Job Description
Strategically lead and develop an operational team to enhance performance by setting clear accountable performance measures. Teams that report in directly include:
1. Canadian and US residential customer service
2. Canadian and US commercial customer service
3. Order Entry
4. Export
5. Customer Order Fulfillment Planning (dispatch)
6. Training
Create a culture and processes which achieve the business goals and objectives with regards to customer service
Complete lean six sigma green belt and ensure that department managers are completing at least two LSS projects per year
Oversee production allocation for multiple plants across North America by partnering with internal customers such as sales
Ensure that recurring meetings are taking place by department heads and that issues and action items are being followed up on. Examples of recurring meetings include:
Canadian residential VOC (voice of the customer)
US residential VOC
Commercial VOC
Interlock meeting – partnership call with logistics
Develop training, communication and quality programs that deliver a rich customer experience, targeted to our targeted customers
Manage annual budget and ensure that staffing reflects business needs
Partner with Marketing and Sales to understand and deliver a “Customer First” strategy
Implement enhancements to improve customer sales, retention and overall customer experience
Ensure workforce planning meets service level standards, training, and quality for desired operational hours
Drive innovation by leveraging industry best practices in technology
Improve Customer Metrics
Identify company-wide improvements and present these to Senior Management/Executives.
Accountable for ensuring full regulatory compliance and legal requirements – identification of any potential risk issues
Work effectively with all peers, executives and stakeholders to negotiate and influence customer improvements
Continually develop improvements and embed successful change projects
Required Experience
Extensive experiencing managing operational customer service teams
Strong understanding of logistics
Experience working with plants and ERP systems
Must be able to pull, analyze and present data
Strong strategic and customer focus with a clear understanding of the wider issues impacting the relevant markets
Proven Management and/or relationship management experience at a senior, strategic level role
Established track record of exceeding targets, KPI’s, Service Level Agreements (SLA’s), in a quality led, legislative compliant environment
Able to interpret Management and Business Intelligence (MI/BI), develop strategy and make recommendations
Demonstrate ability to motivate and communicate with others at all levels
Influential relationships skills at all levels – ability to use these relationships to deliver service improvements
Excellent communication and negotiation skills
Able to adapt and succeed in a changing environment
Evidence of well-developed leadership skills
Collaborative, focused, selfless, agile and results driven
Benefits of Employment: IKO recognizes that its success is due to the strength of its employees. A primary goal of IKO is to promote individual employee’s sense of accomplishment and contribution so that employees enjoy their association with IKO. The Company invests in its employees so that they are the most knowledgeable in the industry, and undertakes great efforts to nurture loyalty to, and teamwork at, IKO. We are pleased to offer competitive compensation, health care, a progressive and challenging workplace and a commitment to teamwork and integrity.
Diversity and Equal Opportunity Employment: IKO Industries Ltd. is an equal opportunity employer. We are committed to diversity and inclusion and are pleased to consider all qualified applicants for employment without consideration to race, religion, creed, color, national origin, age, gender, sexual orientation, marital status, veteran status or disability. IKO Industries Ltd. encourages and welcomes applications from people with disabilities. Accommodations are available on request for candidates taking part in all aspects of the selection process.
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