Manager, Customer Care

Day & Ross; Town of Hartland; On-site; CAD 65,000 - 90,000; Full time

Job summary

Day & Ross, a leading transportation and logistics provider, seeks a Manager of Customer Care in Hartland, NB. You will lead a team, drive continuous improvement, and ensure exceptional customer experiences across transit services.

You’ll develop goals, organize resources, and coach staff to meet performance targets while delivering value through process improvements and effective stakeholder collaboration. Bilingual English/French is required for internal communications across Canada.

Qualifications

• Post-secondary education in Business Administration or related field.
• Customer service and/or leadership training is a strong asset.
• Combination of education and experience may be considered.
• Experience in a call centre or customer service, preferably in transport/logistics.
• Strong leadership to manage and engage a team under pressure.
• Strong computer skills and ability to learn new programs.
• Customer service focus with relationship-building and conflict resolution.
• Strong organizational and time management skills under pressure.
• Excellent verbal and written communication.
• High emotional intelligence with tact and diplomacy.
• Ability to make tough decisions with sound judgement.
• Multitasking ability in deadline-driven environments.
• Troubleshooting and problem-solving skills.
• Results-focused with accountability.
• Bilingualism (English and French) required for internal communications.

Responsibilities

• Pursue ongoing system improvement and eliminate non-value processes.
• Communicate change goals with detailed action plans and schedules.
• Engage stakeholders in goal setting, planning, and results delivery.
• Define customer experience requirements via surveys, focus groups and benchmarking.
• Implement productivity, quality, and customer-service standards; conduct audits.
• Identify trends, drive improvements and implement changes.
• Provide support ensuring team capacity and diversity to meet objectives.
• Monitor case management to deliver the best customer experience.
• Align people, work and systems with business strategy.
• Set performance goals and provide continuous feedback and reviews.
• Enter, edit, and update customer shipping information in the web portal.
• Support the Customer Care queue and learn all service offerings including LTL, TL, home delivery and logistics.
• Perform other related duties as required.

Skills

Leadership

Customer service

Communication

Team management

Problem solving

Bilingual English/French

Education

Post-secondary education in Business Administration or related field

Job description

Manager, Customer Care

Permanent Full-time
Hartland, NB.

How You’ll Help:

• Pursue ongoing system improvement; devise innovations to drive continuous improvement and work to eliminate all processes which do not add value
• Communicate clear change goals and update progress regularly by creating detailed action plans; organize and schedule people and tasks effectively
• Engage people, stakeholders and partners in developing goals, executing plans, and delivering results.
• Determine customer experience requirements by maintaining contact with customers, working with our senior sales associates, conducting surveys, forming focus groups, benchmarking best practices and the subsequent analysis of this information and applications
• Implement productivity, quality, and customer-service standards and complete audits to assess effectiveness
• Identify customer service trends, determine needed improvements and implement required change
• Ensure that people have the support and tools they need; and the team has the capacity and diversity to meet current and longer-term organizational objectives
• Monitoring case management to ensure the best customer experience is provided
• Align people, work, and systems with the business strategy
• Assign performance goals, offer year-round performance feedback, and conduct timely performance discussions and reviews
• Enter, Edit and Update Customer Shipping Information in the web portal.
• Provide support with the general Customer Care queue when required. Will be required to learn all service offerings including less-than-truckload and truckload, home delivery and logistics.
• Other related duties as may be required

Your Skills & Experience:

• Post-secondary education in Business Administration or other relevant field preferred
• Customer service and/or leadership training is a strong asset
• A suitable combination of education and experience may also be considered.
• Previous experience in a call center or customer service role is a strong asset, preferably in the transportation or logistics industry
• Leadership skills, including the ability to manage and engage a team working under pressure to resolve customer inquiries; ability to support and coach for performance and development
• Strong computer skills, including MS Office, ability to learn new programs
• Proven customer service focus, relationship building, negotiation and conflict resolution skills with the ability to relate how the work done affects both internal and external customers
• Strong organizational and time management skills, including the ability to work under pressure and prioritize appropriately in a fast-paced setting
• Strong communication skills, verbal and written
• A high degree of emotional intelligence demonstrating tact, courtesy and diplomacy
• Ability to make tough decisions; sound judgement and business acumen in developing and successfully implementing strategies to achieve budget goals and operating objectives
• Ability to multitask in a deadline driven environment; appropriate sense of urgency and agility to handle changing priorities
• Troubleshooting and problem solving skills; the ability to evaluate current situation, respond quickly to changing requirements, execute and elevate accordingly
• Results focused; able to hold others accountable
• Bilingualism (English and French) is required for internal communication with terminals across Canada.

If you’re chosen for the role, you’ll be asked to provide reference and criminal background checks before employment. You’ll only be contacted if you’re selected for an interview.

About Day & Ross

From a single truckload of potatoes in the 1950s to a fleet of thousands, Day & Ross has grown to become one of the largest transportation and logistics providers in North America. With over 7,500 team members on and off the road in the US and Canada, we offer a diversified portfolio of freight and delivery solutions, including LTL, Truckload, Residential, Dedicated Fleet Solutions, and Logistics.

We believe our people are our greatest strength. For over a decade, we’ve been recognized as one of Canada’s Best Managed Companies. We’ve also been named a Top Company for Women to Work for in Transportation since 2018. Our recognition reflects the family values we share with our parent company, McCain Foods Limited.

As a federally regulated employer, Day & Ross fully supports the principles of employment equity and encourages all qualified members of the designated groups to apply. Day & Ross is committed to ensuring equal access and participation for people with disabilities and meeting their needs in a timely manner. We will do so by removing and preventing barriers to accessibility and by meeting our accessibility requirements under Accessible Canada Regulations and in alignment with our business practices, capabilities, and values.