Director of Customer Service

Vaughan, ON

Job Summary

A well respected and fast paced leader in transportation and distribution for Canada is seeking an experienced, change leading Director of Customer Service. The ideal candidate will have experience overseeing and improving the teams they have lead and be motivated by continuous improvement.

This role involves identifying, developing and implementing strategies to ensure the highest levels of customer satisfaction, managing a team of customer service professionals, and collaborating with various departments to address customer needs and feedback effectively.

Responsibilities

• Develop and implement comprehensive customer service strategies that align with the company's goals and enhance customer satisfaction.
• Set objectives and key performance indicators (KPIs) for the customer service team, and monitor and motivate performance to ensure targets are met.
• A change leader, who can manage change while enhancing the teams spirit
• Lead, mentor, and develop a high-performing customer service team, including hiring, training, and performance management.
• Establish and maintain effective communication channels within the team and across departments.
• Design and implement processes and policies that enhance the overall customer experience.
• Address and resolve complex customer issues and escalations in a timely and effective manner.
• Identify leading technology solutions required to improve the customer experience while also improving our cost to serve.
• Oversee the day-to-day operations of the customer service department, ensuring efficiency and effectiveness.
• Manage budgets and resource allocation for the customer service function.
• Collaborate with other departments (e.g., Sales, Marketing, Product) to ensure a cohesive approach to customer service and satisfaction.
• Prepare and present regular reports on customer service performance, trends, and areas of improvement to senior management.

Qualifications

MUST HAVE

• Bachelor's degree in Business Administration, Management, or a related field experience
• 5 years of experience in Transportation and Logistics with a focus on domestic (Canada) services.
• 5 years of Customer Service leadership experience with a proven track record of successfully managing and leading customer service teams.
• Strong analytical skills and experience with customer service metrics and reporting including working with Excel.
• Excellent communication, interpersonal, and problem-solving skills.
• Experience in developing and implementing effective customer service strategies and initiatives.

NICE TO HAVE

• Experience working with AS400, Zoom Info and/or Insightly
• CCLP, CLTD, CTSC or other industry related designation is preferred.

Salary

$90,000 - $100,000 base salary dependent on experience.

Benefits and RRSP matching program.

If you are interested in this fantastic opportunity, please send your resume.