Job Description
Lynden International Logistics Co., a leader in the field of 3rd party logistics for the healthcare & consumer goods industries. As a leading advocate of operational efficiencies, we take pride in developing customized solution protocols within our systems, to meet the needs of our client partners within the healthcare industry.
Lynden International Logistics Co. is looking for a Director of Customer Service, who will direct and oversee the organizations customer service operations.
Job Title: Director of Customer Service
Department: Customer Service
Location: Vaughan or Guelph
Position Description:
The Director of Customer Service will direct and oversee the organizations customer service operations.
Duties & Responsibilities:
- Oversees all aspects of the organization’s customer service objectives and initiatives
- Develops service level standards focused on reducing response times and providing high customer/client satisfaction
- Establishes performance metrics for customer service representatives (Account Service Representatives)
- Establishes service levels and requirements for the department
- Develops and implements methods to record, assess, and analyze customer feedback
- Develops and implements training and quality assurance programs for new hires and experienced employees
- Identifies and recommends or acquires updates and expansions to technology, equipment, and policies that may improve customer service and retention
- Acts as a liaison between the customer service department and other divisions in the company
- Drafts and implements the departments budget
- Recruits, interviews, hires and trains departmental supervisory staff
- Oversees the daily workflow of the department
- Provides constructive and timely performance evaluations
- Handles discipline and termination of employees in accordance with company policy
- Performs other related duties as assigned
- Improve NPS (Net Promoter Score) – CSAT (Customer Satisfaction), or other Customer Metric.
- Empower and Engage the Customer Service Team
- Create a culture and processes which achieve the business goals and objectives with regards to their customer service;
- Continually develop improvements and embed successful change projects.
- Drive quality and consistency
- Partner with Client relations to optimise existing Client profitability through business planning and collaboration and deliver increased revenue streams.
Skills/Training Required:
- Excellent verbal and written communication skills.
- Excellent interpersonal and customer service skills.
- Excellent organizational skills and attention to detail.
- Strong analytical and problem-solving skills.
- Strong strategic and customer focus
- Strong supervisory and leadership skills.
- Proficient with Microsoft Office Suite or related software.
- Business acumen, sound decision making, able to problem solve analytical and organizational
- Able to build relationships based on trust and respect
- Team player and positive attitude
- Collaboration participatory leadership, team building and highly developed organizational skills
- Able to adapt and succeed in a changing environment
- Exceptional account management and project management skills
- Excellent and effective abilities in both oral and written communication skills
- Highly developed critical thinking skills and ability to conceptualize and analyze problems
- Excellent problem solving, decision-making, planning and evaluation skills
- Ability to prioritize responsibilities, as well as internal obligations
- Demonstrated ability to relate easily to a variety of people from various and diverse backgrounds
- Proficiencies in Word, Excel and PowerPoint
- Flexibility and willingness to travel into the Ontario facilities and possible travel to see clients across Canada
Education & Experience:Minimum education required:
- Bachelors degree required
Minimum experience required:
- 5 years of Management experience in in customer service or equivalent combination of education, experience and training
- Extensive experiencing of managing operations customer service teams
Lynden Logistics is an equal opportunity employer dedicated to building an inclusive and diverse workforce. Accommodation will be provided in all stages of the hiring process. Contact us for any accommodation requests, and we will work with you to meet your needs.
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