Senior Manager - Customer Care

You belong at Day & Ross. 

Sr Manager, Customer Care
Full-time
Montreal QC/Winnipeg MB/Florenceville NB

The Sr. Manager, Customer Care is responsible to coach and support a team of supervisors in a Customer Care Center demanding a high degree of adaptability and flexibility in a fast paced and rapidly changing environment. 

You will demonstrate leadership by driving accountability and a culture of service excellence. You will promote an environment of transparency through acknowledging the fair and consistent application of policies while demonstrating a variety of coaching styles and techniques.

This position is all about leadership, employee engagement, process improvement and results attainment.

How You’ll Help

• Set precise goals and objectives, leading initiatives to meet objectives while holding teams accountable.
• Engage people, stakeholders and partners in developing goals, executing plans, and delivering results
• Ensuring clarity around priorities and goals by checking in with the leadership staff
• Engaged in discussions, meetings, demo’s, in regards to new projects while working with various stake holders within the organization for testing, and identifying possible gaps; 
• Leadership, management and communication responsibilities for the Customer experience team, 3rd party and transborder members while also maintaining a relationship with a third party support service provider who assists in our pickup/order entry.
• Mentoring the leaders to organize and schedule people and tasks effectively 
• Resolving problems; completing audits; identifying trends; determining system improvements; implementing change.
• Working across departments with peers in other groups to ensure collaboration for shared goals 
• Exploring opportunities to add value to job accomplishments.
• Guiding the talent identification and development processes within the leadership team and identifying strong assets on the front line. 
• 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 of the leadership teams coaching
• 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
• Exploring opportunities to add value to job accomplishments.
• Align people, work, and systems with the business strategy
• Assign performance goals, offer year-round performance feedback, and conduct timely performance discussions and reviews
• Other related duties as may be required

Your Skills & Experience: 

• Post-secondary education in business administration or other relevant field 
• A suitable combination of education and experience may be considered
• 5+ years’ experience managing a team in a call centre environment, including budgeting and cost managing
• Previous experience with Sales Force, Truck Mate and/or in the transportation industry, strong assets
• 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
• Must be billingual in english and french
• 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 escalate accordingly
• Results focused; able to hold others accountable

To apply, visit our Careers page at dayross.com.

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.