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Customer Experience Team Lead
2 weeks ago
CHEP helps move more goods to more people, in more places than any other organization on earth via our 300 million pallets, crates and containers. We employ 11,000 people and operate in more than 55 countries. Through our pioneering and sustainable share-and-reuse business model, the world’s biggest brands trust us to help them transport their goods more efficiently, safely and with less environmental impact.
What does that mean for you? You’ll join an international organization big enough to take you anywhere, and small enough to get you there sooner. You’ll help change how goods get to market and contribute to global sustainability. You’ll be empowered to bring your authentic self to work and be surrounded by diverse and driven professionals. And you can maximize your work-life balance and flexibility through our .
Job Description
Position Purpose
Manage and develop a team of execution associates who deliver exceptional customer experience in an effort to ensure continued growth and increasing customer satisfaction, while at the same time monitoring and improving Logistics costs.Develop, agree and execute a strategic plan to protect existing customer base and develop stickiness with the customer.Major/Key Accountabilities
Direct manpower & work activity to achieve department output to planned service levelsOversee Process Ownership for Service Centres to ensure proper booking and scheduling existsWork closely with Transportation team and manage any carrier failures/changes through communication with the Customers and Account ManagersManage performance on productivity and work qualityDirect, coach, train and develop team members to meet corporate strategic goals and safety initiatives.Conduct employment interviews and ensure compliance with new hire practices.Oversee Inventory Management process at SC nationally; collect, validate & record key plant output information.Provide leadership for continuous improvement initiatives including myCHEP rollout to customers and other automation projects.Lead, motivate, assess and develop the team – Communicate management decisions, ensure clarity of goals and responsibilities, manage change, celebrate successMeasures
Call Centre performance KPI’s (Fill Rate, First contact resolution, Error rate, Call Wait times, Email Response times, etc...)Service Centres schedules and inventory managementOrder Lead time controlEscalations ManagementAuthority/ Decision Making
Customer focus authority combined with plant and transportationProcess Improvements and/or Process DesignSales Growth opportunity discoveryKey contacts
Internal
Operations Supply Chain Customer Service Logistics/PlanningSalesExternal
CHEP Customers
Logistic Providers/Vendors
Operations Providers/Vendors
Qualifications
Essential Qualifications
Minimum 3 - 5 years, leadership/performance coaching experience in a Call Centre environment. Bilingual preferred, excellent verbal and written communication skills in French and English an asset. Post-secondary degree/diploma or equivalent certification in a business related field is an asset. Demonstrated ability to coach and motivate a team required. Good working knowledge of Microsoft Office; specifically, Word and Excel.Customer Service Orientation, Teamwork and Collaboration, Adaptability, Initiative. Team Leadership, Problem Solving/ Judgment, Achievement Orientation, Coaching Must be able to handle escalations and provide excellent customer serviceMust be available to travel if requiredDesirable Qualifications
Logistic or Transportation Professional certification combined with relevant work experience.Related Transportation experience required. Worldwide transportation experience preferred. Experience with domestic and international shipping regulations preferredExperience
Worked with financial measures and KPIsAchieved results in a cross-cultural environmentManaged, motivated, developed successful teamWorked successfully in a matrix structureProduction planning experience, relationship building, analytical problems solving skills, strong ability to multi-task and work within a team environment.Experience with recruitment, hiring, discipline and termination processes.CHEP experience an asset.Skills and Knowledge
Computer: Microsoft OfficePersonal: Analytical, excellent listener, energetic leader, relationship builder, team leader and player, strategic thinker, excellent communicator, versatileSAP experience an assetAdvanced knowledge and understanding of Call Routing SoftwareKnowledge and understanding of email client CRM softwareObjectif du poste
Gérer et développer une équipe d'associés d'exécution qui offrent une expérience client exceptionnelle dans le but d'assurer une croissance continue et d'augmenter la satisfaction de la clientèle, tout en surveillant et en améliorant les coûts logistiques.Élaborer, convenir et exécuter un plan stratégique pour protéger la clientèle existante et développer l'adhésivité avec le client.Principales responsabilités
