Customer Service Strategist

5 days ago

Winnipeg, Manitoba, Canada NFI Parts Full time
Job Description

NFI Parts is a leading provider of parts, technical publications, training, and support for buses and motor coaches. We are seeking a skilled Customer Service Strategist to lead and enhance our Metro business segment.

Key Responsibilities:
  • Strategic Oversight:
    • Oversee and balance team workloads to ensure efficient assignment and coordination of customer service tasks.
    • Mentor and guide Customer Service Representatives, offering direction on complex tasks and performance management.
    • Develop and execute strategies to enhance team productivity, customer satisfaction, and account growth.
    • Lead specific customer targets and actions using profitability files, ensuring proper guidance and growth plans with the Customer Service Team.
    • Conduct regular meetings with Customer Service Representatives to assess performance, address outstanding tasks, and provide strategic guidance.
    • Review Customer Service Representative Scorecards for actionable items, including past due orders, long lead time orders, aging coach down orders, and outstanding RMAs.
    • Regularly meet with the Manager to review team workload and performance, ensuring alignment with departmental goals and fostering professional development.
  • Project and Contract Support:
    • Lead and manage major projects and programs in collaboration with the Manager and customer CSR, ensuring alignment with strategic goals and successful execution.
    • Prepare and manage Bid Worksheets for key projects, working closely with Procurement & Planning for pricing updates and ensuring timely completion.
    • Review and analyze contract language and requirements, providing strategic guidance on pricing and contract negotiation.
    • Report and update the Manager on project milestones and progress, ensuring all major initiatives are on track.
  • Customer Engagement and Coordination:
    • Attend customer meetings, document key points, and coordinate actionable items for effective follow-ups and responses.
    • Develop strategies to meet specific customer targets and optimize service delivery.
    • Collaborate with Analysts to review contract lost award data and no-bid data monthly, enhancing quoting accuracy and competitive positioning.
  • Data Analysis and Reporting:
    • Analyze customer analytics on revenue performance and adjust strategies in coordination with the Manager and Director.
    • Conduct post-award reviews, summarizing findings, and presenting them to the team Manager and customer CSR.
Requirements:
  • Degree in Business Administration or a related field, with extensive experience in account management, contract management, or bids/proposals within a technical or engineering context.
  • Demonstrated ability to manage complex projects and contracts with strong technical acumen. Advanced proficiency in Microsoft Office, particularly Excel, and familiarity with Oracle systems would be considered an asset.
  • Exceptional written and verbal communication skills, with demonstrated success in customer engagement and strategic account management.
  • Strong analytical abilities with experience in interpreting data, developing strategies, and making informed decisions. Experienced in strategic planning and execution within a fast-paced environment.
  • Basic understanding of the transit industry and vehicle systems, with previous experience in similar roles.
  • Travel is required for this position.

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