Customer Service Manager

2 weeks ago

Montreal, Quebec, Canada CMA CGM (Canada) Inc. Full time

Our Culture

  • We strive for Better Ways in everything we do; our culture is embodied by boldness, imagination, exemplarity and excellence. With those values at the core of our business, our workplace holds an upbeat and inspiring team who encourage you to thrive on the opportunity to innovate and adapt to the everchanging world we live in._
***Managing Customer Service Coordinators and Supervisors, coordinate all Customer Care activities (Export, Cargo Readiness, VIP, etc) to ensure level of service meet customer expectations in compliance with Group interests.

This position is responsible for:

ensuring the volume of work produced meets service and quality standards, assisting with succession planning, improvements, simplification, and automation of internal procedures and identifying key performance measures based on current market conditions and new technology introduced by CMA CGM Group.


ESSENTIAL RESPONSIBILITIES

  • Guide employees and supervisors toward the understanding, anticipating, and meeting internal/external customer needs and commitments in a global environment. This includes the understanding of customer requests, communicating requests to the involved parties/processes and managing customer satisfaction by being responsive to customer's requests and effectively managing complaints.
  • Be available to customers to manage their issues that require management level problem solving and intervention.
  • Ensure all processes are documented and trained by conducting audits/assessments.
  • Fosters internal/external customer responsiveness, anticipates change, and responds to business trends.
  • Implement process improvements by automating, standardizing, and simplifying them and that will add value to the customers and save time for the team and business.
  • Initiate and drive efficiencies through process improvement, automation, and ecommerce.
  • To enhance Customer Service's efficiency.
  • Ensure high retention rates, keep employees and management motivated and competent by establishing goals, objectives, and measurements for the agency.
  • Works closely with Human Resources for talent management, performance, succession planning, and all HR matters
  • Monitor the Customer Service Coordinators achievements by managing the supervisor's performance through development, training and coaching/mentoring.
  • Be available to employees to manage their issues that require management level problem solving and intervention.
  • Improve, organize and set work methods to guarantee/exceed the achievement of the corporate goals timely.
  • Responsible to established KPIs for Customer Care Department.
  • Demonstrate team player qualities by taking actions that support the organization's goals and ensuring cross training is accomplished amongst all teams.
  • Optimize resource utilization within the customer service process; this includes retention of employees, achievement of productivity goals, shifting job accountability to meet business needs, and drive down process and transaction costs to operate within budget guidelines.
  • Maintain a high level of production and quality standards while managing to or less than approved budget numbers.
  • Work closely with customers, internal departments and overseas as partners in resolving issues and creating strong relationships.
  • Strive for exceptional customer service and positive promotion of CMA CGM brand identity in the industry

QUALIFICATIONS

Education:

  • University degree in related field required

Experience:

  • 5 years of Management experience in transportation, logistics or related field

Other:

  • Strong leadership skills
  • Problem solving skills and attention to detail
  • Strong computer knowledge with ability to extrapolate and analyze data
  • Outstanding customer service skills
  • Excellent oral and written communication
  • Bilingual (English & French)

Some of the GREAT ADVANTAGES we offer:

  • 20 days paid time off
  • A culture based on respect and focus on Better Ways for the employees
  • Tuition reimbursement
- hybrid working

  • RRSP plan
  • Max contribution of 12% and the company matches at 50%
  • A competitive benefits plan
    fully paid by the company

This includes:

  • Extended Health (for employee, spouse & children)
  • Dental (for employee, spouse & children)
  • Long Term Disability
  • AD&D
  • Critical Illness (for employee, spouse & children)
  • Life Insurance
  • Employee & Family assistance program
  • Health and Wellness site and Program
-
We are an equal opportunity employer_

Job Types:
Full-time, Permanent

Benefits:

  • Dental care
  • Disability insurance
  • Employee assistance program
  • Extended health care
  • Life insurance
  • Paid time off
  • RRSP match
  • Tuition reimbursement
  • Vision care

Schedule:

  • Monday to Friday

Application question(s):
- are you legally authorized to work in Canada

  • Are you located in the Montreal area and/or able to commute to the office?

