Customer Service Manager
Reporting to the Client Manager, a CSM focuses on meeting the client expectations and improving client relationships through proactive and positive communications, while achieving seamless collaboration, and integrated business partnerships. This position is responsible for ensuring best practice with Standard Operating Procedures (SOP) and Statement Of Work (SOW) that the Customer Service Representatives (CSR) follow.
About Us
Our Vision is to create value and success for our clients as their preferred 3PL warehousing, distribution, and order fulfillment solutions provider within Western Canada’s marketplace. We are growing, live our Core Values, and are invested in providing a safe working environment and providing our people with work-life balance, training, development, and growth in the business.
About You
You are the go to person for anything Customer Service (CS) related – and you continue to add tools and resources to your tool kit to help your colleagues. You understand group dynamics when managing a team, and have experience with performance evaluations. You have an ability to work on multiple projects at the same time, while updating your supervisor when you need more support or training.
What Will You Do?
- Ensure that Customer Service (CS) department staff are aligned in functional assignments, staffing is appropriate, work flows smoothly and staff flexibility exists across all clients/shifts/facilities; ensure that Vision & Mission is front and center at all times, and that Promises Made to clients are clearly understood by the entire Customer Service and Warehouse (WH) service team.
- Continually inspect SOPs and SOWs to keep them current and ensure that all staff are fully trained to the expectations; ensure proper review and approvals are in place for any client requested new reports (or other work activities) before they are implemented by CSRs; create CS staff training materials and programs, apply training and coaching, and actively use quarterly and annual evaluations to assess CSR skill/performance and to guide them in their career development; make changes in staffing and assignments as required to strengthen the entire team.
- Act as the Advocate for the Client and create cohesiveness between CS and WH by leading daily interactions and weekly meetings, applying an appropriate level of urgency to these communications on behalf of the clients; identify areas where client requests or expectations are challenging for either CS or WH, collaborate with the Business Development team, and Managers as required, and communicate with clients on these issues and explore methods to enhance service and performance; ensure that all client contacts are maintained with good relations using positive communications.
- Monitor business performance, publish client facing Key Performance Indicators and Costing Reports, inspect results and make recommendations to the Business Development team and Management team for remedial actions.
- Drive Continuous Improvement and adoption of Best Practices to create new efficiencies, eliminate work-around processes and achieve higher levels of productivity in all CS functional areas; collaborate with other CSMs to share ideas, concepts and results, adding value to the overall Corporate Management team.
- Schedule and conduct Management Reviews with clients, quarterly with Top-20% and semi-annually with Top-50%, and update client expectations for the entire team; report on results and initiatives undertaken.
What You Need to Succeed
Must Have
- Proficiency in the Microsoft Office suite of tools (Word, Excel) and other databases and spreadsheet applications
- High levels of accuracy with regards to typing, data entry and transfer, and order entry
- Focused attention when working with file management to keep accurate, up-to-date, and organized files
- Experience in inventory management, stock location control, loss prevention, and damage procedures
Nice to Have
Office Administration experience, 3PL experience, Forestry, and Oil & Gas experience.
What's In It For You?
Our leadership team values your voice and input and is committed to your growth and success. We are committed to being our best and hiring the best!
We offer a competitive salary based on applicant experience, paid vacation, a comprehensive benefits package, learning and development, an employee assistance program, and free parking.
The location of the role will depend on operational needs. The role is permanent full-time, 40 hours per week scheduled Monday to Friday, scheduled hours of 8:00 am-4:30 pm.
