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Customer Service Manager
3 months ago
Reporting to the Client Manager, this position is accountable for coaching and developing the Customer Service Representative team and managing the team's performance.
As a team leader you ensure clear communication between team members and departments, develop KPI's to maintain the department's productivity and accuracy targets, capture and report on revenue streams, develop and implement continuous improvement to processes and systems, and ensure clients requirements are met.*About Us: *We are growing as Canada's preferred 3PL warehousing, distribution, and order fulfillment solutions provider.
How do we do it? We deliver superior service to our clients through effective and efficient material handling that meets the client's requirements.
We are also invested in our employees and live our Core Values by providing a safe work environment, work-life balance, training, development, and growth for employees in our business.*Location: *M9 Warehouse – Street NW, Edmonton, AB T5S 1R7.*Schedule: *8:00 AM – 4:30 PM, Monday through Friday.*About you: *We are looking for an experienced management professional who is a customer service and team leader extraordinaire.
You are an extremely effective communicator and cultivate a team environment that provides superior service to our clients and stakeholders.
As a leader you are an advocate for team development, a safety champion, and dedicated to continuous improvement. You will roll up your sleeves, you are organized, and your time management skills are impeccable. If this sounds like you, and you want to join a dynamic fast-paced growing organization, tell us more about you*What will you do?- Accountable for the Customer Service department workflow, productivity, and meeting KPI targets.
- Develops and drives department continuous improvement initiatives and standard operating procedures. Ensuring the department efficiently and effectively adheres to the procedures.
- Manage customer service representative team performance, provides coaching and development, and scheduled performance reviews.
- Accountable for the team transactional accuracy for warehouse receipts, orders, invoices, and daily billings to ensure all direct and ancillary charges are captured to maximize client revenues and invoices are transmitted, and report freight billings and margins.
- Provide internal reporting on incidents and non-conformance issues and ensure prompt reporting and with corrective action, preventative action, and progressive discipline recommendations.
- Provide daily/weekly revenue reports, costings, and other KPI reports as required; and coordinate and process month-end reports.
- Accountable to communicate with the warehouse team on client SOWs related to receiving, shipping, and extra charge documentation.
- Participate in and direct/coordinate inventory location maintenance, inventory cycle counts schedules and wall-to-wall physical counts, and investigate all inventory variances for corrective action.
- Monitor, track and report missing or damaged products, client claims or charge-backs, disputed invoices, customer service errors, and reported variances.
- Communicate and coordinate with Warehouse Operations on rush orders and rush arrival of products needed for order releases.What you need to succeed _Must-Have_
- Bachelor's degree in business administration, Communications, or Public Relations with 5+ years' experience in a customer service supply chain management role with 4 or more direct reports. A combination of education and experience may be considered.
- Proven experience identifying risk and prioritizing product issues and other sensitive concerns tactfully, diplomatically, and professionally.
- Strong customer service focus with proven experience analyzing and interpreting the clients needs and resolving client concerns in an efficient and effective manner.
- Exceptional team leadership, coaching, mentoring, and career developing skills.
- Effective verbal and written communication, report writing, presentation, time management and organization skills across multiple businesses, departments, and with various stakeholders.
- Proven ability to work and manage a team in a fast-paced changing environment where interruptions are frequent._ Nice to Have_
- Third Party Logistics (3PL) experience.What's in it for you?Our leadership team values your voice and input and is committed to your growth and success.
We are committed to being our best and hiring the bestWe offer a competitive salary (based on experience), comprehensive benefit package, company contributing pension plan, paid vacation, employee assistance provider (EAP), learning and development, educational support, social events and more.How to ApplyPlease identify the position you are applying on in your application.
Applications must be submitted online to be considered. No recruiting firms please.
Job Types:
Full-time, PermanentBenefits:* Casual dress
- Company events
- Company pension
- Dental care
- Disability insurance
- Employee assistance program
- Extended health care
- Life insurance
- On-site parking
- Paid time off
- Tuition reimbursement
- Vision careSchedule: 8 hour shift
- Day shift
- Monday to Friday
- Morning shiftApplication question(s):
- Why are you interested in this position with MTE Logistix?
- What is your salary range expectations for this position?
- Are you legally entitled to work in Canada?Experience:
- Management: 4 years (required)
- Third Party Logistics (3PL): 3 years (preferred)
Language:
- Fluent English (required)
Work Location:
In person
