LafargeHolcim

  • Logistics & Customer Service Supervisor

    Job Locations CA-AB-Calgary
    Requisition ID
    2018-4675
    # of Openings
    1
    Category
    Customer Service
    Product Line
    Cement
  • Why work for Lafarge?

    Lafarge in Canada is proud to provide construction solutions in the buildings, infrastructure and industrial segments. These solutions are built with high performance products from our cement, aggregates, ready-mix concrete, asphalt and road construction, and concrete products divisions.  From the use of alternative materials and recycling to renewable energy, Lafarge's focus is to develop innovative products that can contribute toward sustainably constructed building solutions.  Lafarge takes personal growth and development to heart, and provides resources for our employees to take control of their own careers. Through our commitment to communities, to the health and safety of our employees and their families, or through the many volunteer hours of our employees, Lafarge demonstrates our care for people. If you want to work in an environment that values hard work, entrepreneurship, and collaborative teamwork, Lafarge is for you.   Building Better Cities is what we do. Come Build a Better Career with us!  More information can be found at https://www.lafarge.ca/en/careers  .

    Overview

    The Logistics & Customer Service Supervisor functions as the onsite lead for the Western Canada Cement Customer Value Centre’s Customer Value Representatives and After Sales Support Representative in the Calgary office.  This role involves daily interaction with Lafarge’s customers and contract truck vendors as well as supervisory responsibility.    Subsequently, it demands a service-oriented mindset and a highly professional approach.  This role is responsible for all aspects of customer service in the Prairies market from order placement to delivery and from invoicing to cash application. In addition, this position provides critical support to the truck, rail, and supply/logistics management team for Western Canada’s Cement group as it relates to the Prairies (MB, SK, & AB) market area.

    Responsibilities

    Safety:

    • Adhere to all Lafarge safety policies and procedures.
    • Support a safe work environment and “See Something, Do Something”. Attend field and carrier safety meetings and initiatives.
    • Follow Truck Modal Manager’s lead in supporting an effective carrier safety program for the Prairies market. This includes local support of Group safety advisories that relate to truck transportation.  Take the lead on reporting/investigating any safety issues that involve local truck carriers.

    Customer:

    • Build and maintain relationships of trust with customers in assigned geography. Drive and own customer satisfaction at all times.  Responsible for continuous improvement of customer service results. This includes KPI development and tracking.
    • Supervise a team tasked with providing consistent and reliable customer service from order placement through delivery. Maintain an ordering and subsequent delivery service that is a positive, value-added experience for Lafarge’s customers in the Prairies market.
    • Maintain an efficient order management process. This includes accurate recording of customer orders, accurate creation of order in Lafarge system with communication to internal stakeholders, timely communication to truck partner for arrangement of delivery, and follow up with truck partner to ensure delivery is scheduled on time and to verify that all details are correct.  This includes proactive outgoing calls to customers to ensure orders are received in a timely manner and to improve customer service offering.  High consequence of error.
    • Field customer complaints and follow up in a timely, professional manner. Communicate/escalate issues as appropriate.  Track and report of customer service incidents and statistics.
    • Advocate for customers. Overcome obstacles and solve problems that negatively impact Lafarge’s customer service offering.

    Supervisory:

    • Function as the onsite leader for the Customer Value Centre’s Customer Service Team in the Calgary (Prairies) office.
    • Perform direct supervisory responsibilities for the Customer Value Representatives and the After-Sales Support Representative(s) that cover the Prairies Cement Sales District. Own the overall performance of these functions for the Prairies market area.
    • Initiate and participate in recruiting activities as required for the Calgary Customer Value Centre.
    • Mentor and coach employees including participation in the performance review process.
    • Develop annual objectives for the team.
    • Train all new staff during the orientation and onboarding processes.
    • Foster and maintain a positive, open, team-oriented work environment. This includes excellent communication and strong working relationships with internal stakeholders from Sales, Logistics, and Operations teams who support the same customer base.
    • Champion continuous improvement. Challenge any process that does not support overall objectives.

    Supply/Logistics:

    • Coordinate with Prairies Terminal Managers to assist in inventory management for Lafarge operated Prairies cement terminals. This includes a thorough understanding of related customer demand, daily coordination with onsite personnel, and consistent engagement of the inventory replenishment pipeline/plan for these locations.
    • Support the Rail & Supply teams by assisting in coordinating rail deployments to specific rail-serviced customers, and in the administration of the product exchanges as they pertain to the Prairies market.
    • Function as point person to manage execution of supply/demand planning for major customer project work in the Prairies.

     

    Carrier Management:

    • Maintain strong working relationships with carrier/external truck partners in order to support overall customer experience.
    • Function as primary point of contact with local carrier dispatch.
    • Support Truck Modal Manager in tactical planning/asset management to match carrier fleet capacity with customer requirements in each market.
    • Support Truck Modal Manager in overall carrier management in Prairies market.
    • Leverage internal and vendor interactions to support service strategy, manage costs, and identify and incorporate opportunities for improvement. Take leadership role in identifying and implementing changes to improve capacity utilization, improve service quality, and reduce costs.

     

    RELATIONSHIPS WITH OTHER JOBS

    • High level of interaction with CVC Manager
    • Supervisory and day-to-day interaction with Customer Value Representatives and After Sales Support Representatives
    • Frequent interaction with the District Sales Manager, the Sales team, Truck Modal Manager, and the Supply/Logistics team
    • Frequent interaction with the Exshaw Plant Shipping Coordinator & Supervisor, and Prairies Terminal teams

    Qualifications

    Education & Work Experience

    • University degree or greater in an applicable field.
    • 5+ years experience in a related field preferred. Logistics experience will be considered an asset
    • 1 year of supervisory experience
    • Understanding of building materials industry, including product knowledge, an asset.
    • Computer literacy, including Microsoft Office suite of products.

     Knowledge & Skills

    • Demonstrated leadership skills
    • Strong written and verbal communication skills
    • Relationship-building (customer and internal to Lafarge)
    • High degree of accuracy and attention to detail
    • Leadership in planning and executing
    • Action-oriented with strong problem-solving skills.
    • Adaptability and resilience/ability to multi-task in a fast-paced environment
    • Strong sense of teamwork/team-orientation
    • Quantitative and qualitative analytical skills

     

    Other

    • Flexible work schedule is required. This position may require the incumbent to work outside of normal working hours.

    LafargeHolcim

    Pre-employment medical including drug & alcohol testing and a criminal record check may be required.

    As the world leader in the building materials industry, LafargeHolcim Ltd and its subsidiaries have the assets necessary to meet the building and design challenges of today’s increasing urbanization.  Globally, LafargeHolcim has 115,000 employees, a well-balanced local presence in 90 countries and combined net sales of CHF 33 billion (EUR 27 billion) in 2014. With the most innovative cement, concrete, and aggregates solutions, strong R&D and a commitment to health, safety, and sustainability, LafargeHolcim has the building solutions to meet customers’ needs, from the individual homebuilder to the largest and most complex project.  We are committed to drive sustainable solutions for better building and infrastructure while contributing to a higher quality of life.  We are positioned to deliver on this commitment.

    Options

    Sorry the Share function is not working properly at this moment. Please refresh the page and try again later.