Customer Service Manager

2 weeks ago

Surrey, Canada Finning Canada Full time

Company:
Finning Canada

Number of Openings:
1

Worker Type:
Permanent

Position Overview:
Responsible for both the daily field & shop repair execution, and customer interaction of the branch and the delivery of branch goals and objectives; in addition to adhering to Finning’s Customer Service Commitment and Service Excellence Operational process. This includes providing clear and effective leadership, demonstrating a healthy and safe work environment for all branch employees, and facilitating targeted levels of customer satisfaction.

**Job Description**:
Major Job Functions:
Safety Leadership - lead, demonstrate and champion a healthy and safe work environment and culture for all branch employees, contractors and customers.
- Ensure that all safety practices and policies and compliance requirements are followed, employees hold and maintain the appropriate safety training required for their position, monthly spot audits are conducted and that at a minimum, safety TRIF and LTI targets are met, while always striving for zero

People Leadership - demonstrate clear and effective leadership to branch employees through role and responsibility guidance, performance management, coaching and mentoring and supporting growth, development and training opportunities.
- Provide quality, timely feedback to individuals through formal and informal conversations to support the performance management process
- Share Employee Opinion Survey (EOS) results, solicit feedback, develop and post an action plan on the Action Planning website.

Results and Financial Management - manage day-to-day branch operations, assets, finances including planning, managing and reporting of branch financial results, assets and facilities requirements
- Responsible for reviewing the monthly metrics related to People, Quality, Velocity and Cost with branch employees
- Manage the successful execution of Finning’s Service Excellence Operational process and customer service commitment within the branch
- Owns successful execution on the customer contract (if applicable)
- Direct timely resolutions to customer issues and goodwill settlements
- Responsible for investigating service eforms related to variances, service warranty and service re-do
- Actively purse monies from CAT recoveries
- Responsible for maximizing recovery of components from CAT and OEM

Specific Skills:

- Exceptionally strong interpersonal skills
- Strong written and verbal communication and presentation skills
- Proven leadership, coaching, mentoring, people and team development skills
- Strong analytical, problem solving and decision making skills
- Proven Financial business acumen
- Proven relationship management skills with a strong customer focus
- Leadership for Safety Excellence Training
- Strategic business planning

Knowledge:

- Thorough understanding of labor relations and grievance resolution process
- Strong understanding of parts and service processes and systems, Finning’s work order cycle, sales processes, warranty offerings and goodwill practices
- Understanding and adheres to Finning policies and procedures
- Comprehensive understanding of the operational processes, issues, challenges, best practices, people and customers within the industry
- Business acumen and financial planning, budgeting and forecasting knowledge
- Finning’s products, services and industry segments, Customer Service Commitment, Service Excellence Operational Excellence
- Performance Management and Performance Improvement Plan (PIP) processes and the principles of high performance leadership

**Experience**:

- 8-10 years of previous supervisory or leadership experience
- Previous experience on the repair and execution side of business
- Strong mechanical aptitude to expand technical expertise knowledge base and gain experience

Accountability:

- Accountable for ensuring the training of employees and check regularly to ensure they are using equipment properly and following safe work procedures
- Accountable for creating quality career learning plans and performance objectives aligned with the business strategy and supported through the year with quality informal and formal conversations.
- Accountable for developing, maintaining and fostering a healthy relationship with the union and unionized employees
- Accountable for working towards a Caterpillar 4 Star rating
- Accountable for managing service trucks and National Safety Code (NSC) compliance
- People (Safety) - Service TRIF, Near miss reports, NSC compliance, Service EOS Engagement Roll up and Performance Plan Completion
- Quality - Service NPS, Service Letter Completion, Labor Recovery, Variance
- Velocity - Aged SWIP%, Accounts Receivable
- Cost - Service Revenue, SG&A%, Gross Profit%, Service Goodwill

  • customer Service Manager

    3 weeks ago

    Surrey, British Columbia, Canada carzone motors Ltd Full time

    Job Duties: Plan, direct, and assess the operations of retail sale establishments, as well as departments within such establishments. Manage your team and delegate responsibilities. Determine consumer demand, possible sales volumes, and the impact of competitors' operations on sales by studying market research and trends. Determine what products and services...

