Customer Service Manager

3 weeks ago

Cambridge, Canada Challenger Motor Freight Inc. Full time

**Envision**:
Working for a company dedicated to personal career growth and opportunity in moving the organization forward. Challenger Motor Freight Inc. is a Platinum Club Member in Canada’s 50 Best Managed Companies. Our success is directly attributed to our dedicated and talented team of professionals who work hard together with a common purpose - to keep us on the leading edge in safety, technology, and analysis.

It’s not by chance that Challenger is a leading North American freight transportation company. In 40 years, Challenger has grown from one person with a vision and a truck to an international transportation and supply chain management company.

**We offer the following in our search for engaged employees looking to become part of a successful team**:

- A continuous learning environment that develops your individual career goals
- A continuous improvement environment where all ideas are explored
- Engaged coaches and mentors who will provide guidance but also allow autonomy
- Team atmosphere
- Competitive and comprehensive total rewards package including company paid group benefits and company sponsored retirement savings plan
- Support of professional memberships and certifications
- Standard office hours; Monday to Friday from approximately 8:00am to 5:00pm

**The Opportunity**:
The Customer Service Manager provides direction and management to a team of Account Managers and Customer Service Representatives. The Customer Service Manager is responsible to effectively represent the customer and support Challenger’s operations by promoting proactive bi-directional communication with a focus on meeting customer’s expectations and Challenger’s needs.

**Primary Accountabilities**:
Supervision of Customer Service Representatives and Account Managers:

- Establish individual targets for Account Managers that are in line with corporate goals and customer targets
- Process lead for processes and tools required to service large/high profile customers
- Ensure that staff is properly trained to perform duties and perform regular process checks
- Ensure customer scorecards and other reports (internal and external) are complete and accurate
- Provide regular feedback and coaching
- Conduct formal performance reviews

National Responsibilities:

- Ensure Customer Service processes and Key Process and Results Indictors are standardized nationally
- Be the internal Voice of the Customer and proactively communicate customers or lanes that have had service issues
- Summarize service issues and factors affecting service so corrective actions can be implemented
- Manage and communicate service issues proactively and liaise between customer and operations to resolve issues
- Ensure alignment of Customer Service team with Operations (Planner/Driver Coordinator), Logistics, Invoicing and Sales

Secondary Accountabilities:

- Evaluate quality and quantity of orders booked daily by each Customer Service Representative
- Ensure EDI transmissions and/or faxed load confirmations are accepted in a timely fashion by Customer Service
- Establish departmental vacation and holiday schedules and manage attendance policies to ensure adequate coverage
- Work with Accounts Receivable for customer coding for billing purposes
- Enter new customer codes into computer system (not bill to)
- Performs other duties as required

**What You Need To Be Successful In This Role**:

- 5+ years of Leadership experience (coaching and mentoring people)
- College diploma or university degree
- Supervisory and Conflict Resolution training
- Previous supervisory experience preferred
- Customer-facing experience
- Strong ability to manage and prioritize multiple concurrent activities with a high level of organization and sense of urgency
- Intermediate user of Microsoft Office suite of products
- Exceptional interpersonal skills
- Excellent oral and written communication skills
- Effective organizational skills
- Positive attitude/service oriented disposition
- Effective conflict resolution and problem solving skills
- Strong attention to detail
- Takes initiative
- Even tempered; handles pressure well
- Driven and analytical

**How To Apply**:
If you are looking to join a premier transportation company, and become an integral part of results oriented team who constantly challenge themselves to Go The Distance for our customers and for each other, the role of Customer Service Manager may be right for you.

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