CUSTOMER SERVICE MANAGER (CSM)

at  CAT inc

Full Time
Boisbriand, Laval, Quebec
Posted 3 hours ago
C.A.T. North America, founded in 1978, is a premier trucking company servicing North America with nine divisions and over 25 terminals. Our transportation solutions cover a broad range of needs, including intra-Canada, US-Canada cross-border, US domestic, and Mexico North and Southbound. With a fleet of 1600 power units and 4300 trailers, as well as a vast network of over 10,000 logistics partners, C.A.T. North America offers customized transportation services tailored to each customer’s unique needs. Our commitment to service, safety, innovation, and sustainability has earned us recognition as the best fleet to drive for in 2023 and the best-managed company for 11 consecutive years.
Customer Service Manager (CSM) – Boisbriand, QC

JOB SUMMARY

Lead the customer service team, ensure client satisfaction, and manage operations in a fast-paced freight brokerage environment.

REQUIREMENTS

• Bachelor’s degree in Business, Logistics, or related field preferred.
• 5+ years in customer service management, preferably in freight brokerage.
• Strong leadership, communication, and problem-solving skills.
• Proficiency in customer service software and CRM systems.
• French (preferred)
• English (preferred)

• Mentor and develop the team.
• Set and review performance expectations.
• Oversee daily customer service activities.
• Implement policies and align with company goals.
• Resolve complex issues for key clients.
• Enhance customer satisfaction and loyalty.
• Track and analyze service metrics.
• Prepare performance reports.
• Deliver training on standards and best practices.
• Update the team on new products and services.
• Coordinate with Sales, Operations, and Logistics.
• Ensure effective inter-department communication.
• Manage customer service software and tools.
• Ensure team proficiency in technology use.
• Address escalated issues promptly.
• Implement long-term solutions.