Customer Service Manager - Montréal, Canada - Challenger Motor Freight Inc.

Challenger Motor Freight Inc.

Verified Company

Montréal, Canada

2 weeks ago

Posted by:

Sophia Lee

beBee Recruiter

Description

Envision
We offer the following in our search for engaged employees looking to become part of a successful team:

Career development
Best in class working environment
Team atmosphere
Engaged coaches and mentors
Tiered benefit plans including health, dental and vision coverage

The Opportunity:

We are currently seeking an experienced Customer Service Manager to join our Operations Department.

What you will get from the role:

Assignments that utilize your high level of relationship building skills
Frequent opportunities to collaborate with team members across the organization
Work with a high performing, focused team
Contribute directly to the corporate goals of the organization
Continuous learning environment that develops your individual career goals
Opportunity to maximize your time management skills by dealing with competing deadlines
A continuous improvement environment where all ideas are explored
Engaged coaches and mentors
Health, Dental, and Vision plan

Primary duties and responsibilities:

Supervision of Customer Service Representatives

Establish individual targets for Account Managers that are in line with corporate goals and customer targets
Process lead for processes and tools required to service large/high profile customers
Ensure that staff is properly trained to perform duties and perform regular process checks
Ensure customer scorecards and other reports (internal and external) are complete and accurate
Provide regular feedback and coaching
Conduct formal performance reviews

National Responsibilities:

Ensure Customer Service processes and Key Process and Results Indictors are standardized nationally
Be the internal Voice of the Customer and proactively communicate customers or lanes that have had service issues
Summarize service issues and factors affecting service so corrective actions can be implemented
Manage and communicate service issues proactively and liaise between customer and operations to resolve issues.
Ensure alignment of Customer Service team with Operations (Planner/Driver Coordinator), Logistics, Invoicing and Sales

Secondary duties and responsibilities:

Evaluate quality and quantity of orders booked daily by each Customer Service Representative
Ensure EDI transmissions and/or faxed load confirmations are accepted in a timely fashion by Customer Service
Establish departmental vacation and holiday schedules and manage attendance policies to ensure adequate coverage
Work with Accounts Receivable for customer coding for billing purposes
Enter new customer codes into computer system (not bill to)

What you need to be successful in the role:

5+ years of Leadership experience (coaching and mentoring people)
Excellent oral and written communication skills
Effective organizational skills
Positive attitude/service oriented disposition
Strong ability to manage and prioritize multiple concurrent activities with a high level of organization and sense of urgency
Effective conflict resolution and problem solving skills
Transportation experience is considered and asset

Hours:

Monday to Friday - 8:00am to 5:00pm

No phone calls, please. We thank all applicants; however, only those selected for an interview will be contacted.

By submitting your resume, you consent Fastfrate Group to share this information within its divisions in order to identify other employment opportunities that you may be suitable for.

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