Customer Care - North Vancouver, Canada - Lafarge Canada Inc

Lafarge Canada Inc

Verified Company

North Vancouver, Canada

2 weeks ago

Posted by:

Sophia Lee

beBee Recruiter

Description

Why work for Lafarge?:
As the global leader in innovative and sustainable building materials, we're committed to shaping a

greener,

smarter and

healthier world. At Lafarge Canada Inc.,

safety comes first,

collaboration matters and

diversity is celebrated with people who share our desire to continually

make our materials better.
Do you have the drive, the skills, and the passion to join us?

Overview:

Please note:
we are hiring to fill two (2) vacancies for this role.

Under the general direction of the Customer Care & Logistics Center Manager, the CCLC Supervisor provides leadership, motivation, development, and direction to a centralized customer facing team responsible for the completion of all ready mix order/delivery services including logistics within the Greater Vancouver Area.

Responsibilities:

Leadership:_
Provide guidance, coaching, training, and support to ensure high levels of employee performance and motivation
Develop, generate and analyze reports on team performance (KPIs), identifying trends and areas for process and efficiency improvements
Update/maintain/develop employee resources and references (binders, reference sheets, etc)
Weekly checkin with direct reports to align expectations, discuss challenges, review calls, etc...
Ensure efficiency, costs (OT, callin numbers, etc), and customer satisfaction are the priorities in all decision making
Facilitate clear and effective communication channels between the dispatch/scheduling/CCA teams and all other relevant stakeholders addressing and resolving communication issues promptly; promoting a transparent and cooperative working environment
CCLC Support:_
Handle escalations/difficult customers; be available to deal with complaints
Collect and analyze customer feedback to identify areas for improvement in service delivery
Business Administration:_
Provide daily summary of service/customer issues to CCLC Manager
Assist/maintain/develop CCLC VAP program
Create/run/maintain CCLC statistic reports
Investigate errors/issues and provide concise incident reports
Push for greater team efficiencies (daily plant closures/utilization, driver utilization including moving plants and washing out times; maximize production while minimizing hours)
Align processes to track and manage leftovers, meetings, break downs; and be readily able to report on each to CCLC Manager
Assist in designing/implementing new processes and utilizing new technologies

Other responsibilities:

Coverage for CCLC Manager/other supervisor
Interviewing/hiring/discipline where needed
Address conflicts and disputes within the team or between employees and management in adherence to HR/union procedures.

Compensation:
$35.00/hr - $43.00/hr (per hour)

Qualifications:

Education and Work Experience:

Diploma in Business or related field, or an acceptable combination of education and work experience
Minimum of 1 year of supervisory experience
Minimum of 3 5 years in a call center/customer service environment
Ready mix concrete experience would be advantageous, but not essential
Prior field sales experience and/or experience in distribution an asset
Experience in a unionized environment an asset

Knowledge and Skills:

Strong written and verbal communication skills with high degree of accuracy and attention to detail
Demonstrated strong problem solving skills
Proven ability to multitask in a fastpaced environment
Strong time management skills
Critical thinker
Ability to negotiate skilfully in tough situations without damaging relationships
Able to quickly build and maintain positive working relationships
Ability to maintain composure in dealing with difficult situations

_ As part of our dedicated focus on the health and safety of all employees, a pre-employment medical, including drug and alcohol testing and a criminal record check, may be required._

LafargeHolcim:
As we are reinventing the way the world builds, we need world-class talent to join our Lafarge Canada team: people who are

passionate, driven by

curiosity and keen to

grow,

learn, develop and

thrive in our high-performance culture.

Whatever you do, you will make a difference here. Because we know that your passion and curiosity are the natural resources the world needs.