Customer Service

5 months ago

Richmond Hill, Canada LAFARGE CANADA INC Full time

**Objective & Overview**

Responsible for the sales support and transportation needs of the Innocon market area. This role strives for Innocon’s customer orientation vision: “Best in the GTA”. Ensures effective order-taking, and dispatch are performed. Provides direct management of the customer service representatives (CSR), and dispatcher Supervisors to ensure related processes and systems are executed in a manner consistent with best practices. He/she will make certain that relationships and processes around customer service are effectively utilized and maintained; balancing lowest cost against service and customer satisfaction.

**Responsibilities**
- Health and Safety:_ Demonstrate a commitment to communicating, improving, and adhering to safety policies in all work environments and areas. Ensure all aspects of his/her role are executed in a safe manner. Reinforce safety guidelines with employees, vendors and subcontractors while on construction sites and Innocon operations. Works with the manufacturing and delivery team to ensure time is scheduled for all employees to receive safety communications.
- Customer Service_: Oversee duties of all concrete CSR and dispatch personnel for the Innocon market to ensure delivery efficiencies and customer satisfaction are within Innocon standards. Interface with sales to coordinate staff and ensure a proactive approach is taken to ensure timely deliveries. Provide the highest levels of customer service while optimizing available resources. Coaches and motivates employees to establish an effective, enjoyable and fulfilling customer experience.
- Transportation & Logistics:_ Oversee all scheduling processes, which would include CSR and dispatch personnel, drivers, trucks, materials, and plant capacities. Know and adhere to all DOT regulations. Maintain and improve order entry and dispatch systems and procedures to provide on-time delivery and effective communication with customers and internal personnel. Daily management of the hourly drivers within the guidelines of the collective agreement. Manages relationships and contracts with truck rental service providers. Manages all digital tools related to customer service and delivery.
- Team Management:_ Daily management of Customer Service and logistics personnel. Focused on the Supervisors and Site Coordinators. Prepare annual performance reviews and personal development plans. Coordinate training and development of all staff. Manage staffing schedules.
- Reporting:_ Ensure preparation of daily and monthly KPI reporting on key statistics. Prepare as need reporting on customers, drivers, and operations.
- Administration:_ Responsible for the effective utilization of all Customer Service and Logistics systems across the organization. This includes but is not limited to ticketing system by Customer Service and Logistics Staff, Ongoing management of the other systems and tools used in the customer service department including radio systems, truck communication systems, and telephone communication systems. Coordination between the sales and quality control staff to ensure correct billing on all invoices.
- Budgeting and Reporting_**:_Responsible for analysis and commentary on results reported on an as needed basis (generally monthly) for delivery and sales performance. Working with the department heads to develop a comprehensive annual budget.

**Relationship with Others**
- Reports to President of Innocon
- Works closely with: Sales Manager, Key Accounts and Area Sales Managers, Delivery Ops Manager, Production Ops Manager, Quality Control / Technical Managers, Sr Finance Manager, Safety Mangers, Director of Manufacturing for Lafarge ECAN

**Specific Accountabilities**:

- Safety Performance objective is “Zero”
- Sales and Customer Service Process Ownership
- Providing high quality customer service and satisfaction
- Responsible to achieve targeted delivery focused KPI’s and budget targets

**Dimensions**
- 6-8 Direct Reports, 14 indirect reports
- 20 Ready Mix Plants
- 300 Delivery Trucks
- 5 external rental agreements
- 1.5M m3 annually
- Up to 10% travel requirement outside market area

**Qualification Profile**
- Education & Work Experience:_
- College Diploma or Bachelor’s degree in construction management, engineering, or business an asset
- 5+ years of related experience
- Knowledge & Skills:_
- Excellent customer service skills - dedicated to meeting the expectations of internal and external customers
- Must be flexible and able to balance shifting priorities to meet deadlines
- Possess a general knowledge of construction and A&C products and a solid understanding of the market, competition and business opportunities
- Strong problem solving and analytical skills and the desire to seek solutions
- Excellent leadership skills - must be able to motivate others and provide complete, direct and actionable feedback
- Exhibit strong organizational skills and use resources effectively and efficiently
- Posse

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