Lafarge Canada Inc Hiring for Customer Care & Logistics Centre Manager, RMX at Vancouver, BC Full Time

Why work for Lafarge?:
As the global leader in innovative and sustainable building materials, we’re committed to shaping a greener, smarter and healthier world. At Lafarge Canada Inc., safety comes first, collaboration matters and diversity is celebrated with people who share our desire to continually make our materials better.

Do you have the drive, the skills, and the passion to join us?

Overview:
Reporting to the GM GVA Ready Mix, the Customer Care & Logistics Center Manager leads a centralized customer facing team responsible for the completion of all ready mix order/delivery services including logistics within the Greater Vancouver Area.

The Customer Care & Logistics Center (CCLC) Manager provides leadership, motivation, development, and direction for the CCLC team ensuring delivery of top-notch service for all Customer and Plant touch-points and interactions managed by the Center. Provides leadership for the safe, quality assured, environmentally friendly, reliable and low-cost delivery of Lafarge’s products to customers. The CCLC Manager must also work closely with Sales, Manufacturing, Finance, Credit, and other teams to drive the implementation of the Company’s One Lafarge strategy. The CCLC Manager is also accountable for the administration and resolution of customer accounts, including the resolution of invoices under investigation (IUI’s) and minimizing unapplied cash and open credits.

Responsibilities:
Promotes a positive safety culture through leadership by example; performs all work activities following all relevant safety policies and procedures.

Create, manage and lead customer care & logistics department.

Responsible for overseeing cost efficient daily/weekly planning and scheduling of product delivery in order to meet and exceed customer expectations.

Centre responsible for scheduling standing orders and incoming daily orders (up to 70 calls per day per representative) to meet or exceed customer expectations

Centre responsible for the cost effective coordination of orders and the scheduling of up to 100 ready mix drivers in Metro Vancouver area

Responsible for efficiently scheduling CCLC personnel to cover Monday to Saturday operation of center.

Develops, implements and updates standard operating procedures for department.

Supports GM GVA Ready Mix in strategy discussions related to customers, logistics and negotiations

Implement the Customer Care program ensuring high customer satisfaction with the Lafarge experience.

Ensures collaboration across functional departments to satisfy daily operating needs of the Center.

Ensures compliance to service quality standards and service level agreements.

Travels as needed to meet with plant employees, key customers and sales force to identify and incorporate service improvement opportunities.

Works closely with Sales to optimize opportunities

Investigates and resolves complex customer service issues, including root cause analysis and problem resolution utilizing de-escalation techniques as required.

Manages customer satisfaction measurements and recommends actions to improve satisfaction scores.

Develops and implements continuous improvement processes and strategies for CCLC

Responsible for annual delivery budgets, monitoring, analysis and explanation of variances.

Responsible for departmental budget development, monitoring, and analysis and explanation of variances.

Manage to target all variable and fixed delivery costs, and CCLC Costs

Assures the timely and accurate entering and maintenance of all charges and adjustments in E-One.

Manages all aspects of employment relationship for employees including but not limited to recruitment and selection (with HR), performance management, training and development, and discipline if/when required.

Trains related staff in process flow and accompanying operational and internal control activities.

Responsible for internal communications and presentations related to program updates, performance, and ongoing program information.

Lead VAP upsell program to delivery agreed upsell targets on a monthly basis

Promotes and ensures maximum utilization of Concrete Direct system

Results / Accountabilities:
Reduce delivery costs and maintain efficiency through the execution of optimization initiatives to meet agreed KPIs

Ensure that delivery efficiency meets KPI year over year and versus budget, including all related costs

Reduce delivery costs through the execution of Network Optimization initiatives.

Multi-source Customer Analysis and Multimodal Move Optimization

Adherence to all internal control requirements

Supports driver management & collective agreement negotiations

Execution of business-case justified initiatives and projects

Communicates/Coordinates any changes to customer deliveries with Sales organization

Identifies opportunities to improve delivery schedules to minimize delivery times, delivery costs.

Reviews unrecovered accessorial charges report with Sales Manager, Operations and Valley Manager and/or GM GVA Ready Mix to support revenue generation.

Sets and monitors department Key Performance Indicators (KPIs).

Reports monthly department activity to Ready Mix Product Line Management team: including, department performance against Key Performance Indicators (KPIs) (delivery management, reports, etc.)

Works in conjunction with GM Ready Mix GVA and sales management to define delivery service strategy

Timely and accurate reports to support sales, ready mix operations and distribution activities.

Accountable for accurate and timely entry and maintenance of Bill to and Ship to master file administration

Dimensions / Relationships with Others’ Jobs:
Interfaces daily with both Customer Care and Dispatch/Scheduling leads to ensure alignment of team to set goals and processes

Interfaces closely with Sales, Operations Manager, and Valley Manager and Plant management teams.

Works closely with Sales and Marketing, Plant personnel and the GM GVA Ready Mix to drive implementation of Ready Mix product line business strategy in GVA.

Directly reports to GM GVA Ready Mix

Overall: the Customer Care & Logistics Centre Manager has responsibility for the customer care & logistics of concrete within Metro area:

Daily Logistic optimisation of up to 90 trucks

Revenue: ~$120M.

Directly manages 13 CCLC employees

Provides daily scheduling for up to 110 unionized ready mix drivers and other associated positions

Qualifications:
Education and Work Experience:
Bachelors Degree in Business or related field, Diploma, or an acceptable combination of education and work experience

Minimum of 7 years of management/supervisory experience

Ready mix concrete experience would be advantageous, but not essential

Prior field sales experience and/or experience in distribution an asset

Customer service experience preferred

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

Experience using an ERP / E-One system preferred

Knowledge and Skills:
Strong written and verbal communication skills with high degree of accuracy and attention to detail

Demonstrated strong problem solving skills; a self-starter

Proven ability to multitask in a fast-paced environment

Strong time management skills essential

Independent thinker

Ability to negotiate skilfully in tough situations without damaging relationships

Highly motivated, able to quickly build and maintain positive working relationships

Ability to maintain composure in dealing with difficult situations; demonstrates positive customer service attitude

Stakeholder management skills are essential

Competencies:
Leading Change

Leading People

Customer Focus

Conflict Management

Developing Direct Reports & Others

Managing & Measuring Work

Motivating Others

Drive for Results

Listening

Composure

As part of our dedicated focus on the health and safety of all employees, a pre-employment medical, including drug and alcohol testing and a criminal record check, may be required.

LafargeHolcim:
As we are reinventing the way the world builds, we need world-class talent to join our Lafarge Canada team: people who are passionate, driven by curiosity and keen to grow, learn, develop and thrive in our high-performance culture.

Whatever you do, you will make a difference here. Because we know that your passion and curiosity are the natural resources the world needs.

Check out our YouTube channel to learn more about our operations and see all career opportunities at www.lafarge.ca/careers.

We thank you for your interest. Only candidates selected for an interview will be contacted. Lafarge is committed to the principles of employment equity and encourages the applications from women, visible minorities, and persons with disabilities.