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Customer Experience Team Lead

7 months ago

Montreal, Canada PZ Cussons Full time

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 levels Oversee Process Ownership for Service Centres to ensure proper booking and scheduling exists Work closely with Transportation team and manage any carrier failures/changes through communication with the Customers and Account Managers Manage performance on productivity and work quality Direct, 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 success

Measures

Call Centre performance KPI’s (Fill Rate, First contact resolution, Error rate, Call Wait times, Email Response times, etc...) Service Centres schedules and inventory management Order Lead time control Escalations Management

Authority/ Decision Making

Customer focus authority combined with plant and transportation Process Improvements and/or Process Design Sales Growth opportunity discovery

Key contacts

Internal

Operations Supply Chain Customer Service Logistics/Planning Sales

External

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 service Must be available to travel if required

Desirable 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 preferred

Experience

Worked with financial measures and KPIs Achieved results in a cross-cultural environment Managed, motivated, developed successful team Worked successfully in a matrix structure Production 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 Office Personal: Analytical, excellent listener, energetic leader, relationship builder, team leader and player, strategic thinker, excellent communicator, versatile SAP experience an asset Advanced knowledge and understanding of Call Routing Software Knowledge and understanding of email client CRM software

Objectif 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 prévus Superviser la propriété du processus pour les centres de services afin de s'assurer qu'il existe une réservation et une planification appropriées Travaillez 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 compte Gérer les performances en matière de productivité et de qualité de travail Diriger, 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 succès

Indices 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 services Contrôle du délai de traitement des commandes Gestion des cas signalés

Autorité/prise de décision

Autorité avec accent sur le client combiné avec autorité sur les usines et les transports Améliorations du processus ou conception de processus Recherche d’occasions de croissance des ventes

Principaux contacts

Internes

Exploitation  Chaîne d’approvisionnement  Service à la clientèle  Logistique/Planification Ventes

Externes

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 IRC Atteinte de résultats dans un environnement interculturel Gestion, motivation et développement d’une équipe qui réussit Expérience de travail positive dans une structure matricielle Expérience 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 Office Personnel : Analytique, capacité d’écoute, leader énergique, capacité d’établir des relations et de diriger une équipe, stratégique, excellent communicateur et polyvalent Expérience avec SAP, un atout Excellentes connaissances et compréhension du logiciel de transfert d’appels Connaissance et compréhension du logiciel de gestion des relations avec la clientèle et de sa fonction de courriels

Preferred Education

Bachelors

Preferred Level of Work Experience

3 - 5 years

Remote Type

Hybrid Remote

We 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.

Individuals fraudulently misrepresenting themselves as Brambles or CHEP representatives have scheduled interviews and offered fraudulent employment opportunities with the intent to commit identity theft or solicit money. Brambles and CHEP never conduct interviews via online chat or request money as a term of employment. If you have a question as to the legitimacy of an interview or job offer, please contact us at