Customer Service Manager

Heidelberg Materials AG; Edmonton; On-site; CAD 98,000 - 132,000; Full time

Job summary

Heidelberg Materials AG seeks a Customer Service Manager for their Edmonton cement plant. This role involves overseeing a customer service team, ensuring efficient product delivery, managing key performance metrics, and enhancing customer satisfaction within a bustling environment. Candidates should possess strong interpersonal and technical skills along with relevant post-secondary education. Competitive salary and benefits await the right individual looking to make a significant impact.

Benefits

Competitive benefits package, including health, dental, and wellness

Pension plan with automatic company contribution

Opportunities for training and career growth

Qualifications

• Post-secondary education in Engineering, Business, Logistics, etc.
• Exceptional interpersonal and communication skills.
• Strong technical aptitude for software and hardware troubleshooting.

Responsibilities

• Oversee customer service team for timely product delivery.
• Manage customer service KPIs and incident tracking program.
• Analyze delivery performance metrics for continuous improvement.

Skills

Interpersonal skills

Communication

Technical aptitude

Organizational skills

Education

Post-secondary education in relevant field

Tools

SAP

Microsoft Office

Job description

Heidelberg Materials is one of the world's largest suppliers of building materials. Heidelberg Materials North America operates over 450 locations across the U.S. and Canada with approximately 9,000 employees.

We are seeking an ambitious, energetic, and technically competent Customer Service Managerto join our team at the cement plant in Edmonton, Alberta. Reporting to the Senior Manager, this function will play a critical role in ensuring successful product delivery, customer satisfaction, managing key performance metrics, and supporting our broader sales strategy.

What You'll Get To Do

• Oversee a team of customer service representatives and cement loading personnel to ensure the timely delivery of cement and secondary cementitious materials to customers across several western markets.
• Coordinate daily communication between transportation vendors, customers, cement operations, outside sales teams, logistics, and our representatives to affirm efficient product delivery.
• Develop, monitor, and analyze customer service center KPIs to identify areas for service improvement.
• Manage the Customer Incident Tracking program to promptly resolve potential customer issues.
• Track and analyze 3rd party carrier KPIs, ensuring that delivery performance meets customer expectations in a cost-effective fashion.
• Review shipment metrics with sales and the logistics team to secure sufficient product inventory, trucking capacity, and cost-efficient delivery.
• Keep the customer service center building well-maintained, safe, and well-stocked.
• Support customer service representatives during peak times by answering calls, queuing customer orders, and coordinating delivery with 3rd party carriers.

Essential Experience and Skills

• Post-secondary education in a relevant field (ex: Engineering, Business, Logistics etc).
• Exceptional interpersonal skills including demonstrated ability to build rapport, manage conflicts, negotiate, foster accountability, and delegate.
• Exceptional written and verbal communication capabilities.
• Strong technical aptitude to master new software, new processes, and to troubleshoot potential issues with existing hardware and software.
• Strong organizational qualities, comfort making and tracking long-term plans.
• The ability to work autonomously in a fast-paced environment and to manage multiple concurrent priorities.
• Adherence to the utmost standards of professionalism.

Desired Experience and Skills

• Prior work experience in truck dispatch, order fulfillment, and/or the building materials industry.
• Prior SAP and Microsoft Office experience.
• Proven history of leading change management initiatives.
• Experience managing teams.
• The position is entirely on site. No travel expectations or remote work opportunities.
• Shared office environment with ~10 staff present at most times.
• Requires availability outside of normal office hours to manage potential emergency situations.
• Located in close proximity to cement loading facilities (large moving equipment, elevated noise levels, and dust).

What We Offer

• Competitive base salary - $98,590 - $131,457
• Participation in our Annual Incentive Program
• Competitive benefits package, including health, dental, and wellness
• Pension plan with an automatic company contribution as well as RRSP options
• Opportunities for training, development, career growth within a global organization

Equal Opportunity Employer - Minority / Female / Veteran / Disabled

Welcome

Shaping the future, building successes

Heidelberg Materials – your springboard into the future of the construction materials industry. As a globally leading company in the construction sector, we manufacture one of the most widely used products, paving the way not only toward more sustainable production but also toward your personal success story. Our bold and innovative approach focuses on massive CO₂ reduction, efficient recycling technologies, and digital solutions – setting new standards for the industry. In our globally connected and locally rooted community, your ideas have the power to shape a better tomorrow for people. With us, you’re not just shaping the industry’s future; you’re shaping your own. Let’s get to work!

Get in Touch

Introduce yourself to our recruiters and we'll get in touch if there's a role that seems like a good match.

About us

Heidelberg Materials is one of the world's largest integrated manufacturers of building materials and solutions with leading market positions in cement, aggregates, and ready-mixed concrete. We are represented in more than 50 countries with around 51,000 employees at almost 3,000 locations.

At the centre of our actions lies the responsibility for the environment. As the front runner on the path to carbon neutrality and circular economy in the building materials industry, we are working on sustainable building materials and solutions for the future. We enable new opportunities for our customers through digitalisation.