Manager, Customer Care

Day & Ross; Town of Hartland; On-site; CAD 70,000 - 90,000; Full time

Job summary

Day & Ross is seeking a Manager, Customer Care to coach and support a team of supervisors in a fast-paced, changing environment. You will use data-driven methods to recommend strategies that improve customer experience.

You will drive continuous improvement, set performance goals, implement standards, and collaborate with sales and operations to meet budget and service targets. Bilingual English/French is required for communication across Canada.

Qualifications

• Post-secondary education in Business Administration or a related field preferred.
• Call center or customer service leadership experience is a strong asset.
• Experience coaching and developing a team under pressure.
• Strong communication, negotiation and conflict-resolution skills.
• Bilingual English/French required for internal communication across Canada.

Responsibilities

• Coach and support supervisors to drive a high-performing Customer Care Center.
• Lead process improvements to drive efficiency and value.
• Set and communicate goals; develop action plans and schedules.
• Engage stakeholders to align goals and deliver results.
• Monitor customer interactions and ensure quality service.
• Support learning and development for the team.
• Ensure tools and resources meet organizational objectives.

Skills

Leadership

Customer service

Communication

Bilingual EN/FR

Problem solving

Time management

Organization

Emotional intelligence

Coaching

Decision making

Education

Post-secondary education in Business Administration or related field

Tools

MS Office

Job description

The Manager, Customer Care is responsible to coach and support a team of supervisors in a Customer Service Center demanding a high degree of adaptability and flexibility in a fast paced and rapidly changing environment. This role uses a data-driven approach to recommend and implement strategies to help meet our customer experience.

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.