Manager, Customer Care

Manager, Customer Care

Permanent Full-time Winnipeg, MB.

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 escalate accordingly • Results focused; able to hold others accountable • Bilingualism (English and French) is required for internal communication with terminals across Canada.