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Customer Service Manager

Whitehorse, YT
Full Time
4 days ago
Company:Finning Canada

Number of Openings: 1

Worker Type:Permanent

Position Overview:You're a savvy leader who thrives in a fast-paced environment and are motivated by being challenged on a day to day basis. You relish the opportunity to be innovative in your approach and possess the interpersonal and leadership skills to guide and support a team of talented individuals. As the Customer Service Manager, these skills will be applied in driving effective execution, management and development of the team.

If you are up for the challenge and leverage your leadership skills, then this is the opportunity for you.

Job Description:

  • Ensure that all safety practices and policies and compliance requirements are followed, employees hold and maintain the appropriate safety training required for their position, monthly spot audits are conducted and that at a minimum, safety TRIF and LTI targets are met, while always striving for zero
  • Provide quality, timely feedback to individuals through formal and informal conversations to support the performance management process
  • Share Employee Opinion Survey (EOS) results, solicit feedback, develop and post an action plan on the Action Planning website.
  • Review monthly metrics related to People, Quality, Velocity and Cost with branch employees
  • Manage the successful execution of Finning's Service Excellence Operational process and customer service commitment within the branch
  • Direct timely resolutions to customer issues and goodwill settlements
  • Responsible for investigating service eforms related to variances, service warranty and service re-do
  • Create annual budget, forecasting and review applicable contract management emails if required
  • Actively purse monies from CAT recoveries
  • Responsible for maximizing recovery of components from CAT and OEM

  • 8-10 years of previous supervisory or leadership experience
  • Previous experience on the repair and execution side of business
  • Strong mechanical aptitude to expand technical expertise knowledge base and gain experience
  • Thorough understanding of labor relations and grievance resolution process
  • Strong understanding of parts and service processes and systems, Finning's work order cycle, sales processes, warranty offerings and goodwill practices
  • Business acumen and financial planning, budgeting and forecasting knowledge
  • Strong interpersonal, written, verbal and presentation skills
  • Strong written and verbal communication and presentation skills
  • Excellent leadership, coaching, mentoring, people and team development skills
  • Strong analytical, problem solving and decision making skills
  • Financial business acumen
  • Strong relationship management skills with a customer focus
  • Strategic business planning

W e are committed to diversity at Finning, to building and sustaining a diverse and inclusive workforce and as an equal opportunity employer we encourage applications from all qualified individuals. Finning does not discriminate against applicants based on genders, races, national and ethnic origins, religions, ages, sexual orientation, marital and family status, and/or mental or physical disabilities.
Customer Service and Support Operations and Logistics