Diriger la main-d'œuvre et l'activité de travail pour atteindre l'extrant du ministère aux niveaux de service prévusSuperviser la propriété du processus pour les centres de services afin de s'assurer qu'il existe une réservation et une planification appropriéesTravaillez en étroite collaboration avec l'équipe de transport et gérez les défaillances / changements de transporteur grâce à la communication avec les clients et les gestionnaires de compteGérer les performances en matière de productivité et de qualité de travailDiriger, encadrer, former et former les membres de l'équipe pour atteindre les objectifs stratégiques de l'entreprise et les initiatives de sécurité.Mener des entrevues d'emploi et s'assurer de la conformité aux nouvelles pratiques d'embauche.Superviser le processus de gestion des stocks à SC à l'échelle nationale ; recueillir, valider et enregistrer des renseignements clés sur les extrants de l'usine.Assurer le leadership pour les initiatives d'amélioration continue, y compris le déploiement de myCHEP aux clients et d'autres projets d'automatisation.Diriger, motiver, évaluer et développer l'équipe – Communiquer les décisions de gestion, assurer la clarté des objectifs et des responsabilités, gérer le changement, célébrer le succèsIndices de mesure
IRC du rendement du centre d’appels (taux de saisie, résolution au premier contact, taux d’erreur, temps d’attente des appels, temps de réponse aux courriels, etc.)Horaires et gestion des stocks des centres de servicesContrôle du délai de traitement des commandesGestion des cas signalésAutorité/prise de décision
Autorité avec accent sur le client combiné avec autorité sur les usines et les transportsAméliorations du processus ou conception de processusRecherche d’occasions de croissance des ventesPrincipaux contacts
Internes
Exploitation Chaîne d’approvisionnement Service à la clientèle Logistique/PlanificationVentesExternes
CHEP Customers
Fournisseurs de services logistiques
Fournisseurs de services d’exploitation
Qualifications
Qualifications essentielles
Minimum de 3 à 5 ans à un poste de leadership ou d’encadrement du rendement dans un environnement de centre d’appels. Bilingue de préférence, excellentes aptitudes à la communication orale et écrite en français et en anglais, un atout. Diplôme d’études postsecondaire ou une certification équivalente dans un domaine commercial connexe, un atout. Capacité démontrée à encadrer et à motiver une équipe requise. Bonne connaissance pratique de Microsoft Office, tout particulièrement des Word et de Excel.Accent sur le service à la clientèle, esprit d’équipe, collaboration, capacité d’adaptation et initiative. Capacité à diriger une équipe, aptitude à la résolution de problème/jugement, accent sur les résultats, aptitude à l’encadrement. Doit être en mesure de gérer les cas signalés et d’offrir un excellent service à la clientèle.Doit être en mesure de se déplacer si nécessaire.Compétences souhaitables
Certification de professionnel de la logistique ou des transports combiné avec une expérience de travail pertinente.Expérience connexe en transport requise. Expérience connexe en transport international de préférence. Expérience avec les règlements en matière d’expédition nationale et internationale de préférence.Expérience
Travail avec les indices de mesure financiers et les IRCAtteinte de résultats dans un environnement interculturelGestion, motivation et développement d’une équipe qui réussitExpérience de travail positive dans une structure matricielleExpérience en planification de la production, aptitude à établir des relations, aptitudes à la résolution de problèmes analytiques, excellente capacité à assumer plusieurs tâches simultanément et aptitude à travailler en équipe.Expérience avec les processus de recrutement, d’embauche, de mesures disciplinaires et de licenciement.Expérience avec CHEP, un atout.Compétences et connaissances
Informatique : Microsoft OfficePersonnel : Analytique, capacité d’écoute, leader énergique, capacité d’établir des relations et de diriger une équipe, stratégique, excellent communicateur et polyvalentExpérience avec SAP, un atoutExcellentes connaissances et compréhension du logiciel de transfert d’appelsConnaissance et compréhension du logiciel de gestion des relations avec la clientèle et de sa fonction de courrielsPreferred Education
BachelorsPreferred Level of Work Experience
3 - 5 yearsRemote Type
Hybrid RemoteWe are an Equal Opportunity Employer, and we are committed to developing a diverse workforce in which everyone is treated fairly, with respect, and has the opportunity to contribute to business success while realizing his or her potential. This means harnessing the unique skills and experience that each individual brings and we do not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity, status as a veteran, and basis of disability or any other federal, state, or local protected class.
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