Bilingual Customer Service Manager- Transportation

Mississauga, ON

Employment Type: Direct Hire Industry: Customer Service Job Number: 62812
Position:  Bilingual Customer Service Manager – Transportation
Location: Oakville, ON
Hours:  Flex between 8 a.m. & 6 p.m.
Salary: $60K to $65K plus benefits

Our client has been in the transportation business for twenty years with a distinctive client base; privately owned and growing rapidly.  They are hiring a Bilingual Customer Service Manager, who will be primarily responsible for building and maintaining an effective team of  three customer service representatives. This position will lead, coach, and motivate the team to achieve customer service performance goals.

Under the direction of the VP of Operations, you will be primarily responsible for initiating and processing all customer claims in a timely and efficient manner in accordance with the company guidelines and the law. This position will answer telephone and email inquiries and relay telephone calls and messages. The individual is also to model the company’s dedication to providing excellent world class customer service.

Anything can happen in the world of transportation:
Do you have a record of dealing with escalated customer issues?
Do you handle conflict well within a team environment?
Would you describe yourself as a strong leader? 
Have you had experience in Transportation and Claims Administration?
Do you speak and understand French?
If the answer to these questions is yes, and you have a proven track record in transportation,  you may be a perfect fit for this role.  
 
Responsibilities:
  • Model and champion the company's dedication to providing excellent customer service
  • Set expectations for each member of the customer service team and ensure that they are met
  • Address customer complaints and concerns that have been escalated in a timely and professional manner
  • Ensure that customer service metrics are maintained and provide coaching to employees to improve metrics
  • Represent the customer service department at departmental meetings
  • Maintain high levels of customer satisfaction and client retention levels
  • Create a safe environment for the discussion and resolution of values-related issues and concerns
  • Motivate the team and celebrate successes
  • Administer disciplinary action in accordance with established procedures
  • Develop strategic performance metrics and targets that are consistent with company goals
  • Evaluate employee performance and provide feedback, coaching, and formal evaluations
  • Provide leadership for employee relations through effective communications, coaching, training, and development
  • Oversee staff to ensure work is being performed according to established standards
  • Maintain shift schedules to ensure sufficient employee coverage
  • Participate in departmental planning activities re workload and flow
  • Conduct monthly reporting

Qualifications:

  • Post-secondary degree or diploma
  • Three years of experience in a management role and five years of experience in customer service within the logistics/transportation industry
  • Bilingualism in French and English is required
  • A well-defined sense of diplomacy, including solid negotiation, conflict resolution, and people management skills
  • Effective leadership skills, with a strong focus on mentoring and motivating employees
  • Ability to supervise a team in order to achieve and exceed their goals
  • Sound analytical thinking, planning, prioritization, and execution skills
  • Proven ability to solve complex and unique customer service problems
  • Ability to identify measures of performance and actions needed to improve or correct performance
  • Ability to remain calm and poised in urgent situations
  • Ability to initiate and model positive change
  • Minimal travel may be required
  • Analyze and manage department/client KPI and SOP

Working Conditions:

  • Occasional overtime
  • Interaction with customers (internal and external/clients), and the general public at large
  • Conducting presentations
  • Operation of desktop computer and peripherals

Click 'Apply Online' or send your resume by email to MACresume@bagg.com quoting job # 62812 

View all of our job postings at www.bagg.com

Accommodations are available upon request to support your participation during all stages of the recruitment process.

 

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