Work Location Type: Hybrid
As a leading industrial distributor with operations primarily in North America, Japan, and the United Kingdom, We Keep The World Working(R) by serving more than 4.5 million customers worldwide with products delivered through innovative technology and deep customer relationships. We're dedicated to providing value for customers, fostering an engaging culture for team members, and driving strong financial results.
Our welcoming workplace enables you to learn, grow, and make a difference by keeping businesses running and their people safe. As a Great Place to Work-Certified company, we're looking for passionate people to join our team as we continue leading the industry over the next 100 years.
Position Summary:
The Senior Manager of Customer Service Centre Operations will be responsible for providing leadership and guidance for the Customer Service Centre (CSC) leaders and their teams. The role involves creating an environment conducive to achieving operational metrics with a focus on exceptional customer service. This position will work closely with business partners to support strategic initiatives, make key strategic decisions impacting the CSC, and build a culture of continuous improvement. The Sr. Manager will also be responsible for driving internal expertise within the CSC to identify optimal solutions for customers, enhancing service, share of wallet, and profitability.
Job Responsibilities (You Will):
- Manage, plan, and direct overall activities of the CSC.
- Develop and monitor operational systems, policies, procedures, and information flow.
- Ensure work volume meets productivity, service, and quality standards.
- Manage activities of leaders with accountability for goals and policies.
- Participate in developing functional strategy.
- Hold accountability for hiring, termination, performance, and salary decisions.
- Identify and lead operational development opportunities to enhance CSC strategy.
- Partner with Operations Manager to ensure exceptional service and operational excellence.
- Provide leadership to 4-5 leaders and indirect leadership to 200 team members.
- Make key decisions impacting service, sales growth, customer relationships, employee development, and budget management.
- Develop staffing, recruitment, training, and onboarding plans.
- Collaborate with US counterparts for consistency across locations.
- Work with Channel Planning \& Implementation on business updates, go-to-market strategies, and KPI management.
Education/Experience (You Have):
- BA/BS or equivalent preferred.
- 3-5 years of customer service experience.
- 3-5 years of team leadership experience.
- Process improvement experience with analytics and decision-making skills.
- Excellent communication, organizational, and employee development skills.
- Passion for customer service, sales, and team motivation.
- Flexibility to adapt to shifting demands.
- Ability to train and coach team members on processes and compliance.
- Strong technology skills including SAP, CRM, and other tools.
- Proficiency in Microsoft Office Suite.
- Ability to plan, organize, delegate, and influence.
- Ability to communicate in English and French.
- Willingness to work extended hours, including weekends, and travel as needed.
Rewards and Benefits:
Our programs offer flexibility to meet your needs, including:
- Medical, dental, vision, and prescription coverage.
- Paid time off and holidays.
- Life insurance and Employee Assistance Program.
- Retirement and pension plans.
- Educational and professional fee assistance.
- Employee discounts and perks.
DEI Statement
We encourage all qualified candidates, even if your experience doesn't exactly match this description. We aim to foster a culture of inclusion where everyone can grow and be recognized for their contributions. We are an equal opportunity employer. Pre-employment background checks are required for external candidates, and internal candidates are checked when transitioning roles.
