Customer Service Manager
2 weeks ago
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.
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