Customer Service Director
Montreal, West Island - HYBRID
*Please submit resume in PDF Format
In this role, you9ll lead the team while overseeing order management, consumer services, claims, EDI, and customer operations to deliver an exceptional customer experience. If you9re a collaborative leader who enjoys solving problems and isn9t afraid to roll up your sleeves to support your team, we9d love to hear from you.
Discover Some of Our Brands:
Catit: catit.ca
Exo-Terra: exo-terra.com
Nutrience: nutrience.com
How You9ll Be Contributing:
- This is a highly hands-on leadership role. While you9ll lead and own the Customer Service function, you9ll also be expected to actively support the team during peak periods, complex customer situations, and day-to-day operational needs.
- Lead, coach, and develop the Customer Service team, fostering a culture of accountability, collaboration, and exceptional service.
- Establish priorities and ensure the team delivers outstanding service while supporting business goals.
- Oversee customer and consumer service operations across Canada, including order management, consumer support, claims, and EDI.
- Serve as the primary escalation point for complex customer, consumer, and operational issues.
- Build strong relationships with customers, external partners, and cross-functional teams to deliver exceptional customer experience and operational efficiency.
- Monitor service levels and performance metrics, identifying opportunities to improve customer satisfaction and operational efficiency.
- Lead continuous improvement initiatives by optimizing processes, systems, and workflows, including opportunities for automation.
- Identify customer trends, product concerns, and service issues, partnering with cross-functional teams to drive improvements.
- Ensure customer operations are executed accurately and in accordance with company standards.
- Partner with Sales, Operations, Supply Chain, Finance, Marketing, Product, and Quality Assurance to resolve issues and support business objectives.
- Develop and maintain standard operating procedures that promote consistency and operational excellence.
- Champion a customer-first and people-first culture while supporting the continued growth of the business.
We9d Love to Hear from You if You:
- Have post-secondary education in Business or a related field.
- Bring significant experience leading customer service operations in a manufacturing, distribution, consumer goods, or similar environment.
- Have proven success leading, coaching, and developing high-performing teams.
- Have experience overseeing order management, claims, consumer services, EDI, and customer operations.
- Possess strong leadership, communication, and relationship-building skills.
- Are fluent in both French and English (spoken and written), as you9ll support customers across Quebec and global markets.
- Have excellent analytical, organizational, and problem-solving abilities.
- Thrive in a fast-paced environment and can effectively manage multiple priorities.
- Are proficient with Microsoft Office and ERP/customer service systems.
- Are highly tech-savvy, resourceful, and enjoy troubleshooting issues and finding practical solutions.
Work With Us, And Benefit From:
- Generous DPSP (Deferred Profit Sharing Plan)
- Employee discount program
- Medical coverage (dental and medical) & Telemedicine
- Hybrid work model (2 days in office)
- Employee Referral Program
- Great work-life balance with flexible work and core hours
- On-site Gym (head office)
- Learning and development reimbursement
- Pet (mostly dogs) friendly office
- On-site, free parking
- Being a part of a company that contributes to its communities for nearly 70 years through a variety of philanthropic initiatives
Directeur(trice), Service la clientle
Montral, Ouest-de-l9le - HYBRIDE
Avez-vous une passion pour les animaux de compagnie?
Vous dirigerez l9quipe tout en supervisant la gestion des commandes, les services aux consommateurs, les rclamations, les EDI et les oprations afin d9offrir une exprience client exceptionnelle.
Découvrez quelques-unes de nos marques :
Catit: catit.ca
Exo-Terra: exo-terra.com
Nutrience: nutrience.com
Votre contribution :
- Il s9agit d9un poste de direction trs oprationnel. En plus de diriger le service la clientle, vous soutiendrez activement l9quipe pendant les priodes de pointe, les situations complexes et les activits quotidiennes.
- Diriger, mobiliser et dvelopper l9quipe du service la clientle en favorisant une culture de responsabilisation, de collaboration et d9excellence du service.
- Superviser les oprations du service la clientle au Canada, notamment la gestion des commandes, le soutien aux consommateurs, les rclamations et les EDI.
- Agir comme principal point d9escalade pour les enjeux complexes lis aux clients, aux consommateurs et aux oprations.
- Suivre les indicateurs de performance et piloter l9amlioration continue des processus, des systmes et de l9automatisation.
- Analyser les tendances et les enjeux lis aux clients et aux produits, puis collaborer avec les quipes concernes pour mettre en 53uvre des amliorations.
- Assurer l9exactitude des oprations et le respect des normes de l9entreprise.
- Collaborer avec les quipes des ventes, des oprations, de la chane d9approvisionnement, des finances, du marketing, des produits et de l9assurance qualit afin de soutenir les objectifs d9affaires.
- laborer et maintenir des procdures normalises favorisant la cohrence oprationnelle et une culture axe9e sur le client.
- Promouvoir une culture axe9e sur le client et les employs, tout en soutenant la croissance continue de l9entreprise.
Exigences :
- Dtenir une formation postsecondaire en administration des affaires ou dans un domaine connexe.
- Possder une solide exprience en gestion du service la clientle dans un environnement manufacturier, de distribution, de biens de consommation ou similaire.
- Avoir de l9exprience en gestion et dveloppement d9quipes performantes.
- Matriser la gestion des commandes, des rclamations, des services aux consommateurs, des EDI et des oprations du service la clientle.
- Dmontrer de solides aptitudes en leadership, en communication, en analyse et en rsolution de problmes.
- Matriser le franais et l9anglais, l9oral comme l9crit, afin de soutenir les clients au Qubec et sur les marchs internationaux.
- tre l9aise dans un environnement dynamique, grer plusieurs priorits et matriser Microsoft Office ainsi que les systmes ERP et de service la clientle.
- tre l9aise avec les technologies, faire preuve de dbrouillardise et proposer des solutions pratiques.
Travailler avec nous, c9est profiter des avantages suivants :
- RPDB gnreux (Rgime de participation diffre9e aux bnfices)
- Programme de rabais du personnel
- Couverture md9dicale (frais dentaires et md9dicaux) et tlmdecine
- Mode8le de travail hybride (2 jours/semaine en prsentiel)
- Programme de re9fe9rencement par des employs
- Excellente conciliation travail/vie personnelle avec heures de travail flexibles
- Salle d9exercice sur place (sige social)
- Remboursement de cours de formation et de dveloppement
- Bureaux acceptant les animaux de compagnie (principalement les chiens)
- Stationnement gratuit sur place
- Faire partie d9une compagnie qui contribue ses communauts depuis presque 70 ans grce une varit d9initiatives philanthropiques
