Customer Experience Manager

JOIN OUR TEAM

Metro Supply Chain is a strategic supply chain solutions partner for some of the world’s fastest growing and most recognizable organizations. We advance our customers’ business through innovative, real-world solutions within a culture that supports our communities, protects our environment, and enables our team to thrive. Managing 14 million square feet in 98 sites across North America and Europe with a team of 6,000, it is the largest privately-owned supply chain solutions company based in Canada.

The Customer Service Manager will oversee the customer service activities, and work hand in hand with the onsite customer representative.

**Shift**: Monday to Friday - Morning
This is a full time on site position

**RESPONSIBILITIES**:
Supervise a team of CSR’s to ensure the effective completion of daily work assignments and follow up on the delivery of the expected performance results including:

- Act as the liaison between the onsite customer representative and the Metro operation team
- Help prioritise daily order pool while meeting KPIs.
- Trouble shoot, with the customer and the operation team, any situations. Typical scenarios include; incomplete paperwork from vendors, prioritizing unexpected inbound arrival or outbound orders, validating new SKUs, etc.
- Local responsibility for the invoicing process, from gathering all invoicing information and forward to accounting to reporting and detailing to the customer.
- Complete shift briefing template to ensure the effective communication of relevant information to all CSR’s,
- Give special attention to priority customers.
- Monitor and manage workload levels for the CSR group while developing a team environment,
- Manage and provide leadership to CSR’s including obtaining performance results, organizing work assignments, and maintaining a productive, safe and motivational environment.
- Create and maintain an environment that promotes positive communication while fostering teamwork within the facility and organization.
- Provide daily feedback to employees through coaching and administer performance appraisals. Handle all disciplinary situations appropriately and in a timely manner with appropriate supporting documentation.
- Monitor absenteeism and vacation requests.
- Maintain close interaction with customers to develop strong relationships while assessing service requirements
- Strive for continuous improvement by soliciting employee suggestions and feedback and making recommendations.
- Assist in the development of Customer Service goals and objectives to support the facilities strategy and business plan.
- Implement and actively champion compliance with company policies & procedures.
- Assumes additional related responsibilities as required.

**EDUCATION**:

- University or College diploma is an asset

**EXPERIENCE**:

- 2 years of Supervisory experience in Customer Service with a proven record of result
- Previous CSR experience in logistics/warehousing field is an asset

**CORE COMPETENCIES**:

- Proven communication skills both verbal and written
- Thorough knowledge of company office equipment, including MS Word/Excel
- Service oriented with strong customer interaction skills and commitment
- Ability to make sound decisions independently to obtain desired results
- Ability to lead and motivate a team towards a common customer service goal
- Ability to lead, motivate and develop a team

Why Join Us
- Work in an environment where safety is our first priority
- The opportunity to build a career with a growing company
- Medical, dental, and vision coverage for you and your family
- Life and disability insurance
- Wellness programs to support your family’s well-being
- A Retirement Savings Program with a company match
- Company team wear allowance
- Employee Appreciation Day
- Company sponsored social events
- Community volunteering

Should you require accommodation for a special ability or need during the recruitment process, please reach out to a member of our Human Resources Team.
HP