Jobs
>
Québec

    Customer Service Manager - Quebec, Canada - Graymont Limited

    Graymont Limited
    Graymont Limited Quebec, Canada

    6 days ago

    Default job background
    Description

    Canada - Remote - BC, AB, MB, NB, QC

    POSITION SUMMARY

    The Customer Service Manager leads, develops and implements strategies to ensure exceptional customer service and satisfaction.Oversees a team of customer service representatives, based in multiple locations within North America, ensuring the efficient and effective receipt and delivery of customer orders, as well as the resolution of customer inquiries, complaints, and requests.The role involves strategic planning, operational management and continuous improvement of customer service/order management processes and systems.

    The Customer Service Manager, along with the Pricing & Invoicing Manager, is also responsible for the (JDE) Order to Cash (O2C) business process, including analysis, process improvement, alignment, testing, controls, and on-going business support. This position adds value by having an end-to-end understanding of processes across entities, ensuring the comprehensive identification of the root causes of inefficiencies and balancing security and efficiency-by fully embedding and implementing controls within processes and related technical/system solutions as part of continuous improvement plans.

    DUTIES AND RESPONSIBILITIES:

  • Develop and execute the customer service strategy in alignment with company goals and objectives.

    • ·Provide strategic leadership to enhance profitability for Graymont while helping to create a stronger competitive market position.

    ·Develop and monitor key performance indicators (KPIs) to assess the effectiveness of the department.

    ·Design, implement and manage customer service policies and procedures to facilitate a quality customer experience.

    ·Act as a liaison between the customer service team and other functions, stakeholders and touchpoints, both within the organization and with external business partners, who are involved in service delivery.

    ·Recruit, develop and evaluate customer service staff according to best-in-class practices and agreed upon metrics.

    ·Foster a culture of continuous improvement and exceptional customer service.

    ·Establish service levels and requirements for the team.

    ·Build and maintain strong customer relationships by addressing complex issues and escalations and by working with the sales team to define and provide value added services. Implement and manage customer service technologies and tools, including CRM systems, knowledge bases and communication channels.

    ·Identify opportunities for process automation and continuous process improvement.

    ·Budget and resource management

    ·Establish quality assurance processes to ensure consistent and high-quality service delivery.

    ·Collect and analyze data and present information on customer service performance and customer satisfaction.

    ·Ensure the team is working collectively and collaboratively according to the One Graymont culture.

    ·Promotes a positive safety culture through leadership by example; performs all work activities following all relevant safety policies and procedures.

    ·Produces management presentations, with a focus on identifying key performance metrics, targets, and action plans.

    ·Oversees the end-to-end order management process for customers with a strategic focus on optimizing, order management, distribution, and customer service efficiencies; Assures the timely and accurate entering and maintenance of all orders, accessorial charges and adjustments in JDE.

    ·To reach and maintain efficiency of processes and systems, the Customer Service Manager is crucial in the following Order to Cash activities:

    oCoordinating and prioritizing system or process enhancements in conjunction with APAC and IT.

    oDevelopment of O2C process intelligence (metrics and reporting)

    oResponsiveness to O2C issues facing the user community; develop and manage business process support team activities.

    oInterface with internal and external auditors on controls and processes and follow-up of action plans from their audit recommendations, as well as the preparation of control improvement and remediation where required.

    QUALIFICATIONS :

    ·Undergraduateuniversity degreeinBusinessAdministration or related field; an MBA is preferred.

    ·Minimumof ten years' progressive experiencein field logistics, customer service, and/or business process support preferably within an industrial manufacturing context or similar.

    ·High level of interpersonalsavvy.

    ·Excellentcommunicationskills(written and verbal).

    ·Self-directed,abletoworkeffectivelyindependentlyand aspartofa team.

    ·Excellent analytical, organizational, and decision-making skills.

    ·Ability to work within a matrix organization.

    ·Willing totravelgreater than 30% ofthetime.

    ·Strong presentation and computer skills(Excel,Word,PowerPoint, Outlook).

    ·JDE experience preferred.

    ·Competence and experience in managing contact center metrics, technologies, and process improvement.

    ·Demonstrated ability to formulate and implement solutions to complex problems to enable continuous improvement.

    ·Must be experienced in coaching, developing and mentoring team members.

    ·Bilingual/French is preferred.

  • Pure Storage

    Service Delivery Manager

    14 hours ago

    Pure Storage Quebec City, Canada

    BE PART OF BUILDING THE FUTURE. · What do NASA and emerging space companies have in common with COVID vaccine R&D teams or with Roblox and the Metaverse? · The answer is data, - all fast moving, fast growing industries rely on data for a competitive edge in their industries. And ...

  • Konecranes

    Field Operations Manager or Service Manager

    1 week ago

    Konecranes Quebec City, Canada

    Employment type: Undefined term- Full-time/part-time position: Full time- Workplace Type: Hybrid**Field Operations Manager or Service Manager, Quebec, QC**: · - At Konecranes, we believe that great customer experience is built on the people behind the Konecranes name. Everything ...

  • IGA

    Service Manager

    1 day ago

    IGA Quebec City, Canada

    **Service manager**: Full-Time · Number of hours per week : between 35 and 40 · Shift : Day · Availability : Anytime · **Become a service manager** · Are you curious to learn more about food, are you motivated and resourceful? · In your family you are considered the one who plans ...

  • IGA

    Service Manager

    6 days ago

    IGA Québec, Canada

    **Service manager**: Full-Time · Number of hours per week : between 40 and 40 · Shift : Day · Availability : Anytime · **Become a service manager** · Are you curious to learn more about food, are you motivated and resourceful? · In your family you are considered the one who plans ...

