Lead Customer Service Representative

Lead Customer Service Representative

**Requisition ID**:13090

**Location**:City of Ottawa, ON, CA, K2H 7T5

**Pay Type**:Hourly

**COMPANY OVERVIEW**

Holcim is planning to spin-off its North American Business to unleash its full potential, capitalizing on North America’s oversized growth in construction led by the modernization of infrastructure, a surge in advanced manufacturing and AI operation and the growth of resilient cities.

Holcim plans to list the new company on the NYSE by the end of the first half of 2025 and establish its operations headquarters in the US to be fully dedicated to serving the North American market and pursue a growth strategy across the region.

The newly listed company will become North America’s leading building solutions company, with industry-leading market position to meet its customers’ greatest ambitions with the most advanced building solutions from foundation to rooftop.

**ABOUT THE ROLE**
Oversee and manage all aspects related to transportation needs in the local market. This includes coordinating all aspects pertaining to fleet utilization, dispatch, sales support, and overall customer service for RMX in the Central market. Maintain production efficiencies and best in class customer service in daily dispatch operations. With a customer and employee focus, will strategically maximize all transportation operations and build a strong team that effectively utilizes systems, scheduling, ticketing, and delivers seamless and timely execution to the customer. Lead safety excellence, diverse teams, logistic service quality, equipment utilization, and operational systems with the highest operational efficiency. This position will work closely with the customer, sales, quality, and operations to ensure complete and effective customer service.

**WHAT YOU’LL ACCOMPLISH**
- Implement and adhere to Lafarge Safety policy. Continuously pursues a culture of Safety at all times while actively engaging employees, subcontractors, and vendors to reinforce safe behaviors at all job sites and Lafarge property.
- Provide the highest levels of customer service while optimizing available resources.
- Utilizes staff to assist sales with customer communication, order processing, customer delivery and system support.
- Maintains or improves order entry and dispatch systems and procedures to provide on-time delivery and effective communication with customers and internal personnel.
- Set and follow KPI’s, as outlined in SPEC, to maximize delivery turnaround and continuously improve dispatch/phone system to maximize customer experience.
- Models professional and ethical conduct at all times.
- Recommends necessary training and has overwhelming concern for the development of the team members.
- Leads and mentors to provide value added products for customers.
- Responsible for daily utilization of Command Concrete and Concrete Direct.
- Ongoing management of the other systems and tools used in the customer service department, truck communication systems, and telephone communication systems.
- Coordination between the sales and quality control staff to ensure correct billing on all invoices.
- Champion daily CFOM calls, QIR process, Customer Incident Reports, Concrete Direct.
- Demonstrate a commitment to communicating, improving and adhering to health, safety and environmental policies in all work environments and areas.
- Promote a culture of safety and exhibit these behaviours.

**WHAT WE’RE LOOKING FOR**
- Education: College Additional Education Preferred: Field of Study Preferred: Business or technical field Required Work Experience: minimum 5 years in concrete or related to logistics operations
- Required Training/Certifications:

- Required Technical Skills: SAP and Microsoft suites
- Travel Requirements: 10%
- Excellent customer service skills - dedicated to meeting the expectations of internal and external customers
- Must be flexible and balance shifting priorities to meet deadlines
- Demonstrate process aptitude.
- Possess knowledge of construction products and a solid understanding of concrete construction practices, competition and business opportunities.
- Excellent leadership skills - must be able to motivate others and provide complete, direct and actionable feedback
- Possess a commitment and willingness to devote great effort and time in order to reach goals
- Ability to make decision is a timely manner, sometimes with incomplete data and under tight deadlines and pressure
- Strong problem solving and analytical skills and the desire to seek solutions
- Must have a strategic business focus and ability to anticipate future consequences and trends accurately

**Additional Requirements**:
**WHAT WE OFFER**
- Flexible Health & Dental benefits coverage for you and your dependents.
- A generous Pension Plan designed to support you through various stages of your career and life.
- Access to voluntary programs like RRSP and TFSA for future financial planning.
- Healthy Living support thr