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Customer Service and Customs Manager

3 months ago

Montreal Quebec GF, CA Andy Full time

About us

ANDY takes great pride in delivering exceptional, customized services encompassing goods transportation, logistics, warehousing, and fleet management solutions. With a wealth of European and North American experience and expertise in our domain, we are renowned for our ability to translate clients' operational needs into lucrative business opportunities. Our integrated services are designed to provide added value and streamline our customers' experiences. As one of the largest woman-owned asset-based transportation companies in North America, we have experienced remarkable organic growth since our inception in 2012, expanding from a single business unit comprising 60 employees to now encompassing four thriving business units with a dedicated team of 500 skilled professionals. This substantial growth positions us favorably to continue our upward trajectory and further expand our operations.

About the role

Join ANDY Transport as a Customer Service and Customs Manager, where you'll nurture strong client relationships, identify growth opportunities, and ensure the seamless delivery of logistics solutions. Your role is pivotal in ensuring exceptional service delivery, enhancing customer satisfaction, and driving operational efficiency. Your role will implement strategies to improve service quality, manage team performance, and support the company's growth objectives.

What you’ll do here:

  • Lead, mentor, and develop a high-performing customer service and customs coordination team.
  • Conduct regular performance evaluations, provide constructive feedback, and create development plans for team members.
  • Ensure the delivery of exceptional customer service by monitoring and improving customer interactions.
  • Develop and implement customer service strategies and processes to enhance satisfaction and loyalty.
  • Handle escalated customer issues and resolve complaints promptly and effectively.
  • Streamline customer service and customs processes to improve response times and resolution rates.
  • Utilize technology and data analytics to optimize service delivery and operational efficiency.
  • Ensure compliance with industry regulations and company policies.
  • Identify opportunities for process improvements and lead initiatives to implement innovative solutions.
  • Encourage a culture of continuous improvement within the team.
  • Establish and monitor key performance indicators (KPIs) to measure team performance and service quality.
  • Report on team performance to senior management and suggest improvements.

What you bring to the table:

  • Minimum 5 years experience in a customer service management role, preferable in our industry with a proven track record. Customs an asset.
  • Bachelor's degree or better in related academic field
  • Strong leadership and people management skills, excellent communication in French and English (spoken and written).
  • Customer centric mindset, with a focus on continuous improvement.
  • Ability to handle high pressure situations and manage multiple priorities.

What we offer

Working here means you'll be empowered to be and do your best every day. Here is some of what you can expect as a permanent member of our team:

  • A competitive salary.
  • Flexible work arrangements.
  • Benefits package, with access to virtual healthcare.
  • An annual wellness account that promotes an active and healthy lifestyle.
  • Access to tools and resources to support physical and mental health, embracing change and connecting with colleagues.
  • Inspiring leaders and colleagues who will lift you up and help you grow.
  • A Community Impact program, because what you care about is a part of what makes you different. And how you contribute to your community should be just as unique.

We are an equal opportunity employer

At Andy, we value diversity and strive to create an inclusive, accessible workplace where all individuals feel valued, respected, and heard.

If we can provide a specific adjustment to make the recruitment process more accessible for you, please let us know when we reach out about a job opportunity. We’ll work with you to meet your needs.

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