Customer Service and Customs Operations Manager
3 weeks ago
At Andy Transport, we pride ourselves on delivering exceptional, customized services that cater to the unique needs of our clients. Our comprehensive solutions encompass goods transportation, logistics, warehousing, and fleet management, all designed to provide added value and streamline our customers' experiences.
We have a wealth of experience and expertise in our domain, with a strong presence in both European and North American markets. Our integrated services are tailored to translate clients' operational needs into lucrative business opportunities, positioning us favorably for continued growth and expansion.
About the RoleWe are seeking a highly skilled Customer Service and Customs Operations Manager to join our team. As a key member of our organization, you will be responsible for nurturing strong client relationships, identifying growth opportunities, and ensuring the seamless delivery of logistics solutions.
Your role will be pivotal in ensuring exceptional service delivery, enhancing customer satisfaction, and driving operational efficiency. You will implement strategies to improve service quality, manage team performance, and support the company's growth objectives.
Key Responsibilities- Team Leadership: Lead, mentor, and develop a high-performing customer service and customs coordination team.
- Performance Management: Conduct regular performance evaluations, provide constructive feedback, and create development plans for team members.
- Customer Service: Ensure the delivery of exceptional customer service by monitoring and improving customer interactions.
- Strategy Development: Develop and implement customer service strategies and processes to enhance satisfaction and loyalty.
- Issue Resolution: Handle escalated customer issues and resolve complaints promptly and effectively.
- Process Improvement: Streamline customer service and customs processes to improve response times and resolution rates.
- Technology and Data Analytics: Utilize technology and data analytics to optimize service delivery and operational efficiency.
- Compliance: Ensure compliance with industry regulations and company policies.
- Continuous Improvement: Identify opportunities for process improvements and lead initiatives to implement innovative solutions.
- Culture Development: Encourage a culture of continuous improvement within the team.
- Performance Metrics: Establish and monitor key performance indicators (KPIs) to measure team performance and service quality.
- Reporting: Report on team performance to senior management and suggest improvements.
- Experience: Minimum 5 years experience in a customer service management role, preferably in our industry with a proven track record. Customs experience is an asset.
- Education: Bachelor's degree or better in a related academic field.
- Skills: Strong leadership and people management skills, excellent communication in French and English (spoken and written).
- Mindset: Customer-centric mindset, with a focus on continuous improvement.
- Pressure Management: Ability to handle high-pressure situations and manage multiple priorities.
- Competitive Salary: A competitive salary that reflects your skills and experience.
- Flexible Work Arrangements: Flexible work arrangements that support your work-life balance.
- Benefits Package: A comprehensive benefits package, including access to virtual healthcare.
- Wellness Account: An annual wellness account that promotes an active and healthy lifestyle.
- Tools and Resources: Access to tools and resources that support physical and mental health, embracing change, and connecting with colleagues.
- Inspiring Leaders: Inspiring leaders and colleagues who will lift you up and help you grow.
- Community Impact: A Community Impact program that allows you to contribute to your community in a meaningful way.
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