  • Help Desk Manager

    2 weeks ago

    Surrey, Canada Bouygues Energies & Services Full time

    Reporting To: P3 Services Manager Scope of Duties and Responsibilities: - Develop, improve, and track relevant Key Performance Indicators for the Help Desk Services for all BYES contracts. - Ensure the delivery of services in accordance with business systems, such as H&S, quality assurance, environmental management systems, financial systems,...

  • Customer Service Manager

    2 weeks ago

    Surrey, Canada Carzone Motors Ltd Full time

    Education: Secondary (high) school graduation certificate - Experience: 1 year to less than 2 years **Tasks**: - Manage staff and assign duties - Study market research and trends to determine consumer demand, potential sales volumes and effect of competitors' operations on sales - Determine merchandise and services to be sold - Implement price and credits...

  • customer service manager

    2 weeks ago

    Surrey, Canada Carzone Motors Ltd Full time

    Education: Expérience: EducationSecondary (high) school graduation certificateTasksManage staff and assign dutiesStudy market research and trends to determine consumer demand, potential sales volumes and effect of competitors' operations on salesDetermine merchandise and services to be soldImplement price and credits policiesLocate, select and procure...

  • customer service manager

    3 weeks ago

    Surrey, Canada Carzone Motors Ltd Full time

    Education: Secondary (high) school graduation certificateExperience: 1 year to less than 2 yearsTasksManage staff and assign dutiesStudy market research and trends to determine consumer demand, potential sales volumes and effect of competitors' operations on salesDetermine merchandise and services to be soldImplement price and credits policiesLocate, select...

  • customer service manager

    12 hours ago

    Surrey, Canada Carzone Motors Ltd Full time

    Education: Expérience: EducationSecondary (high) school graduation certificateTasksManage staff and assign dutiesStudy market research and trends to determine consumer demand, potential sales volumes and effect of competitors' operations on salesDetermine merchandise and services to be soldImplement price and credits policiesLocate, select and procure...

  • Territory Manager

    7 days ago

    Surrey, Canada PRATTS FOOD SERVICE Full time

    **Job description** Pratts Food Service is a leading broad line distributor throughout Western Canada and growing in many areas. We are currently looking for a Territory Sales Manager with 2-3 years experience to cover the Lower Mainland B.C. region. Skills Required: 2-3 Years or more Territory Manager Food Service Sales or equivalent experience, Other...

  • Cashier/customer Service

    23 hours ago

    Surrey, Canada Jojos chicken shack Full time

    **About us** Jojo's Chicken Shack is a fried chicken restaurant in Surrey, BC V3Z 2L6. We are professional, agile, and customer-centric. Customer Service Associate / Cashier **Duties**: - Greet customers and provide excellent customer service - Process customer transactions accurately and efficiently - Handle cash, credit, and debit card transactions -...

  • Customer Relations Manager

    7 days ago

    Surrey, Canada Altro Industries Inc. Full time

    **Altro Labels is looking for a customer relationship manager responsible for,** **Managing customer relationships**. As the main liaison between the company and its customers, account managers need to foster open communication, address any concerns and ensure the team meets any needs in a timely and efficient manner. Processing work orders is the...

  • Customer Success Manager

    5 days ago

    Surrey, Canada Cascadia Scientific Inc. Full time

    **Job Title**: Customer Success Manager - North America **Reports to**: Director Client Services **Salary Range**: 65k-75k **Position Type**: Full-Time **SUMMARY** As the Customer Success Manager - North America you will be responsible for driving adoption and operational excellence of our services by ensuring an optimal end-user experience. From the...

