4 дня назад
Customer Services Manager - Parts & Services (Mining)
Вакансия из Hirify Global, списка международных tech-компанийДля мэтча и отклика нужен Plus
Мэтч & Сопровод
Для мэтча с этой вакансией нужен Plus
Описание вакансии
Текст:
TL;DR
Customer Services Manager - Parts & Services (Mining): Leading the Canadian customer parts supply experience across customer support, order fulfillment, pricing, logistics, and service escalation with an accent on operational performance, customer satisfaction, and cross-functional coordination. Focus on resolving machine-down orders, improving lead times and delivery accuracy, managing pricing governance, and standardizing processes through KPI dashboards and business systems.
Location: Lively, Ontario, Canada
Company
Mining provides mining equipment, parts, and services through a global industrial business.
What you will do
- Lead and develop the Canadian Customer Support Centre team, including staffing, coaching, onboarding, succession planning, and performance management.
- Oversee customer service operations, service KPIs, responsiveness, customer escalations, and service recovery.
- Manage national open-order performance, prioritizing machine-down situations, critical orders, shortages, and strategic project orders.
- Coordinate with sales, logistics, sourcing, planning, warehousing, transportation, and field service teams to resolve supply and delivery issues.
- Support pricing strategies, customer price agreements, approvals, and pricing governance for Parts & Services operations.
- Improve processes, controls, SOPs, reporting, KPI dashboards, and operational standards using Aurora, SAP, and other business systems.
Requirements
- At least 5 years of leadership experience in customer service, parts support, order fulfillment, supply chain, aftermarket service, heavy equipment, industrial operations, mining, manufacturing, or a related environment.
- 3–5 years of experience leading, coaching, developing, or supervising a customer service, inside sales, order desk, CSSR, or operational support team.
- Strong knowledge of parts ordering, quotations, pricing, availability checks, order status, backorders, expediting, logistics, and customer escalations.
- Experience with CRM, ERP, reporting dashboards, Microsoft Office, and customer service systems.
- Strong customer communication, stakeholder alignment, commercial judgment, root-cause problem solving, process standardization, SOP development, and KPI management skills.
- Post-secondary education in business, supply chain, operations, engineering, commerce, or a related field is preferred; equivalent practical experience is considered.
Nice to have
- Lean, Six Sigma, APICS/CPIM/CSCP, project management, or customer experience training.
- Experience in mining equipment support, aftermarket parts, or order fulfillment.
Culture & Benefits
- Open-minded, diverse, and inclusive workplace that encourages idea sharing and innovation.
- Customer-focused decision-making with employee empowerment and performance management.
- Ongoing development and training opportunities.
- Comprehensive compensation package with a matching pension plan.
- Competitive health, dental, life, and disability benefits.
- Health, safety, sustainability, and ethical compliance are prioritized.
Hiring process
- Submit an application for requisition R0096402.
- Only candidates selected for an interview will be contacted.
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