Customer Service Manager

Location: Vancouver, WAFor over 50 years, Wellons has been a renowned industry leader specializing in the design, manufacturing, and construction of biomass energy systems and lumber dry kilns. With a commitment to innovation, sustainability, and quality, we deliver cutting-edge solutions to clients throughout North America. Our team is driven by a passion for excellence and a dedication to creating a cleaner, more efficient future.High Level Summary of Position The Customer Service Lead will oversee and manage our field service technicians and parts sales team. This role is critical in ensuring the delivery of high-quality service and customer satisfaction and strengthening Wellons’ aftermarket parts and services offering, creating a scalable service model, and reinforcing the company’s reputation for quality and reliability. The Customer Service Manager will play a key role in driving both customer loyalty and long-term revenue growth. The ideal candidate will have a strong background in customer service and sales for an OEM and a proven track record of leadership and success in similar roles.Key Responsibilities and DutiesLeadership & Management:Lead, mentor, and develop the field service technicians and parts sales teamFoster a collaborative and high-performance culture within the teams.Set clear performance goals and provide regular feedback to team members.Customer Service:Ensure the highest level of customer satisfaction by overseeing the customer support and service processes.Address and resolve escalated customer issues promptly and effectively.Develop and implement Training tools and processes to deliver to our customers.Develop and implement customer service policies and procedures.Champion the development and roll out of paid Customer Service contracts to our customers.Parts Sales Management:Drive parts sales, retrofits and rebuild initiatives and strategies to achieve sales targets.Develop and maintain strong relationships with customers at the Mill Level.Analyze sales data and market trends to identify opportunities for growth.Review estimates and proposal to ensure they meet margin objectivesOperational Excellence:Streamline and optimize service delivery processes to enhance efficiency and effectiveness.Implement KPI’s to measure and report performances on a department and individual level.Ensure compliance with industry standards and regulations.Collaboration & Communication:Work closely with other departments to ensure alignment and coordination of efforts.Communicate effectively with internal and external stakeholders, including customers, team members, and senior management.Prepare and present reports on team performance, project status, and customer satisfaction.QualificationsRequiredExperience in Customer Satisfaction, Customer Service Management, and Customer SupportProven leadership and team management experienceStrong Analytical Skills to review and interpret customer feedback and operational dataExceptional Communication skills, including verbal and written, to interact effectively with customers and internal teamsStrong financial acumen, including Costing and Estimating.Excellent communication, negotiation, and organizational skills.Proficiency using CRM software and ERP systems.PreferredBachelor’s degree in business administration mechanical or electrical engineering.Knowledge of the forest products or biomass industryKey CompetenciesFinancial management and cost controlContract administrationCustomer-focused mindsetProcess improvement orientationBenefitsVacation: 3 weeksSick Time: 5 daysEmployee Benefits: Medical, Dental, Vision, Life InsuranceRetirement Plan: Employee contributed 401(k) and Profit SharingCompensation: Competitive salary commensurate with experience