Hybrid Customer Service Director

at Tamba Solutions - GoForHR

• Job title: Customer Service Director
• Job type: Full Time
• Experience level: Lead
• Salary: CA$49 per hour
• Degree requirement: Bachelor's Degree
• Tech skills: SFDC, Tableau
• Location requirements: Hybrid, Ottawa, Canada

About the role

• Customer Service Director at Gofor Delivers improving operational efficiencies and customer experience within hybrid logistics. Collaborating with sales and operations to drive success across processes.

Responsibilities

• Establish, maintain, train and evolve the customer facing processes in use at GoFor to provide customers with excellent customer experience, including but not limited to: Inbound customer requests, Outbound communications, Dispatching, Claims Management, Driver Communications, Customer Reporting
• Establish, maintain, train and evolve the sales processes in use at GoFor to enable sales team productivity and accurate forecasting.
• Establish, maintain, train and evolve the operations processes in use at GoFor to enable operations team productivity.
• Apply and evolve the specific technologies in use at GoFor to both increase customer experience and increase operational efficiencies.
• Create a method to detect patterns in sales and operations behaviour or performance, and solicit ways to improve any issues in a positive and constructive way.
• Maintain an accurate and current monthly set of dashboards that present the overall health of the Company, which includes: Sales funnel, Revenue, On Time Delivery, Etc.
• Work with sales and operations leadership to develop organizational and support of individual goals.
• Manage several complex projects simultaneously that involve technology implementation and adoption along with business process changes.
• Provide strong leadership by promoting the mission and values of the organization both internally and externally.
• Manage the activities and performance of direct reports (if any).
• Manage assigned budgets while consistently seeking revenue and cost optimization.

Requirements

• Fluent in English, both written and spoken
• A Bachelor’s Degree from a recognized post secondary institution
• A systems thinker who has a demonstrated ability to refine and implement sustainable and scalable sales processes.
• Excellent project management and interpersonal skills
• Strong business acumen with a thorough understanding of financial systems and processes
• Minimum 3 years’ working experience in project management, program management and process design with a minimum of 5 years work experience overall
• Proven ability to identify and lead growth-enabling initiatives
• Thorough knowledge and understanding of ADA AI
• Thorough knowledge of OnFleet Dispatching
• Thorough knowledge of Salesforce.com for both Customer Service Management and Sales Forecasting
• Moderate understanding of Tableau reporting and dashboards
• Prior sales operations experience is a definite asset.
• Possess the following personal qualities: integrity, creativity, high standards, commitment, ethical values, and achievement-oriented.
• Excellent organizational, strategic, planning and implementation skills.
• Excellent communication skills, writing, speaking and presenting.
• Able to build and maintain lasting relationships with key business partners and employees.
• Proven team management and leadership skills to achieve top performance.
• Able to create realistic schedules and meet deadlines under stress and interruptions.
• Confident with decision-making.
• Understanding of financial reports, including budgetary guidelines and expenditures.
• Computer literacy, including effective working skills of MS Word, Excel, PowerPoint, Adobe products and e-mail required.
• High level of critical and logical thinking, analysis, and/or reasoning to identify underlying principles, reasons, or facts.

Benefits

• Extended health and dental coverage
• Vision Care Benefits
• Bonus
• Registered Retirement Savings Plan (RRSP)