POSITION SUMMARY

The Customer Service Manager leads, develops and implements strategies to ensure exceptional customer service and satisfaction. Oversees a team of customer service representatives, based in multiple locations within North America, ensuring the efficient and effective receipt and delivery of customer orders, as well as the resolution of customer inquiries, complaints, and requests. The role involves strategic planning, operational management and continuous improvement of customer service/order management processes and systems.

The Customer Service Manager, along with the Pricing & Invoicing Manager, is also responsible for the (JDE) Order to Cash (O2C) business process, including analysis, process improvement, alignment, testing, controls, and on-going business support. This position adds value by having an end-to-end understanding of processes across entities, ensuring the comprehensive identification of the root causes of inefficiencies and balancing security and efficiency-by fully embedding and implementing controls within processes and related technical/system solutions as part of continuous improvement plans.

DUTIESAND RESPONSIBILITIES:

• Develop and execute the customer service strategy in alignment with company goals and objectives.

• Provide strategic leadership to enhance profitability for Graymont while helping to create a stronger competitive market position.
• Develop and monitor key performance indicators (KPIs) to assess the effectiveness of the department.
• Design, implement and manage customer service policies and procedures to facilitate a quality customer experience.
• Act as a liaison between the customer service team and other functions, stakeholders and touchpoints, both within the organization and with external business partners, who are involved in service delivery.
• Recruit, develop and evaluate customer service staff according to best-in-class practices and agreed upon metrics.
• Foster a culture of continuous improvement and exceptional customer service.
• Establish service levels and requirements for the team.
• Build and maintain strong customer relationships by addressing complex issues and escalations and by working with the sales team to define and provide value added services. Implement and manage customer service technologies and tools, including CRM systems, knowledge bases and communication channels.
• Identify opportunities for process automation and continuous process improvement.
• Budget and resource management
• Establish quality assurance processes to ensure consistent and high-quality service delivery.
• Collect and analyze data and present information on customer service performance and customer satisfaction.
• Ensure the team is working collectively and collaboratively according to the One Graymont culture.
• Promotes a positive safety culture through leadership by example; performs all work activities following all relevant safety policies and procedures.
• Produces management presentations, with a focus on identifying key performance metrics, targets, and action plans.
• Oversees the end-to-end order management process for customers with a strategic focus on optimizing, order management, distribution, and customer service efficiencies; Assures the timely and accurate entering and maintenance of all orders, accessorial charges and adjustments in JDE.
• To reach and maintain efficiency of processes and systems, the Customer Service Manager is crucial in the following Order to Cash activities:

o Coordinating and prioritizing system or process enhancements in conjunction with APAC and IT.

o Development of O2C process intelligence (metrics and reporting)

o Responsiveness to O2C issues facing the user community; develop and manage business process support team activities.

o Interface with internal and external auditors on controls and processes and follow-up of action plans from their audit recommendations, as well as the preparation of control improvement and remediation where required.

QUALIFICATIONS:

• Undergraduate university degree in Business Administration or related field; an MBA is preferred.
• Minimum of ten years’ progressive experience in field logistics, customer service, and/or business process support preferably within an industrial manufacturing context or similar.
• High level of interpersonal savvy.
• Excellent communication skills (written and verbal).
• Self-directed, able to work effectively independently and as part of a team.
• Excellent analytical, organizational, and decision-making skills.
• Ability to work within a matrix organization.
• Willing to travel greater than 30% of the time.
• Strong presentation and computer skills (Excel, Word, PowerPoint, Outlook).
• JDE experience preferred.
• Competence and experience in managing contact center metrics, technologies, and process improvement.
• Demonstrated ability to formulate and implement solutions to complex problems to enable continuous improvement.
• Must be experienced in coaching, developing and mentoring team members.
• Bilingual/French is preferred.