days, RRSP/DPSP and DPSP match, tuition reimbursement, coworker discounts, and other generous perks.