Customer Service Manager

Company Overview:

MTE Logistix LP is growing as Canada’s preferred 3PL warehousing, distribution, and order fulfillment solutions provider. We are growing, live our Core Values, and are invested in providing a safe working environment and providing our people with work-life balance, training, development, and growth in the business.

Summary:

The Customer Service Manager is a pivotal role in ensuring smooth communication between clients and logistics operations. The CSM is the main point of contact to ensure client satisfaction, operational efficiency, and service excellence are successful.

Responsibilities:

• Serve as the primary point of contact for clients, ensuring their logistics needs are met and expectations exceeded.
• Communicate and response time with clients on specific issues and areas of potential service enhancement to be addressed within a ½ hr of client request.
• Ensure all client contacts are maintained with good relations using positive communications.
• Ensure that client accounts are assigned effectively and CSR workload is monitored and distributed appropriately as required.
• Maximize client revenues and ensure all direct and ancillary charges are captured.
• Set up new client accounts and ensure that inventory is set-up efficiently and accurately in warehouse management system, by referring to client SOW and Rate Agreement documents. Coordinate this set-up with Warehouse Supervisor accordingly.
• Maintain a target 100% client order accuracy goal and ensure client deadlines/expectations are met.
• Ensure staffing is appropriate, and that CSR’s are efficiently performing day-to-day business activities. Discuss with Senior Operations Manager and warehouse supervisors to ensure client expectations are clearly understood.
• Train and cross-train CSRs on how to effectively provide the administrative and transactional requirements of their customers in a timely and accurate manner by referring to SOPs and client specific SOW documents
• Manage WMS systems such as Maves, Korber and logistics software platforms to track service performance and maintain accurate customer records.

Qualifications:

• Post-secondary education in a relevant field (ex: Logistics etc).
• Exceptional interpersonal skills including demonstrated ability to build rapport, manage conflicts, negotiate, foster accountability, and delegate.
• Exceptional written and verbal communication capabilities.
• Strong technical aptitude to master new software, new processes, and to troubleshoot potential issues with existing hardware and software.
• Strong organizational qualities, comfort making and tracking long-term plans.
• Ability to work autonomously in a fast-paced environment and to manage multiple concurrent priorities.
• Adherence to the utmost standards of professionalism

Desired Experience:

• Prior work experience in logistics, order fulfillment, and/or Supply Chain, 3PL experience.
• Prior experience in Korber, Maves or Warehouse Management Systems and Microsoft Office experience.
• Proven history of leading change management initiatives.
• Experience managing teams.

What’s in it for You?

• Comprehensive benefits, including extended health care, dental, vision, life insurance, and disability coverage.
• Pension plan and employee assistance program.
• Company events, on-site parking, and training opportunities to advance your career.

Please note: We thank all applicants for their interest however only those selected for an interview will be contacted.