Customer Care

1 week ago

North Vancouver, Canada Lafarge Canada Inc Full time

Why work for Lafarge?:
As the global leader in innovative and sustainable building materials, we’re committed to shaping a
**greener**,
**smarter** and
**healthier** world. At Lafarge Canada Inc.,
**safety** comes first,
**collaboration** matters and
**diversity** is celebrated with people who share our desire to continually
**make our materials better.**

Do you have the drive, the skills, and the passion to join us?

Overview:
**Please note: we are hiring to fill two (2) vacancies for this role.**

Under the general direction of the Customer Care & Logistics Center Manager, the CCLC Supervisor provides leadership, motivation, development, and direction to a centralized customer facing team responsible for the completion of all ready mix order/delivery services including logistics within the Greater Vancouver Area.

**Responsibilities**:

- Leadership:_
- Provide guidance, coaching, training, and support to ensure high levels of employee performance and motivation
- Develop, generate and analyze reports on team performance (KPIs), identifying trends and areas for process and efficiency improvements
- Update/maintain/develop employee resources and references (binders, reference sheets, etc)
- Weekly check-in with direct reports to align expectations, discuss challenges, review calls, etc...
- Ensure efficiency, costs (OT, call-in numbers, etc), and customer satisfaction are the priorities in all decision making
- Facilitate clear and effective communication channels between the dispatch/scheduling/CCA teams and all other relevant stakeholders addressing and resolving communication issues promptly; promoting a transparent and cooperative working environment
- CCLC Support:_
- Handle escalations/difficult customers; be available to deal with complaints
- Collect and analyze customer feedback to identify areas for improvement in service delivery
- Business Administration:_
- Provide daily summary of service/customer issues to CCLC Manager
- Assist/maintain/develop CCLC VAP program
- Create/run/maintain CCLC statistic reports
- Investigate errors/issues and provide concise incident reports
- Push for greater team efficiencies (daily plant closures/utilization, driver utilization including moving plants and washing out times; maximize production while minimizing hours)
- Align processes to track and manage leftovers, meetings, break downs; and be readily able to report on each to CCLC Manager
- Assist in designing/implementing new processes and utilizing new technologies

**Other responsibilities**:

- Coverage for CCLC Manager/other supervisor
- Interviewing/hiring/discipline where needed
- Address conflicts and disputes within the team or between employees and management in adherence to HR/union procedures.

**Compensation**: $35.00/hr - $43.00/hr (per hour)

Qualifications:
**Education and Work Experience**:

- Diploma in Business or related field, or an acceptable combination of education and work experience
- Minimum of 1 year of supervisory experience
- Minimum of 3 -5 years in a call center/customer service environment
- Ready mix concrete experience would be advantageous, but not essential
- Prior field sales experience and/or experience in distribution an asset
- Experience in a unionized environment an asset

Knowledge and Skills:

- Strong written and verbal communication skills with high degree of accuracy and attention to detail
- Demonstrated strong problem solving skills
- Proven ability to multitask in a fast-paced environment
- Strong time management skills
- Critical thinker
- Ability to negotiate skilfully in tough situations without damaging relationships
- Able to quickly build and maintain positive working relationships
- Ability to maintain composure in dealing with difficult situations

**_ As part of our dedicated focus on the health and safety of all employees, a pre-employment medical, including drug and alcohol testing and a criminal record check, may be required._**

LafargeHolcim:
As we are reinventing the way the world builds, we need world-class talent to join our Lafarge Canada team: people who are
**passionate**, driven by
**curiosity** and keen to
**grow**,
**learn, develop** and
**thrive** in our high-performance culture.

Whatever you do, you will make a difference here. Because we know that your passion and curiosity are the natural resources the world needs.

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