Experience:

  • SAP
Supply Chain Management: 2

  • Customer Service Manager

    2 weeks ago

    Montreal, Quebec, Canada Hood Packaging Corp Full time

    Job description:_Under the responsibility of the Plant Services Manager, the Customer Service Manager will be responsible for all aspects of the Glopak Division Customer Service Departments and its internal and external customers.More specifically: Act as customer representative for specific large Glopak accounts Direct and supervise Customer Service...

  • Customer Service Manager

    2 weeks ago

    Montreal, Quebec, Canada FortNine Full time

    FortNine is a rapidly growing motorcycle and powersports e-commerce company. Join a team of multidisciplinary experts passionate about making an impact on the industry and redefining how people shop in Canada.Reporting directly to the Director of Operations, the Customer Service Manager is responsible for ensuring that FortNine customers are satisfied at all...

  • Customer Service Manager

    2 weeks ago

    Montreal, Quebec, Canada CHECKiN Full time

    The feminine is used for the sole purpose of lightening the text.The role of the Customer Service Manager is to manage the communications of our rental accommodation under management. The flow of exchange with the guests is constant and parallel tasks will be added in order to fill the delays between the messages of the guests. Processing reservation...

  • Customer Service Manager

    2 weeks ago

    Montreal, Quebec, Canada Newrest Full time

    En tant que responsable commercial de la filiale, vous êtes l'interface entre les clients de notre compagnie aérienne et l'équipe interneVous vous assurez que toutes les informations (horaires de vol, manuels, changements de menus et autres instructions...) sont distribuées à toutes les personnes "clés" de l'unité.Veiller à ce que les informations...

  • Customer Service Manager

    2 weeks ago

    Montreal, Quebec, Canada Newrest Full time

    En tant que responsable commercial de la filiale, vous êtes l'interface entre les clients de notre compagnie aérienne et l'équipe interne- Vous vous assurez que toutes les informations (horaires de vol, manuels, changements de menus et autres instructions...) sont distribuées à toutes les personnes "clés" de l'unité.- Veiller à ce que les...

  • Customer Service

    2 weeks ago

    Montreal, Quebec, Canada Grand prix import inc Full time

    Tasks & responsibilities Answers incoming customer calls regarding products, suggesting information about other products, responds to product problems, service questions, billing issues and general client concerns Responsible for maintaining a high level of professionalism with clients and working to establish a positive rapport with every caller Update and...

  • Project Manager Mes Customer Service

    2 weeks ago

    Montreal, Quebec, Canada Lufthansa Technik AG Full time

    Are you passionate about the aviation industry? Are you looking for a great working environment, where your employer values your opinion and promotes innovation?TasksThe Project Manager MES Customer Service is responsible for:Managing MES customer inquiries and concluding a single contract Accepting and coordinating customer inquiries Developing, issuing and...

  • Customer Service

    2 weeks ago

    Montreal, Quebec, Canada Sanimax Full time

    Votre transformation professionnelle commence iciÀ la recherche d'un environnement de travail aussi sécuritaire qu'humain? D'un emploi stable dans lequel vous pourrez évoluer, tout en participant à la construction d'un avenir plus vert?Cet emploi est fait pour vousSanimax Montreal is looking for a Customer Service Student for the Quebec Procurement...

  • Customer Service

    2 weeks ago

    Montreal, Quebec, Canada KIK Custom Products Full time

    **Customer Service RepresentativeWe are KIKWe create the products and brands that people trust to clean, sanitize, and protect their homes, pools, and cars. We are one of North America's largest independent consumer product manufacturers with 20 North American manufacturing facilities. We also operate globally in Europe, Asia, UK, Australia, New Zealand, and...

  • Manager, Customer Service

    2 weeks ago

    Montreal, Quebec, Canada Putting Edge Full time

    Are you a people person? Do you like having fun while working? Are you looking for a job with flexible hours? Do you believe that life is too short to have a depressing job?If so, then this is the perfect opportunity for youWhat's in it for you? Flexible hours Employee discounts for you and your friends Opportunity to gain experience in the workforce while...

