Customer Service Manager

The person may be located in Delta or Edmonton

**Who are we?**

We are a family business that has been built up from generation to generation since 1945. In the last few years, Groupe Crevier has moved towards accelerated growth. The company now has 4 production and packaging units and 15 warehouses across the country. In order to offer a local presence to its customers, the Group and its subsidiaries Catalys Lubrifiants and Nemco have positioned themselves as key suppliers of lubricants and related products from coast to coast.

The Group provides effective and innovative solutions to its customers through its partnership with recognized suppliers such as Chevron and Shell, as well as through its private label products: Catalys.

Respect for the environment and sustainable development is reflected in the company's values and is increasingly an integral part of all Catalys Lubricants' choices. We have strong values and we believe in them in order to foster a climate conducive to self-fulfillment, surpassing oneself and innovation.

We offer a stimulating work environment based on respect and opportunities to develop your skills.

If you are passionate and dynamic? let's go together

**REPORTING STRUCTURE**:
The Customer Service Manager will report to the regional VP. This role will have direct reports in different provinces, ranging from 5 to 10 employees.

**JOB RESPONSABILITIES**:

- Create a cohesive, empowered and engaged regional team, spanning multiple provinces
- Define and execute short and long-term customer service and support strategy, leveraging best practices and technology to expand service capabilities, ensuring consistent, high-value and cost-effective service levels
- Develop customer service procedures, policies and standards that reflect industry best practices
- Work collaboratively with your counterpart to ensure standardization across the country
- Train and coach your team
- Establish individual and team KPIs, develop service level standards focused on reducing response times and providing high customer satisfaction
- Monitor and report on the KPIs, propose and implement solutions for improvement
- Enhance First Call Resolution
- Improve NPS (Net Promoter Score), CSAT (Customer Satisfaction) or other Customer metric
- Serve as an escalation point for customer issues ensuring they are resolved as quickly and efficiently as possible, leveraging resources across the company as necessary
- Identify process improvements and work with the Continuous Improvement team to implement changes
- Drive better sales through service
- Identify new tools and technologies to better serve the customer
- Use Customer Insight and Root Cause Analytics to identify companywide improvements and present these to the Executive Committee; influence customer improvements
- Act as the Voice of the Customer across the organisation

**REQUIRED EXPERIENCE**:

- Experience of managing operational customer service teams
- Strong strategic and customer focus with a clear understanding of the wider issues impacting the market
- Proven management and or relationship management experience.
- Established track record of exceeding targets, and KPI’s
- Influential relationships skills at all levels within the organization
- Excellent/clear communicator
- Experience in developing business cases and ROI-based-point of view to drive and advocate for action
- Presentation skills, including experience creating and delivering presentations to Senior (C-Suit) executive teams and ensuring desired results or outcome is obtained

**COMPETENCIES**:

- Proficient and accurate typing, data entry
- General knowledge of products being sold
- Strong problem solving skills
- Experience leading a warehouse team including, hiring, training
- Systems experience
- Excellent communication skills both written and verbal in English

**Job Types**: Full-time, Permanent

**Benefits**:

- Casual dress
- Company events
- Dental care
- Disability insurance
- Employee assistance program
- Extended health care
- Life insurance
- On-site gym
- On-site parking
- Paid time off
- Profit sharing
- RRSP match
- Vision care
- Wellness program
- Work from home

Flexible Language Requirement:

- French not required

Schedule:

- Monday to Friday

Supplemental pay types:

- Bonus pay

Work Location: Hybrid remote in Delta, BC