Customer Service Director

About Gofor Delivers Inc.

Gofor Delivers Inc. is a leading last-mile logistics provider, delivering exceptional appliance and non-appliance services with a focus on care and collaboration. With a commitment to innovation and service excellence, we're rethinking the last mile to better serve customers. Learn more at Let's Deliver Better, Together.

General Summary:

Under the general direction of the Executive Vice President, Sales and Operations, the Customer Service Director is responsible for reducing customer friction across all facets of the organization.  Customer friction can take the form of friction in the sales process, friction in the operations processes, friction in the customer service processes or friction between GoFor groups that have a negative impact on the customer (i.e. customer service and Dispatch, Customer Service and Sales, etc.).  In addition, this role will be responsible for understanding and improving all internal processes that have an effect on customer experience, such as dispatching, claims processing, etc.  This role will strive to ensure that all sales and operations staff are successful in their day-to-day activities.  In parallel, the Manager, Sales Operations and Customer Experience will ensure that there is a timely and accurate reporting forecast for revenue from all current and prospective accounts and that sales processes are well thought through, trained, and followed by each and every resource on the sales team.   As well, the role will ensure that there is timely and accurate operational reporting (e.g. On Time Delivery) and market based reporting to provide timely and accurate information to all internal and external stakeholders.  The Manager, Sales Operations and Customer Experience is expected to  create and publish a comprehensive set of analytics (dashboards and/or reports) that measure all aspects of the sales funnel, sales performance, operations performance, customer performance and market performance and make recommendations to help improve success of the team. 

Primary Duties and Responsibilities:

• Establish, maintain, train and evolve the customer facing processes in use at GoFor to provide customers with excellent customer experience, including but not limited to:
  • Inbound customer requests
  • Outbound communications
  • Dispatching
  • Claims Management
  • Driver Communications
  • Customer Reporting
• Establish, maintain, train and evolve the sales processes in use at GoFor to enable sales team productivity and accurate forecasting.
• Establish, maintain, train and evolve the operations processes in use at GoFor to enable operations team productivity.
• Apply and evolve the specific technologies in use at GoFor to both increase customer experience and increase operational efficiencies.  These applications include OnFleet, Ada, , Tableau and the ability to quickly understand GoFor's custom delivery environment.
• Create a method to detect patterns in sales and operations behaviour or performance, and solicit ways to improve any issues in a positive and constructive way.
• Maintain an accurate and current monthly set of dashboards that present the overall health of the Company, which includes:
  • Sales funnel
  • Revenue
  • On Time Delivery
  • Etc.
• Work with sales and operations leadership to develop organizational and support of individual goals.
• Manage several complex projects simultaneously that involve technology implementation and adoption along with business process changes.
• Provide strong leadership by promoting the mission and values of the organization both internally and externally.
• Manage the activities and performance of direct reports (if any).
• Manage assigned budgets while consistently seeking revenue and cost optimization.
  
  

Qualifications & Skills: 

• A Bachelor's  Degree from a recognized post secondary institution
• A systems thinker who has a demonstrated ability to refine and implement sustainable and scalable sales processes.
• Excellent project management and interpersonal skills
• Strong business acumen with a thorough understanding of financial systems and processes
• Minimum 3 years' working experience in project management, program management and process design with a minimum of 5 years work experience overall
• Proven ability to identify and lead growth enabling initiatives
• Thorough knowledge and understanding of ADA AI 
• Thorough knowledge of OnFleet Dispatching
• Thorough knowledge of for both Customer Service Management and Sales Forecasting
• Moderate understanding of Tableau reporting and dashboards
• Prior sales operations experience is a definite asset.
• Possess the following personal qualities: integrity, creativity, high standards, commitment, ethical values, and achievement oriented.
• Excellent organizational, strategic, planning and implementation skills.
• Excellent communication skills, writing, speaking and presenting.
• Able to build and maintain lasting relationships with key business partners and employees. 
• Proven team management and leadership skills to achieve top performance.
• Able to create realistic schedules and meet deadlines under stress and interruptions.
• Confident with decision making. 
• Understanding of financial reports including budgetary guidelines and expenditures.
• Computer literacy, including effective working skills of MS Word, Excel, PowerPoint, Adobe products and e-mail required.
• High level of critical and logical thinking, analysis, and/or reasoning to identify underlying principles, reasons, or facts.
  
  

Working Conditions:

The Director, Sales Operations and Customer Experience works in an office setting must be able to travel throughout the US and Canada, as required.