Customer Service Manager

7 hours ago

Drummondville, Canada Groupetyt Full time

Since 1980, Groupe TYT has been a leader in the transportation industry. With over 20 years of experience in intermodal warehousing, we have built a solid reputation thanks to our reliable service, human values, and team spirit. Today, our large family includes more than 250 employees spread across 8 sites and 12 terminals throughout Quebec. And we continue to grow Why join our team? We believe that employee well-being is essential. That's why we've invested heavily in expanding our administrative offices and mechanical workshop in Drummondville. Here you'll find: ✅ A modern, functional, and stimulating environment ✅ A cafeteria, gym, nature trail, and disc golf course ✅ A vegetable garden and chicken coop… yes, you read that right Do you like challenges and hate routine? This job is for you What we offer: 3 weeks of vacation upon hiring Pension plan with employer contribution Clothing allowance of over $400 Access to baskets of fresh vegetables and eggs at low prices (during the season) Your daily routine in this role: The Customer Service Manager is responsible for planning, coordinating, and strategically managing all customer service activities. He/she ensures exceptional service delivery while contributing to the achievement of organizational objectives in terms of customer satisfaction, loyalty, and operational efficiency. Here's what you'll be doing: Develop and implement the company-wide customer service strategy. Supervise, coach, and motivate the customer service team. Develop, implement, and monitor key performance indicators (KPIs) and put action plans in place to improve customer satisfaction. Manage major complaints and complex or sensitive situations with diplomacy. Collaborate with operations, IT, and sales departments to optimize the customer experience. Design and deliver ongoing training for customer service teams. Actively participate in the development of policies, procedures, and service standards. Prepare management reports and make recommendations to senior management. Your profile: Bachelor's degree in management, administration, or a related field (an asset). Minimum of 7 to 10 years of experience in customer service management, including 3 to 5 years in a management position. Experience in container and/or maritime transport (a major asset) or in truck transport. Relevant experience in import/export. Motivational leadership, customer focus, and excellent communication skills. Strong analytical, problem-solving, and change management skills. Action-oriented profile. Bilingualism (French and English) required, both spoken and written. Proficiency in computer tools (Unicom, Office 365). Position Monday to Friday from 8 a.m. to 5 p.m. 40-hour week. Ready to join the TYT family? Life at Groupe TYT Join the Groupe TYT team If you enjoy working as part of a team in a growing company and are passionate about the freight transportation industry, our team needs you Send us your resume or call us at 1-855-898-4768, and our human resources team will contact you to discuss your future career. Thank you for your interest in Groupe TYT. We look forward to working with you #J-18808-Ljbffr

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