• Customer Service & Logistics Manager

    Job Locations CA-AB-Calgary
    Requisition ID
    # of Openings
    Product Line
  • 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 .


    The Customer Service& Logistics Manager (CSLM) is the point person for executing efficient supply of our aggregate business. This includes: creating or assisting in the development of long-term material and logistics sourcing strategies and the annual sales production balance process; effectively managing the day-to-day operations of the dispatch, shipment and delivery services.


    The CSLM will be a key person responsible for transforming and continually improving the way we manage aggregate supply leveraging emerging digital trends to create new offerings for an improved customer delivery experience.


    The CSLM is an integrator and facilitator working closely within the aggregate product line and with other product line staff to ensure effective customer and logistics solutions are coordinated and delivered. The CSLM may also lead or participate in special projects that cross geographic areas, product lines or functions to deliver a safe and cost effective operation.


    1. Safety: Responsible for ensuring all hired transporters comply with safety standards set out by LafargeHolcim. Ensures hired transporters remain compliant to local and national safety programs. Ensures all aspects of his/her role are executed in a safe manner. Obeys safety guidelines when on construction sites and Lafarge operations. Displays leadership in promoting the safety culture of LafargeHolcim.


    1. Transportation Management (mid to long-term focus): Establishes and maintains win-win relationships with transporters to provide the best transportation services at the lowest sustainable cost. Identifies opportunities to optimize logistics using available tools such as GPS tracking and fleet analysis (e.g. increasing truck utilization, payload distribution). Ensures system is in place to provide freight rates for zone maps, large projects, and annual supply contracts that maximizes profitability while also promoting stability in the transportation market.


    1. CSL Team Management & Coaching: This role will supervise and coordinate Dispatch, Weighmasters (directly or indirectly), and Logistics Administration personnel. The focus of this role is to provide the highest levels of customer service while optimizing available resources.  Follows a robust, proactive, and efficient management process that ensures the logistics strategy is communicated and understood by team; coordinated actions are in place to support the strategy; regular contact and coaching takes place with direct reports to ensure development and alignment for an effective, enjoying and fulfilling work environment.  Selects, hires, trains and terminates as required.


    1. Customer Service and Dispatch Management (daily operations focus): Analyze customer service related information and evaluate the results to choose the best resolution and alternatives to customer service challenges, and to identify opportunities to improve the customer service experience. Ensure all customer service activities support the strategic objectives of the organization. Maintains or improves order entry and dispatch systems and procedures to provide on-time delivery and effective communication with customers and internal personnel.


    1. Supply Chain Coordination and Administration: Supports both the Sales and Operations teams in the Sales / Production Balance process. Actively involved in the monthly analysis to communicate product shortfalls and/or surpluses with the local management team. The market area process owner for ensuring an exceptional customer service experience through effective utilization of the SAP and Apex platforms. Monitors data flow and coordination of functions along the supply chain (inventory, order, dispatch, delivery, invoicing) to identify critical tasks, process gaps and training needs.


    Relationship with Other Jobs:


    • Internal:
      • Works closely with Commercial and Operations teams, Quality, Purchasing and Credit & Billing personnel
      • Coordinates closely with other product line logistics personnel (e.g. RMX, Asphalt, Cement) to ensure customer service deliverance and logistics solutions
      • Health & Safety (transportation)
      • Environment (transportation)
      • Regional Category Manager – Logistics


    • External:
      • Truck Transportation Suppliers
      • Transportation Authorities & Associations
      • Customers


    Specific Accountabilities:


    • Transportation road safety compliance
    • Transportation supply contracts
    • Lead road safety incident investigation and reporting
    • Ensure compliance to LafargeHolcim road safety standards (including IVMS)
    • Logistic master data including carriers, trucks and haul rates
    • Command Apex management
    • Command TrackIt / HaulIt (GPS) management



    • Direct Reports: 8 – 14 people  (varies due to seasonality)


    Education & Work Experience:

    • An undergraduate degree in Business, Engineering, Supply Chain Management or significant industry experience
    • Strong outsourcing and contractor management experience
    • Experience in utilizing new technology to improve dispatching, logistics and customer value add services in transportation management and road safety preferred
    • Knowledge of construction industry and / or aggregates transportation industry is an asset, but not essential.
    • 5+ years of relevant work experience


    Knowledge & Skills:

    • People management skills and team leadership
    • Excellent interpersonal skills – able to develop effective working relationships internally and externally
    • Strong customer focus
    • Excellent problem solving and analytical skills
    • Results oriented. Disciplined and process-oriented
    • Strong Excel / analytical skills and exposure to SAP (or similar ERP) considered an asset


    Leadership & Managerial Competencies:

    • Excellent written and oral communication skills; ability to communicate effectively/convincingly at all levels (including technical and operational) and with all functions
    • Highly effective time management, planning and organization skills; ability to manage multiple tasks and priorities and drive tasks to completion in a fixed time-frame and in a pressured environment
    • Ability to work with cross-functional teams and build relationships across multiple functions, product lines, regions and cultures
    • Ability to deal with ambiguities, conflicts and adversarial relationships.
    • Strong negotiations skills
    • Ability to assess potential and risks associated with supplier and market changes, and integrate with category and sourcing strategies
    • Proven ability in analysis and interpretation of data
    • Proven ability to identify problems quickly, make sound judgments, establish and implement solutions


    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. 


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