Job Description

Department

Customer Services

Job Posting

Heidelberg Materials provides the materials to build our future. Our future is sustainable. Our future is digital. And it goes beyond cement, aggregates, and ready-mixed concrete. Heidelberg Materials North America, previously known as Lehigh Hanson, operates more than 450 locations with approximately 9,000 employees in the U.S. and Canada.

Heidelberg Materials is seeking a highly motivated and energetic Customer Service Centre (CSC) Manager to join our Cement team in Edmonton, Alberta. Reporting to the Sales Director, the CSC Manager will play a critical role in ensuring customer satisfaction, managing key metrics, and supporting our outside sales team.

What You\'ll Get To Do

• Manage a team of Inside Sales Representatives (ISRs) and Product Loading personnel to ensure timely delivery of cement and SCMs to customers across the Northwest Region.
• Manage daily communication between transportation vendors and CSC staff to ensure efficient delivery of products.
• Work with the logistics team along with transportation vendors to identify areas for improvement, resolve issues, and ensure we have enough trucking capacity to service each area in the region.
• Monitor and analyze Customer Service Centre KPIs to identify areas for improvement and drive customer satisfaction.
• Track and analyze Carrier KPIs to ensure delivery performance meets customer expectations, with a focus on cost efficiency and preferred terminal usage.
• Manage the Customer Incident Tracking (CIT) program to ensure the timely resolution of customer issues and share outcomes with Outside Sales Representatives.
• Work with Outside Sales Representatives to review shipment data and identify opportunities for efficiencies and safer unloading processes on customer sites.
• CSC Facility Management, keeping the building functional and safe, and performing regular inspections and coordination of maintenance items.
• Work with plant and terminal operations to ensure the upkeep of fall protection and loading/unloading areas along with providing a safe and inviting environment to carriers.
• Be available outside of normal office hours to manage emergency situations.

Experience and Skills:

• Post-secondary education in Engineering, Business, or Logistics
• Strong proficiency in Microsoft Office applications.
• SAP experience would be an asset
• At least 5 years of experience in a customer service centre or order fulfillment environment.
• Truck dispatch experience would be an asset.
• Excellent communication, interpersonal, and customer service skills.
• Previous experience managing teams.
• Ability to work in a fast-paced environment and manage multiple priorities.

Work Environment:

The role operates primarily in a professional office environment but requires conducting business at a job site where the conditions include moving mechanical equipment, elevated noise levels and dust.

Minimum Pay Rate

$93,700.00

Maximum Pay Rate

$140,600.00

Pay Class

Salaried Exempt

Line of Business

Cement Sales

Lehigh Hanson