  • Customer Service/sales Representative

    23 hours ago

    Surrey, Canada Sweepy Maids Full time

    Maintain and update customer databases, records, and files. Prepare reports, presentations, and other documents as needed. Manage office supplies and equipment inventory. - Assist the sales team by preparing sales materials, presentations, and proposals. Respond to customer inquiries, providing product and service information. Schedule appointments and...

  • Automotive Service Advisor

    7 days ago

    Surrey, Canada OK TIRE & AUTO SERVICE Full time

    Experienced service advisor required. This is a junior role to get the team to the next level. You must be a self starter, highly motivated and knowledgeable in automotive services. Seeking a professional, organized individual who has excellent written and verbal communication skills and keen attention to detail. The successful applicant should have worked...

  • Customer Success Manager

    3 days ago

    Surrey, Canada Cascadia Scientific Inc. Full time

    PRIMARY RESPONSIBILITIES: · Act as the dedicated customer success manager, fostering strong and enduring client relationships while becoming a subject-matter expert on our products. · Collaborate closely with clients to outline and record their business needs, grasp core challenges, and transform their aspirations into valuable, tailored solutions. ·...

  • Customer Success Manager

    2 days ago

    Surrey, Canada Cascadia Scientific Inc. Full time

    PRIMARY RESPONSIBILITIES: · Act as the dedicated customer success manager, fostering strong and enduring client relationships while becoming a subject-matter expert on our products. · Collaborate closely with clients to outline and record their business needs, grasp core challenges, and transform their aspirations into valuable, tailored solutions. ·...

  • Customer Success Manager

    2 days ago

    Surrey, Canada Cascadia Scientific Inc. Full time

    PRIMARY RESPONSIBILITIES:· Act as the dedicated customer success manager, fostering strong and enduring client relationships while becoming a subject-matter expert on our products.· Collaborate closely with clients to outline and record their business needs, grasp core challenges, and transform their aspirations into valuable, tailored solutions. · Foster...

  • Customer Service and Dispatch Assistant

    2 days ago

    Surrey, Canada LANTRAX LOGISTICS LTD Full time

    **Are you a Logistics and Trucking Professional looking for your next opportunity? Join the asset based Trucking division of Lantrax Logistics to be financially rewarded and propel your career forward!** At Lantrax, we know the reason behind our industry awards and continued success is our dedicated team. That is why we are committed to providing rewarding,...

  • Customer Success Manager

    3 days ago

    Surrey, Canada Cascadia Scientific Inc. Full time

    PRIMARY RESPONSIBILITIES:           ·    Act as the dedicated customer success manager, fostering strong and enduring client relationships while becoming a subject-matter expert on our products.·    Collaborate closely with clients to outline and record their business needs, grasp core challenges, and transform their aspirations into...

  • Customer Success Manager

    3 days ago

    Surrey, Canada Cascadia Scientific Inc. Full time

    PRIMARY RESPONSIBILITIES:           ·    Act as the dedicated customer success manager, fostering strong and enduring client relationships while becoming a subject-matter expert on our products.·    Collaborate closely with clients to outline and record their business needs, grasp core challenges, and transform their aspirations into...

  • Customer Success Manager

    1 day ago

    Surrey, Canada Cascadia Scientific Inc. Full time

    PRIMARY RESPONSIBILITIES:           ·    Act as the dedicated customer success manager, fostering strong and enduring client relationships while becoming a subject-matter expert on our products. ·    Collaborate closely with clients to outline and record their business needs, grasp core challenges, and transform their aspirations into...

  • Service Manager

    7 days ago

    Surrey, Canada Mainland Motors Full time

    Responsibilities: - Oversee the daily operations of the service department - Manage a team of mechanics and service advisors - Ensure efficient and timely completion of automotive repairs and maintenance - Provide exceptional customer service and address customer inquiries and concerns - Upsell additional services and products to customers - Handle cash...