Bilingual Senior Manager, Customer Service Centre Operations

Grainger Canada; Montreal; Hybrid; CAD 80,000 - 120,000; Full time

Job summary

An established industry player is seeking a Bilingual Senior Manager for their Customer Service Centre Operations. This pivotal role focuses on leading a dynamic team, enhancing customer service excellence, and driving operational improvements. With a commitment to fostering a culture of growth and recognition, the company offers a vibrant workplace where you can thrive. You will collaborate with various stakeholders to implement strategic initiatives, ensuring that customer needs are met while achieving financial goals. If you are passionate about customer service and team development, this is an exciting opportunity to make a significant impact.

Benefits

Medical, dental, vision, and prescription coverage

Paid time off and holidays

Life insurance

Employee Assistance Program

Retirement and pension plans

Educational assistance

Employee discounts

Qualifications

• 3-5 years of customer service experience and team leadership.
• Proven skills in process improvement and decision-making.

Responsibilities

• Manage and direct overall activities of the customer service center.
• Develop operating systems and ensure productivity and quality standards.

Skills

Customer Service

Leadership

Process Improvement

Communication Skills

Problem Solving

Team Development

Fluency in English and French

Education

BA/BS or equivalent

Tools

SAP

CRM

Call Center Technologies

Microsoft Office Suite

Job description

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Hybrid

Work Location Type: Hybrid

As a leading industrial distributor with operations primarily in North America, Japan, and the United Kingdom, we keep the world working by serving more than 4.5 million customers worldwide with products delivered through innovative technology and deep customer relationships. We’re dedicated to providing value for customers, fostering an engaging culture for team members, and driving strong financial results.

Our welcoming workplace enables you to learn, grow, and make a difference by keeping businesses running and their people safe. As a Great Place to Work-Certified company, we’re looking for passionate people to join our team as we continue leading the industry over the next 100 years.

Position Summary

The Senior Manager of Customer Service Centre Operations will be responsible for providing leadership and guidance for the CSC leaders and their teams. The role involves creating an environment conducive to achieving operational goals with a focus on exceptional customer service. This position will work closely with business partners to support strategic initiatives, make key decisions impacting the CSC, and foster a culture of continuous improvement. The Sr. Manager will also drive internal expertise to identify optimal solutions for customers, enhancing service, profitability, and share of wallet for Grainger Canada. The role entails strategic and tactical ownership to realize this vision.

Job Responsibilities (You Will)

• Manage, plan, and direct overall activities.
• Develop and monitor operating systems, policies, procedures, and information flow.
• Ensure work volume meets productivity, service, and quality standards.
• Manage activities of leaders with accountability for goals and policies.
• Participate in developing functional strategy.
• Hold accountability for hiring, termination, performance, and salary decisions.
• Identify and lead operational development opportunities to enhance CSC strategy.
• Partner with Operations Manager to ensure exceptional service and operational excellence.
• Provide leadership to 4-5 leaders and indirect leadership to 200+ team members.
• Make decisions impacting service, sales growth, customer relationships, employee development, and budgets.
• Develop staffing recommendations, partner with Workforce Planning, and oversee recruitment, training, and onboarding.
• Own processes and projects as applicable.
• Collaborate with US counterparts for consistency across locations.
• Coordinate with Channel Planning & Implementation for business updates and strategies.

Education/Experience (You Have)

• BA/BS or equivalent preferred.
• Minimum 3 to 5 years of customer service experience.
• Minimum 3 to 5 years leading a team.
• Proven process improvement skills (analytics, problem-solving, decision-making).
• Excellent communication, organizational, employee development, and team-building skills.
• Passion for customer service, sales, and team development.
• Flexibility to adapt to shifting demands and priorities.
• Ability to train and coach team members on processes and product knowledge.
• Strong competency with SAP, CRM, call center technologies, and Microsoft Office Suite.
• Ability to plan, organize, delegate, and influence team members.
• Fluent in English and French.
• Willingness to work extended hours, including weekends, and travel as required.

Rewards And Benefits

Our programs offer flexibility and choice, including:

• Medical, dental, vision, and prescription coverage.
• Paid time off and holidays.
• Life insurance and Employee Assistance Program.
• Retirement and pension plans.
• Educational and professional fee assistance.
• Employee discounts and perks.

DEI Statement

We encourage applications from all backgrounds, even if your experience doesn't match perfectly. We aim to foster a culture of inclusion, growth, and recognition. All qualified applicants will be considered without regard to race, religion, sex, sexual orientation, gender identity, national origin, age, or disability. Reasonable accommodations are available during the application process. Pre-employment background checks are required for external candidates, and internal candidates will undergo checks when transitioning roles.

Seniority level

• Director

Employment type

• Full-time

Job function

• Other

Industries

• Wholesale