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Customer Service Manager

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Responsable du service à la clientèle - Courtage de fret - CAT Global Laval

Résumé :

Diriger l'équipe du service à la clientèle, assurer la satisfaction des clients et gérer les opérations dans un environnement de courtage de fret en évolution rapide.

Responsabilités :

  • Encadrer et développer l'équipe.
  • Définir et réviser les attentes en matière de performance.
  • Superviser les activités quotidiennes de service à la clientèle.
  • Mettre en œuvre des politiques et s'aligner sur les objectifs de l'entreprise.
  • Résoudre des problèmes complexes pour des clients clés.
  • Améliorer la satisfaction et la fidélité des clients.
  • Suivre et analyser les indicateurs de service.
  • Préparer des rapports de performance.
  • Dispenser des formations sur les normes et les meilleures pratiques.
  • Informer l'équipe des nouveaux produits et services.
  • Assurer la coordination avec les ventes, les opérations et la logistique.
  • Assurer une communication efficace entre les services.
  • Gérer les logiciels et les outils de service à la clientèle.
  • S'assurer que l'équipe maîtrise l'utilisation des technologies.
  • Traiter rapidement les problèmes remontés.
  • Mettre en œuvre des solutions à long terme.

Qualifications :

  • Baccalauréat en commerce, en logistique ou dans un domaine connexe de préférence.
  • Plus de 5 ans d'expérience dans la gestion du service à la clientèle, de préférence dans le domaine du courtage de fret.
  • Solides compétences en matière de leadership, de communication et de résolution de problèmes.
  • Maîtrise des logiciels de service à la clientèle et des systèmes de gestion de la relation client.

Qualités personnelles :

  • Orienté vers le client et soucieux d'atteindre l'excellence.
  • Capacité à faire face à la pression et à gérer des priorités multiples.
  • Capacité d'adaptation dans un environnement dynamique.

Conditions de travail :

Travail de bureau avec déplacements occasionnels. Il peut être nécessaire de prolonger les heures de travail pendant les périodes de pointe

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Customer Service Manager - Freight Brokerage – CAT Global Laval

Summary:

Lead the customer service team, ensure client satisfaction, and manage operations in a fast-paced freight brokerage environment.

Responsibilities:

  • Mentor and develop the team.
  • Set and review performance expectations.
  • Oversee daily customer service activities.
  • Implement policies and align with company goals.
  • Resolve complex issues for key clients.
  • Enhance customer satisfaction and loyalty.
  • Track and analyze service metrics.
  • Prepare performance reports.
  • Deliver training on standards and best practices.
  • Update the team on new products and services.
  • Coordinate with Sales, Operations, and Logistics.
  • Ensure effective inter-department communication.
  • Manage customer service software and tools.
  • Ensure team proficiency in technology use.
  • Address escalated issues promptly.
  • Implement long-term solutions.

Qualifications:

  • Bachelor’s degree in Business, Logistics, or related field preferred.
  • 5+ years in customer service management, preferably in freight brokerage.
  • Strong leadership, communication, and problem-solving skills.
  • Proficiency in customer service software and CRM systems.

Personal Attributes:

  • Customer-focused with a commitment to excellence.
  • Ability to handle pressure and manage multiple priorities.
  • Adaptable in a dynamic environment.

Working Conditions:

Office-based with occasional travel. May require extended hours during peak periods.