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Manager, Customer Support

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Customer Support/Call Center
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YRC Freight Canada

Job Summary:

Manage the Customer Support team to ensure Customer satisfaction and meet region revenue and revenue improvement objectives.

Job Duties:

 

  • Create customer support strategy that leads to customer retention and growth, in partnership with sales.
  • Positively influence the customer experience by enabling the team and ensuring accountability for the hand off to meet customer requirements.
  • Partner with Terminal Managers to meet customer requirements.
  • Provide resolution to first level escalation of customer service issues.
  • Collaborate with Area Director of Sales to develop business plans, manage accounts and implement strategic initiatives as required.
  • Improve the Customer support team efficiency through performance management, coaching, feedback, education, and training.
  • Manage all aspects of staffing for the Customer Support department.

    

Competencies / Requirements:

 Completion of secondary school required.  Post-secondary education preferred. 

Experience in direct sales or customer service and/or call center management.

Superior communication skills required.

Knowledge of Windows based computer applications and MS Office.                                   

Bilingual in English and French an asset.

  

Working Conditions:                 

Works entirely in the Winnipeg General Office.  Some travel may be required.

 

  

Yellow Corporation, along with all subsidiary companies, are an Equal Opportunity/Affirmative Action Employer

 

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