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.

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

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.

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

COMPETENCIES
- Customer Centricity
- Fostering Culture
- Collaboration
- Problem Solving & Decision Making
- Managing Through Change
- Developing Self & Others
- Planning & Results Orientation
- Communication
- Always Improving Mindset
- Business & Financial Savvy

EDUCATION
- University or College diploma is an asset.

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.