Qualifications

• University degree in business administration, supply chain management, operations, or a related field.
• Minimum of 10 years of experience in customer service, supply chain, operations, or a similar field.
• At least 5 years of personnel management experience in a multi-site environment.
• Strong understanding of customer service processes, order management, and supply chain operations.
• Experience with an ERP system, preferably SAP, and proficiency in Microsoft Office suite.
• Strong analytical skills for monitoring performance indicators.
• Excellent leadership, communication, and change management skills.
• Bilingual (French and English) for facilitating communication with teams outside Quebec and international colleagues.

Responsibilities

• Lead, mobilize, and develop the customer service team across Canada.
• Ensure efficient processing of customer, inter-company, and export orders.
• Maintain high and consistent service standards across all sites.
• Collaborate closely with sales, supply chain, production, and logistics teams to meet customer commitments.
• Manage priority requests and rapid-response situations.
• Develop and monitor KPIs to continuously improve performance outcomes.
• Oversee workforce planning, training, communication, and performance management of team members.
• Support customer visits, manage claims, and lead service recovery initiatives.
• Promote a safe work environment compliant with company quality standards.
• Identify and implement continuous improvement initiatives to enhance operational efficiency and customer satisfaction.

Benefits

• Regular working hours from Monday to Friday
• Comprehensive benefit package fully covered by the company.
• Career development and training opportunities
• Life and disability insurance and wellness programs
• Retirement plans with company contributions
• Paid vacation and personal days off
• Employee discounts on Sika products
• Tuition reimbursement for employees
• Employee referral program.