Director, Customer Service & Administration

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9 Feb 2018  Anywhere

Director, Customer Service & Administration


Job Description

As a key member of the senior leadership team for our client, the Director of Customer Service & Administration will be responsible for managing a multi-disciplinary team and portfolio of business improvement projects, and strategically aligning performance goals with the organization’s vision. The successful candidate will be relied upon to lead change management initiatives throughout the organization, facilitating and coaching cross-functional teams to completion of business results & project outcomes. This position will report directly to the General Manager, and will serve as a technical expert resource to Business Unit Directors in the field process improvement. A fundamental responsibility of this position will be maximizing the utilization of our ERP system and business intelligence tools, through development, analysis and presentation of key performance indicators.

Exceed customer service goals through analyzing and resolving problems; identifying trends; recommending process, system and efficiency improvements;
Continuously monitor, measure, and improve data integrity and reporting of KPI’s across the organization;
Lead the development of processes, standards and best practices in data management. Develop overall strategy and roadmap to address data integrity issues and ensure continuous improvement;
Champion and drive adoption of self-service data visualization;
Lead cross-functional project teams through coaching and facilitation, facilitating rapid project deployment;
Lead analytics to deliver accurate, meaningful analytics and reporting to enable informed business decisions;
Monitor innovation, trends and best practices in enterprise applications, business intelligence, and data management;
Recommend and report on performance metrics (KPIs) to regularly analyze performance of team functions against customer needs, ensuring that the company continues to grow;
Responsible for defining the client needs, developing a proposal to meet those needs, as well as overseeing the implementation of the complete project solution;
Manage and refine customer, shipment, and lane analysis as well as the underlying tools, assumptions and models in partnership with operations;
Sustain the organization’s 5S program deployment.

Bachelor’s Degree in Business, Commerce or Engineering preferred; Master’s Degree considered an asset;
3+ years of experience developing and implementing big data technology, analytics and visualization;
2+ years of demonstrated leadership experience;
Experience in Transportation, Logictics or Supply Chain considered an asset;
Project Management Certification considered an asset;
Change Management Certification considered an asset;
Six Sigma Green Belt considered an asset;
Skilled at building and maintaining financial analysis, pricing models, and costing analytics;
Demonstrated experience in business intelligence, data warehousing, enterprise reporting, and master data management;
Excellent communication skills, both verbal and written;
Proven track record of project management, development, documentation, presentation and implementation of functional requirements leading to the implementation of new business processes;
Demonstrated knowledge of reporting tools; expert knowledge in Excel and ERP experience preferred.

For a confidential exchange of information, please contact Denise Fullerton at 506-852-8042 or email

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