MANAGER, CUSTOMER SERVICE

• Join a leading global company
• Permanent employment which includes a huge range of additional benefits
• This role can be based in Montreal, Quebec or Chicago, Illinois
• For Illinois-based roles the expected global salary is $143,000-$171,000

OTHER SKILLS AND EXPERIENCES

• Develop objectives and development plans for the team and monitoring regularly.
• Conduct regular one on one with direct reports and once removed to provide feedback, coaching and guidance for development.
• Understanding of shipping standards, INCO terms and other contractual requirements.

ABOUT THE ROLE

Finding better ways™ to provide the materials the world needs.
We are looking for a Manager, Customer Service to deliver excellent customer service through strong communication and stakeholder engagement skills at all times in relation to the sales of Aluminium in the Atlantic region.
This role is a great opportunity to ensure clear communication channels and engagement with all internal and external bodies, including customers, port agents, logistics companies and other internal departments such as commercial service, logistics, sales and finance to coordinate deliveries and ensure contractual obligations are met.

Reporting into the General Manager, Atlantic Aluminium Sales, you will be responsible for:

• Providing strategic leadership to the Atlantic customer service team and optimizing the CTC process, proactively managing and resolving CTC issues.
• Working with Sales Directors and Commercial Services to optimize and standardize new contracts – Sales terms, Incoterms, payment terms
• Proposing operational solutions to Sales teams to support contract negotiation and strengthen competitive advantage
• Good understanding of exposure and risks and providing solutions for mitigation
• Driving automation and overall improvements to the CTC process through various initiatives working with larger commercial team
• Collaborating and being innovative in developing projects to improve and streamline the CTC process, creating and building dashboards for analysis and performance review
• Cas collection from customers, managing timely payment with customers
• Defining processes and measuring the collection processes to improve cash delivery
• Resolving customer-related issues through working with various stakeholders
• Ensuring thorough training and coaching of the Customer Service team to understand customer demand patterns, forecasts, and end-market knowledge; providing market intelligence through customer interactions.

TO BE SUCCESSFUL IN THIS ROLE, WE ARE LOOKING FOR THE FOLLOWING:

• A background in Customer Service, scheduling, inventory management and customer fulfilment with +10 years of proven people management skills and experience is essential for this role.
• University degree in Supply chain, Business or relevant education
• Excellent verbal and written communication skills and ability to reach out and interact at all levels in the organization.
• Proven organization and problem-solving abilities.
• Proven leadership and people management skills. This role will manage employees in Canada, US, and Europe.
• Exposure and knowledge of the primary metals industry.
• Experience in customer service, logistics and supply chain management.
• High level of attention to detail and accuracy.
• Effective time management and meeting strict deadlines.
• Ability to think outside of the box and synthesize the big picture.
• Ability to make decisions and resolve issues; achieving win-win solutions.
• Able to handle pressure situations and make clear and rational decisions.
• Exposure to SAP systems, analysis tools and customer database management.
• Exposure and knowledge to recycling and trading companies is a plus but not required.