Customer Care & Logistics Supervisor

Please note: we are hiring to fill two (2) vacancies for this role.

This posting will remain open until December 1, 2023.

Under the general direction of the Customer Care & Logistics Center Manager, the CCLC Supervisor provides leadership, motivation, development, and direction to a centralized customer facing team responsible for the completion of all ready mix order/delivery services including logistics within the Greater Vancouver Area.

• Provide guidance, coaching, training, and support to ensure high levels of employee performance and motivation
• Develop, generate and analyze reports on team performance (KPIs), identifying trends and areas for process and efficiency improvements
• Update/maintain/develop employee resources and references (binders, reference sheets, etc)
• Weekly check-in with direct reports to align expectations, discuss challenges, review calls, etc...
• Ensure efficiency, costs (OT, call-in numbers, etc), and customer satisfaction are the priorities in all decision making
• Facilitate clear and effective communication channels between the dispatch/scheduling/CCA teams and all other relevant stakeholders addressing and resolving communication issues promptly; promoting a transparent and cooperative working environment

• Handle escalations/difficult customers; be available to deal with complaints
• Provide a single point for answers/guidance - be a subject matter expert (or the one to hunt down answers)
• Collect and analyze customer feedback to identify areas for improvement in service delivery

• Provide daily summary of service/customer issues to CCLC Manager
• Assist/maintain/develop CCLC VAP program
• Create/run/maintain CCLC statistic reports
• Investigate errors/issues and provide concise incident reports
• Push for greater team efficiencies (daily plant closures/utilization, driver utilization including moving plants and washing out times; maximize production while minimizing hours)
• Align processes to track and manage leftovers, meetings, break downs; and be readily able to report on each to CCLC Manager
• Assist in designing/implementing new processes and utilizing new technologies

• Coverage for CCLC Manager/other supervisor
• Interviewing/hiring/discipline where needed
• Address conflicts and disputes within the team or between employees and management in adherence to HR/union procedures.

Education and Work Experience

• Diploma in Business or related field, or an acceptable combination of education and work experience
• Minimum of 1 year of supervisory experience
• Minimum of 3 -5 years in a call center/customer service environment
• Ready mix concrete experience would be advantageous, but not essential
• Prior field sales experience and/or experience in distribution an asset
• Experience in a unionized environment an asset
• Demonstrated strong application user skills for MS Office Suite of products including Excel, Word, and PowerPoint at intermediate level

• Strong written and verbal communication skills with high degree of accuracy and attention to detail
• Demonstrated strong problem solving skills
• Proven ability to multitask in a fast-paced environment
• Strong time management skills
• Critical thinker
• Ability to negotiate skilfully in tough situations without damaging relationships
• Able to quickly build and maintain positive working relationships
• Ability to maintain composure in dealing with difficult situations