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.
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 optimize 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
Job Types: Full-time, Permanent
Benefits:
- Company events
- Company pension
- Dental care
- Employee assistance program
- Extended health care
- Life insurance
- On-site parking
- Paid time off
- Vision care
Schedule:
- 8 hour shift
- Holidays
- Monday to Friday
Experience:
- Manager: 5 years (preferred)
Work Location: In person
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