Sales and Customer Service Manager

Baskits Inc. - Toronto, ON (30+ days ago)

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About Us
For over 30 years, Baskits Inc. has been trusted by Canada's top corporations, professionals and individuals to deliver impressive gifts on their behalf. Keeping up with the latest trends, while sourcing the best products and brands from Canada and around the world, you can always count on us to deliver a gift that is thoughtfully curated with impressive standalone products. It is our full-time job to ensure our customers are sending and receiving the best.

We are growing and we are seeking a ‘SuperStar’ Sales and Customer Service Manager to join our dynamic team. As the Sales & Customer Service Manager you will lead and manager Baskits “front of house” and overall customer experience. This includes managing the Company’s growing front line and customer facing team of full time and seasonal gift specialists. This superstar will also work closely with our President to identify and seize growth opportunities. If you love gift giving and want to work in an exciting industry with a fun group, apply to join our team.

Position Summary:
  • Customer Service: Manage call centre / digital inbound order department.
o Ensuring orders are being executed efficiently/quickly/accurately.
o Managing any escalated/difficult customer issues.
o Lead high-performance Customer Service Representatives in order to meet and exceed customer satisfaction levels.

  • Inbound Sales (routine and large orders):
o Ensure inbound inquiries dealt with quickly/appropriately/accurately.
o Must respond to all inquires within 1-2 business days.
o Follow up with large customers to ensure their experience exceeded their expectations and find future opportunities.

  • Relationship Management: Develop / maintain large customer relationships.
o Oversee routine sales follow up and lead generation activities:
o Calling / emailing to thank customers post purchase.
o Cold call or cold email new prospective customers.
o Coordinate/facilitate customer facility tours.

  • Outbound Sales: Oversee the business development pitch process.
o Develop, maintain, and grow our internal prospects database.
o Ensure team updates and maintains sales database/ lead tracker.
o Identify new sales prospects in a range of different industries.
o Ensuring orders are being executed efficiently/quickly/accurately.
o Work with team to execute plan and increase conversion.
o Seek out and attend external events to grow prospects pipeline.

  • Manage Custom Design Requests: Working with Design and Operations to coordinate development of custom baskits requested by large customers. This involves idea development and overseeing copywriting and sourcing to find interesting, attractive and relevant options within our pricing models.
  • Store Operations: Manage operations of our growing network of 4 stores
o Create/enforce standards to ensure merchandising is “on brand” inventory is transferred and our team is professional and effective.

  • Recruiting: Proactively assess staffing needs and work with Human Resources on recruitment needs within the department.
  • Performance Measurement: Implement standards to foster accountability.
o Work with President to develop specific sales forecasts and KPIs.
o Regularly monitor performance vs. forecast and goals.

  • Training & Development: Coach team to ensure they are motivated and engaged.
o Develop, establish and lead the implementation of a formal training program.
o Implement and coach team on best practices as relates to time management, daily workflow, managing priorities, stress management.
o Identify department training requirements on product and processes for Customer Service schedules, and (as necessary) conduct training programs to meet these needs to assure all personnel remain current. Document as required.

  • Strategy: Develop and execute sales growth strategies for the Company.
o Identify industries to target / ways to approach new customers.
o Be on top of industry trends and conduct competitive research.
o Design and implement strategies to motivate the Customer Service Team to achieve departmental goals.

  • Assist the President, with other duties, as required.
What you will need:
  • Strong knowledge in Forecasting/Planning/Scheduling/Sales and Customer Service
  • Outgoing/friendly personality with strong oral/written communication skills
  • Strong Computer skills (PowerPoint, Excel, Word)
  • Organized with the ability to plan ahead and meet deadlines
  • Self-motivated, driven with action and results focused orientation
  • Experience managing teams in retail environment, initiating/managing KPIs
  • Detailed-oriented with strong organizational skills
  • Good time management and problem-solving skills
  • Exceptional communication skills – both written and oral
Thank you for your interest in a career with Baskits Inc. All applications will be reviewed; however, due to the large volume of applications received, only those selected for interviews will be contacted.

Baskits provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, colour, religion, sex, national origin, age, disability or genetics. Baskits complies with all applicable Canadian laws governing non-discrimination in employment. This policy applies to all terms and conditions of employment.