Service Manager - Montréal, Canada - Lloyd's Register Group

Description

Date:10 Aug 2023


Location:
Montreal, Quebec, CA, H2Z 1B1


Company:
Lloyds Register

Job ID:38605


Location:
Montreal : 555 Rene-Levesque Bl5


Position Category:
Customer Service


Position Type:
Employee Regular


OneOceanLR

As an integral part of Lloyd's Register, LR OneOcean is a digital solutions Platform providing a seamless connection to unite the digital journey between ship and shore.

Through the Platform, we are connecting the ocean economy for greater protection, performance and progress.

The
Service Manager works on the front line with both office-based customers and ship-based end users.

They are responsible for ensuring all order and outfit queries are resolved in a timely and accurate manner, for the customers allocated to their pod.

Here's what your day-to-day in this role will be:

• They are the main contact point for their customers general queries and manage the order management lifecycle end to end, within their customer service level agreements. They proactively drive efficiency through the order management process and minimise the need to process ad hoc orders, through driving customer adoption of automated order channels and new edition supply options.
• They ensure customer outfits and folios are managed proactively and remain consistent with customer needs.
• They stay close to the customer to ensure approval processes are optimised and followed, maximising satisfaction but minimising manual touch points. They understand all customer order management requirements and maintain suitable documentation of these.
• They support the Customer Success Manager on all order and outfit topics and support the onboarding of new customers through the supply of new products and the setup of new outfits.
• Service Managers play a key role in the generation of revenue and maximise every opportunity to process orders and generate invoices whilst minimising errors that could lead to rework or refunds/credits.
• They support account retention through driving value in every interaction they have with the customer, including on time and accurate query resolution and delivery of efficiency gains through the adoption of process automations.
• They support the service/subscription renewal process by proactively reviewing annual renewals, ensuring renewal quotes are accurate and ensuring purchase order details are entered on time to allow streamlined invoicing.
• They work cross functionally with sales, support and development to put the customer first and guarantee their success.

What we need from you?

• Attention to detail.
• Customer facing soft skills.
• Strategic & communication understanding.
• Excellent listening, presentation, and written/verbal communication skills at all business levels.
• English mandatory, Dutch preferable.
• Other languages will be considered as assets.
• Knowledge of the shipping / marine industry an asset.

Values that matter to us:

-
Collaboration:You listen to others' ideas and share your own
-
Rigor: you're sharp and rarely overlook a detail
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Communication: You connect easily with others and express yourself clearly
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Customer driven: you're customer focused and a problem solver
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Ownership: You care about delivering only quality products & Services
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Efficiency:You perform operational tasks successfully and quickly
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Organization: You know how to manage priorities
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Initiative: You start from zero with confidence
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Resilience: Ready to pivot, change and adapt to maintain a constant pace of innovation.

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Diversity and Inclusion at Lloyd's Register:
Together we are one Lloyd's Register, committed to developing an inclusive and safe workplace that embraces and celebrates diversity.

We strive to ensure that all applicants to LR experience equality of opportunity and fair treatment, because we believe it is the right thing to do.

We hope you do too.

The Lloyd's Register Group comprises charities and non-charitable companies, with the latter supporting the charities in their main goal of enhancing the safety of life and property, at sea, on land and in the air - for the benefit of the public and the environment.

(Group entities)