He or she will provide leadership, motivation, training and development of the workforce, executing against customer requirements, and operational performance. Principal Accountabilities Customer Service
Principal Accountabilities Customer Service
- Administer and ensure adherence to customer contract requirements across support staff
- Coordinate customer initiatives, data requests, and special processes without impacting daily workflow
- Act as the main contact for customer groups, supporting new or updated processes to meet satisfaction goals
- Ensure timely fulfillment of client and company initiatives and requirements
- Serve as an escalation point for critical customer service issues and resolution
Leadership
- Manage, coach, and develop a support team of 4–10 associates
- Administer training programs and identify additional development opportunities
- Communicate, enforce, and model company policies and standards
- Complete timely associate performance reviews and support career progression
Process Management
- Monitor key account performance metrics and implement corrective actions as needed
- Collaborate with Operational Managers and Production Manager on value-added services for clients
- Develop departmental goals and align individual objectives with company, site, and customer strategies
- Attend management, site, and customer meetings and provide input on operations planning
- Ensure customer support processes align with and support overall site operational goals
- Lead the creation and continual improvement of department Standard Operating Procedures (SOPs)
Qualifications:
- High school diploma or equivalent (Post-secondary education preferred)
- 6–10 years of supervisory experience in warehouse, logistics, or manufacturing environments
- Forklift certification is an asset
- Strong leadership, communication, and organizational skills
- Proficiency with warehouse management systems (WMS), RF scanners, and MS Office
- Ability to lift up to 50 lbs and work in a fast-paced environment
- Flexible to work various shifts, including weekends and evenings if required
- Knowledge of lean operations or Six Sigma is an asset
Job Type: Full-time
Benefits:
- Language training provided
- On-site parking
Work Location: In person
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