Customer Service Account Specialist

5 months ago

Winnipeg, Canada NFI Parts Full time

***

As a key member of our Customer Service team, you will support the Metro business segment team by monitoring overall segment productivity and provide Manager with updates of team performance and insights of operational progress. Providing employee guidance and mentoring, assist in customer service-related task execution and coordination.

**WHAT YOU WILL DO**:

- Support and assist in monitoring and balancing the workloads within the team along with assigning and coordinating related Customer Service tasks.
- Attend monthly team meetings to review customer analytics on revenue performance to budget and adjust strategy for sales growth, if necessary, in co-ordination with the Manager (CSM) and Director (CSD).
- Conduct weekly/bi-weekly employee touch point meetings to review customer performance, outstanding tasks and assessment of CSR workload. Provide insights to Manager.
- Providing direction and assist in developing strategies on tasks required to ensure completion with Metro CSR.
- Lead specific customer targets and actions using the Profitability files and ensure proper guidance and growth plans with Customer Service Team. Maintain actions as needed.
- Lead/Manage in all major projects or programs in collaboration with the Manager and customer CSR. Provide guidance and report/update to Manager of milestones and progress.
- Attend customer meetings; documenting notes, facilitating actionable items, assist in coordinating any tactical responses.
- Setup Bid Worksheet for major projects/programs and forward to Procurement & Planning for pricing updates; monitor for Category Lead/Buyer completion.
- Collaborate with CSR and Manager for pricing strategy to finalize bid worksheet and Business Development as required.
- Review contract language and requirements in collaboration with CSR. Provide guidance on contract language and highlights for strategy and pricing analysis, as needed.
- Co-ordinating with the Analyst, review contract lost award data/no bid data monthly based on prior submission date to ensure we have gathered part information/competitive costing to increase our ability to quote and win. Provide and review with team Manager and assigned CSR.
- Assess open workload with the Manager weekly.
- Conduct Post-award reviews and provide and/or present a summarized overview of findings to the team Manager and customer CSR.
- Review CSR Scorecards weekly for actionable items; including all past due orders and long lead time orders; aging coach down orders, outstanding RMA’s.

**WHAT YOU NEED TO BE SUCCESSFUL**:

- Post-secondary education in a related discipline and/or equivalent experience
- Ability to converse in a professional manner in both written and verbal communication
- Adept in the use of Microsoft Office with advanced Excel skills
- Advanced problem solving, organizational and analytical skills
- Working knowledge of bills of materials is essential
- Acquired and maintained knowledge of existing bus and coach equipment
- Demonstrated ability to multitask, effectively prioritize and work efficiently in a high demanding fast paced work environment
- Basic knowledge of the transit industry and vehicles systems would be considered an asset
- Experience of Oracle systems and processes would be considered an asset
- *Travel is required for this position*_

**WHY JOIN OUR TEAM**:

- Competitive Wages.
- A continuous learning environment.
- Ability to advance your career with a growing company.
- NFI Group has been named a Manitoba Top Employer for 2020 and this is the tenth since the competition was established in 2007.
- Employee social committee organizes numerous events throughout the year, including summer barbecues, holiday festivities, sporting events and tournaments, and much more.
- Ongoing employee development through a variety of in-house training initiatives along with tuition subsidies for courses at outside institutions.

**HOW TO APPLY**

**OUR WHY**:
We exist to move people. Our mission is to design and deliver exceptional transportation solutions that are safe, accessible, efficient and reliable.

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