Customer Service

**Objective**:
Responsible for the sales support and transportation needs of the Innocon market area. Ensures effective order-taking and dispatching are performed. Provides direct management of the customer service representatives (CSR) and dispatchers 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; He/she will build close relationships with customers and lead the department in a positive manner; balancing lowest cost against customer satisfaction.

The Customer Service & Logistics Supervisor will need to work closely with customers, sales, and operations to ensure effective customer service.

**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.
- Customer Service:_ Oversee and supports duties of all Innocon CSR and dispatch personnel for the GTA market to ensure delivery efficiencies and customer satisfaction are within the company’s 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. Daily management of all digital tools for the Customer Service and Logistics Team
- Team Management:_ Daily management of Customer Service and logistics personnel. Help coordinate training and development of all staff. Manage staffing schedules.
- Reporting:_ Prepare daily and monthly KPI reporting on key statistics. Prepare as needed reporting on customers, drivers, and operations.
- Administration:_ Responsible for the effective utilization of the Command Concrete 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.

**Relationships with Others Jobs**:

- Reports to the Customer Service & Logistics Manager
- Works closely with
- Commercial Team, Managers, and Sales Representatives
- Quality Control Managers and supervisors
- Site Coordinators
- Manufacturing Manager, Plant Managers, Plant operating staff
- Fleet and Delivery Manager, Fleet Managers, Delivery Managers, Driver Development Staff
- Lafarge Digital, IT, and manufacturing support staff

**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

**Dimensions**:

- 6-8 Direct Reports
- 20 Ready Mix Plants
- 300 Delivery Trucks

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**Qualification Profile**:

- Education & Work Experience:_
- A College or University degree in construction management, engineering, or business is beneficial
- A minimum 4-5 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
- Must have previous customer service and/or operational experience in a environment, preferably in construction, logistics and/or transport.
- Posses 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
- Posses a commitment and willingness to devote great effort and time in order to reach goals
- Must have a strategic business focus and ability to anticipate future consequences and trends accurately
- Ability to make decision is a timely manner, sometimes with incomplete data and under tight deadlines and pressure
- Job-Specific Competency Pro