Customer Service - Richmond Hill, Canada - INNOCON INC

INNOCON INC

Verified Company

Richmond Hill, Canada

2 weeks ago

Posted by:

Sophia Lee

beBee Recruiter

Description

Objective:

Responsible for the sales support and transportation needs of the Innocon market area. Ensures effective order-taking and dispatching are performed.

Provides direct management of the customer service representatives (CSR) and dispatchers to ensure related processes and systems are executed in a manner consistent with best practices.

He/she will make certain that relationships and processes around customer service are effectively utilized and maintained; He/she will build close relationships with customers and lead the department in a positive manner; balancing lowest cost against customer satisfaction.

The Customer Service & Logistics Supervisor will need to work closely with customers, sales, and operations to ensure effective customer service.

Responsibilities:

Health and Safety:_ Demonstrate a commitment to communicating, improving, and adhering to safety policies in all work environments and areas. Ensure all aspects of his/her role are executed in a safe manner. Reinforce safety guidelines with employees, vendors and subcontractors while on construction sites and Innocon operations.
Customer Service:_ Oversee and supports duties of all Innocon CSR and dispatch personnel for the GTA market to ensure delivery efficiencies and customer satisfaction are within the company's standards. Interface with sales to coordinate staff and ensure a proactive approach is taken to ensure timely deliveries. Provide the highest levels of customer service while optimizing available resources. Coaches and motivates employees to establish an effective, enjoyable and fulfilling customer experience.
Transportation & Logistics:_ Oversee all scheduling processes, which would include CSR and dispatch personnel, drivers, trucks, materials, and plant capacities. Know and adhere to all DOT regulations. Maintain and improve order entry and dispatch systems and procedures to provide ontime delivery and effective communication with customers and internal personnel. Daily management of the hourly drivers within the guidelines of the collective agreement. Daily management of all digital tools for the Customer Service and Logistics Team
Team Management:_ Daily management of Customer Service and logistics personnel. Help coordinate training and development of all staff. Manage staffing schedules.
Reporting:_ Prepare daily and monthly KPI reporting on key statistics. Prepare as needed reporting on customers, drivers, and operations.
Administration:_ Responsible for the effective utilization of the Command Concrete ticketing system by Customer Service and Logistics Staff. Ongoing management of the other systems and tools used in the customer service department including radio systems, truck communication systems, and telephone communication systems. Coordination between the sales and quality control staff to ensure correct billing on all invoices.

Relationships with Others Jobs:

Reports to the Customer Service & Logistics Manager
Works closely with
Commercial Team, Managers, and Sales Representatives
Quality Control Managers and supervisors
Site Coordinators
Manufacturing Manager, Plant Managers, Plant operating staff
Fleet and Delivery Manager, Fleet Managers, Delivery Managers, Driver Development Staff
Lafarge Digital, IT, and manufacturing support staff

Specific Accountabilities:

Safety Performance objective is "Zero"
Sales and Customer Service Process Ownership
Providing high quality customer service and satisfaction
Responsible to achieve targeted delivery focused KPI's

Dimensions:

68 Direct Reports
20 Ready Mix Plants
300 Delivery Trucks

Qualification Profile:

Education &

Work Experience:
_

A College or University degree in construction management, engineering, or business is beneficial
A minimum 45 years of related experience
Knowledge & Skills:_
Excellent customer service skills dedicated to meeting the expectations of internal and external customers
Must be flexible and able to balance shifting priorities to meet deadlines
Must have previous customer service and/or operational experience in a environment, preferably in construction, logistics and/or transport.
Posses a general knowledge of construction and A&C products and a solid understanding of the market, competition and business opportunities
Strong problem solving and analytical skills and the desire to seek solutions
Excellent leadership skills must be able to motivate others and provide complete, direct and actionable feedback
Exhibit strong organizational skills and use resources effectively and efficiently
Posses a commitment and willingness to devote great effort and time in order to reach goals
Must have a strategic business focus and ability to anticipate future consequences and trends accurately
Ability to make decision is a timely manner, sometimes with incomplete data and under tight deadlines and pressure
Job-Specific Competency Pro