Customer Care

2 weeks ago

Vancouver, British Columbia, Canada Lafarge Canada Inc Full time

Why work for Lafarge?:
As the global leader in innovative and sustainable building materials, we're committed to shaping a

greener,

smarter and

healthier world. At Lafarge Canada Inc.,

safety comes first,

collaboration matters and

diversity is celebrated with people who share our desire to continually

make our materials better.
Do you have the drive, the skills, and the passion to join us?

Overview:

Please note:
we are hiring to fill two (2) vacancies for this role.


Under the general direction of the Customer Care & Logistics Center Manager, the CCLC Supervisor provides leadership, motivation, development, and direction to a centralized customer facing team responsible for the completion of all ready mix order/delivery services including logistics within the Greater Vancouver Area.


Responsibilities:

  • Leadership:_
  • Provide guidance, coaching, training, and support to ensure high levels of employee performance and motivation
  • Develop, generate and analyze reports on team performance (KPIs), identifying trends and areas for process and efficiency improvements
  • Update/maintain/develop employee resources and references (binders, reference sheets, etc)
  • Weekly checkin with direct reports to align expectations, discuss challenges, review calls, etc...
  • Ensure efficiency, costs (OT, callin numbers, etc), and customer satisfaction are the priorities in all decision making
  • Facilitate clear and effective communication channels between the dispatch/scheduling/CCA teams and all other relevant stakeholders addressing and resolving communication issues promptly; promoting a transparent and cooperative working environment
  • CCLC Support:_
  • Handle escalations/difficult customers; be available to deal with complaints
  • Collect and analyze customer feedback to identify areas for improvement in service delivery
  • Business Administration:_
  • Provide daily summary of service/customer issues to CCLC Manager
  • Assist/maintain/develop CCLC VAP program
  • Create/run/maintain CCLC statistic reports
  • Investigate errors/issues and provide concise incident reports
  • Push for greater team efficiencies (daily plant closures/utilization, driver utilization including moving plants and washing out times; maximize production while minimizing hours)
  • Align processes to track and manage leftovers, meetings, break downs; and be readily able to report on each to CCLC Manager
  • Assist in designing/implementing new processes and utilizing new technologies

Other responsibilities:

  • Coverage for CCLC Manager/other supervisor
  • Interviewing/hiring/discipline where needed
  • Address conflicts and disputes within the team or between employees and management in adherence to HR/union procedures.

Compensation:
$35.00/hr - $43.00/hr (per hour)

Qualifications:

Education and Work Experience:

  • Diploma in Business or related field, or an acceptable combination of education and work experience
  • Minimum of 1 year of supervisory experience
  • Minimum of 3 5 years in a call center/customer service environment
  • Ready mix concrete experience would be advantageous, but not essential
  • Prior field sales experience and/or experience in distribution an asset
  • Experience in a unionized environment an asset

Knowledge and Skills:

  • Strong written and verbal communication skills with high degree of accuracy and attention to detail
  • Demonstrated strong problem solving skills
  • Proven ability to multitask in a fastpaced environment
  • Strong time management skills
  • Critical thinker
  • Ability to negotiate skilfully in tough situations without damaging relationships
  • Able to quickly build and maintain positive working relationships
  • Ability to maintain composure in dealing with difficult situations

_ As part of our dedicated focus on the health and safety of all employees, a pre-employment medical, including drug and alcohol testing and a criminal record check, may be required._

LafargeHolcim:
As we are reinventing the way the world builds, we need world-class talent to join our Lafarge Canada team: people who are

passionate, driven by

curiosity and keen to

grow,

learn, develop and

thrive in our high-performance culture.

Whatever you do, you will make a difference here. Because we know that your passion and curiosity are the natural resources the world needs.

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