  • Customer Service Specialist

    2 weeks ago

    Montreal, Quebec, Canada EightSix Network Inc Full time

    Our Supply Chain colleague got a promotion and we are looking for her replacement. CUSTOMER SERVICE & ORDER MANAGEMENT SPECIALIST The successful incumbent will be able to use supply chain and customer service knowledge to address issues, provide support, offer information, place orders to keep our customers satisfied. Support a 1 DC order management...

  • Customer Service Manager

    2 months ago

    Montreal, Quebec, Canada Walmart Canada Full time

    Position Summary...Coordinate Front End operations to provide exceptional customer service, ensuring a positive shopping experience and driving customer loyalty. Ensures compliance with Company programs, while maintaining operational standards.What you'll do...1. Confirmer que les processus de travail sécuritaire et les procédures d'urgence sont...

  • Customer Service Manager

    4 weeks ago

    Montreal, Quebec, Canada Walmart Canada Full time

    Position Summary...Coordinate Front End operations to provide exceptional customer service, ensuring a positive shopping experience and driving customer loyalty. Ensures compliance with Company programs, while maintaining operational standards.What you'll do...1. Confirmer que les processus de travail sécuritaire et les procédures d'urgence sont...

  • Customer Service Specialist

    2 weeks ago

    Montreal, Quebec, Canada Fuze HR Solutions Full time

    Role: Customer Service SpecialistLocation: Montreal, QC downtown – Hybrid after training of 3 monthsAre you looking to work with a dynamic team? We are currently looking for Customer Service Specialists to be part of our client's team of professionals.Responsibilities:Manage schedule including phone calls, chats, requests, escalations and debt...

  • Customer Service Rep

    2 weeks ago

    Montreal, Quebec, Canada Atop Dental Canada Inc Full time

    Our fast-growing Dental supplies company is currently looking for a Office Administrator who is Bilingual (English/French) to join our team This role would be suitable for someone who has experience in the customer service field and who also has an ambitious career perspective.General Purpose:Interact with customers to provide and process information in...

  • Customer Service Specialist

    2 weeks ago

    Montreal, Quebec, Canada Beiersdorf Full time

    Our Supply Chain colleague got a promotion and we are looking for her replacement. We are seeking an:CUSTOMER SERVICE & ORDER MANAGEMENT SPECIALISTARE YOU READY TO MAKE A DIFFERENCE?This role is responsible for managing the day to day flow of Canadian customer orders processed and serves as the main contact point between Sales, Supply Chain & our Customers....

  • Customer Service Specialist

    2 weeks ago

    Montreal, Quebec, Canada EightSix Network Inc Full time

    Our Supply Chain colleague got a promotion and we are looking for her replacement. We are seeking an: CUSTOMER SERVICE & ORDER MANAGEMENT SPECIALIST ARE YOU READY TO MAKE A DIFFERENCE? This role is responsible for managing the day to day flow of Canadian customer orders processed and serves as the main contact point between Sales, Supply Chain & our...

  • Customer Service Specialist

    2 weeks ago

    Montreal, Quebec, Canada International Air Transport Association (IATA) Full time

    Employment Type: Fixed Term ContractContract Duration: Until 30 SepAbout the team you are joiningYou will report to the Manager, IATA Customer Service Center in Montreal and will be responsible for delivering the highest level of customer service to IATA customers, which consists of Airlines, Travel/Cargo Agents and Third Parties. The role encompasses all...

  • Customer Service Representative

    2 weeks ago

    Montreal, Quebec, Canada Fed Supply Full time

    Hello, I'm Anissa, Recruitment Consultant for Fed Supply, a specialized employment agency in supply chain, logistics, transportation, and customer service based in Greater Montreal offering temporary and permanent positions.Our team, comprising Supply Chain and Logistics experts, understands your industry and communicates in your terms.I am currently...

  • Customer Service

    2 weeks ago

    Montreal, Quebec, Canada Vision Group Full time

    See if you are our next:SURGICAL COUNSELORWorking for LASIK MD (a partner of Vision Group) is to help improve people's eyesight. It is having the feeling of a mission accomplished and a job well done. It is seeing happiness in the eyes of patients and realizing that you have changed the way they see life. All of this can be achieved while having the...