  • IGA

    Service Manager

    1 week ago

    IGA Québec, Canada

    **Service manager**: Full-Time · Number of hours per week : between 40and40 · Shift : Day · Availability : Anytime · **Become a service manager** · Are you curious to learn more about food, are you motivated and resourceful? · In your family you are considered the one who plans a ...

  • OneOcean

    Service Manager

    1 week ago

    OneOcean Québec, Canada

    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 d ...

  • IGA

    Service Manager

    1 week ago

    IGA Quebec City, Canada

    **Service manager**: Full-Time · Number of hours per week : between 40 and 40 · Shift : Day, Evening · Availability : Anytime · **Become a service manager** · Are you curious to learn more about food, are you motivated and resourceful? · In your family you are considered the one ...

  • IGA

    Assistant Service Manager

    1 day ago

    IGA Quebec City, Canada

    **Assistant service manager**: Full-Time · Number of hours per week : between 35 and 39 · Shift : Day, Evening · Availability : Anytime · **Become an assistant manager** · Are you curious to learn more about food, are you motivated and resourceful? · In your family are you consid ...

  • IGA

    Assistant Service Manager

    6 days ago

    IGA Québec, Canada

    **Assistant service manager**: Full-Time · Number of hours per week : between 40 and 40 · Shift : Day · Availability : Anytime · **Become an assistant manager** · Are you curious to learn more about food, are you motivated and resourceful? · In your family are you considered to b ...

  • National Bank of Canada

    Manager, Customer Service

    3 days ago

    National Bank of Canada Quebec City, Canada

    **Primary Locations**:Québec, Quebec**: · **Attendance**:On-site**: · **Employee Status**:Regular**: · **Schedule**:Full-time**: · As a Customer Service Manager, you'll be responsible for supporting and helping transaction service employees make a positive impact in people's live ...

  • McGill University

    Service Operations Manager

    14 hours ago

    McGill University Québec, Canada

    Please refer to the · job aid for instructions on how to apply. · Job Summary: · Primary Responsibilities: · - Assigns and evaluates the delivery of services provided to graduate, undergraduate, professionals, and other stakeholder categories who contact Service Point. · - Ensure ...

  • IGA

    Assistant Service Manager

    1 day ago

    IGA Quebec City, Canada

    **Assistant service manager**: Full-Time · Number of hours per week : between 39 and 40 · Shift : Day, Evening · Availability : Anytime · **Become an assistant manager** · Are you curious to learn more about food, are you motivated and resourceful? · In your family are you consid ...

  • National Bank of Canada

    Manager Customer Service

    5 days ago

    National Bank of Canada Quebec City, Canada

    As a Customer Service Manager, you'll be responsible for supporting and helping transaction service employees make a positive impact in people's lives while also enabling your team to grow professionally. You'll play a leadership role by helping the Branch Manager make sure your ...

  • TD Bank

    Manager, Personal Financial Services

    1 week ago

    TD Bank Quebec City, Canada

    **TD Description** · Stay current and competitive. Carve out a career for yourself. Grow with us. · **Department Overview** · At TD Canada Trust, we are the frontline of TD Bank. We strive to build deep and long · - lasting relationships with our customers. By understanding their ...

  • TD Bank

    Manager, Personal Financial Services

    3 days ago

    TD Bank Quebec City, Canada

    **TD Description** · Stay current and competitive. Carve out a career for yourself. Grow with us. · **Department Overview** · At TD Canada Trust, we are the frontline of TD Bank. We strive to build deep and long · - lasting relationships with our customers. By understanding their ...

  • TD Bank

    Manager, Personal Financial Services

    1 week ago

    TD Bank Quebec City, Canada

    393942BR · Retail Banking - Financial Services · Quebec City, QC · March 13, 2023 · Company Overview · Department Overview · At TD Canada Trust, we are the frontline of TD Bank. We strive to build deep and long · - lasting relationships with our customers. By understanding their ...

  • TD Bank

    Manager, Personal Financial Services

    1 day ago

    TD Bank Quebec City, Canada

    **TD Description** · Stay current and competitive. Carve out a career for yourself. Grow with us. · **Department Overview** · At TD Canada Trust, we are the frontline of TD Bank. We strive to build deep and long · - lasting relationships with our customers. By understanding their ...

  • TD Bank

    Manager, Personal Financial Services

    3 days ago

    TD Bank Quebec City, Canada

    402807BR · Retail Banking - Financial Services · Quebec City, QC · March 17, 2023 · Company Overview · Department Overview · At TD Canada Trust, we are the frontline of TD Bank. We strive to build deep and long · - lasting relationships with our customers. By understanding their ...

  • TD Bank

    Manager, Personal Financial Services

    4 days ago

    TD Bank Quebec City, Canada

    **TD Description** · Stay current and competitive. Carve out a career for yourself. Grow with us. · **Department Overview** · At TD Canada Trust, we are the frontline of TD Bank. We strive to build deep and long · - lasting relationships with our customers. By understanding their ...

  • TD Bank

    Manager Personal Financial Services- Lévis

    4 days ago

    TD Bank Québec, Canada

    Work Location: · Lévis, Quebec, Canada · Hours: · 37.5 · Line of Business: · Personal & Commercial Banking · Pay Details: · **Job Description**: · CUSTOMER: · - Provide sound advice with every customer interaction, contributing to an exceptional customer experience · - Use abilit ...