Customer Service Manager

Lehigh Hanson Inc.; Edmonton; On-site; CAD 98,000 - 132,000; Full time

Job summary

Lehigh Hanson Inc. is seeking a Customer Service Manager for its cement plant in Edmonton, Alberta. This role involves overseeing a team to ensure product delivery and customer satisfaction, improving service metrics, and managing delivery performance in a shared office environment. With no remote work available, candidates should have strong organizational and interpersonal skills, along with relevant industry experience.

Benefits

Competitive benefits package including health and dental

Opportunity for career growth within a global organization

Participation in Annual Incentive Program

Pension plan with automatic contributions

Qualifications

• Exceptional interpersonal skills to build rapport and manage conflicts.
• Exceptional written and verbal communication capabilities.
• Experience in truck dispatch and/or the building materials industry is preferred.

Responsibilities

• Oversee customer service representatives and ensure timely delivery of cement.
• Coordinate communication between vendors, customers, and sales teams.
• Develop and analyze KPIs to improve customer service efficiency.

Skills

Interpersonal skills

Communication capabilities

Technical aptitude

Organizational qualities

Ability to work autonomously

Education

Post-secondary education in Engineering, Business, Logistics

Tools

SAP

Microsoft Office

Job description

About Us

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 Manager to 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.

Work Environment

• 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

Req ID JR10008173