Customer Service Manager
Current- Drives operational excellence while keeping a safety-conscious environment that promotes end-to-end exceptional customer service, resulting in employee and customer safety and well-being- Be a safety advocate: Look for safety concerns and address them as needed- Establish team and individual goals in support of departmental and company objectives; Coaches and mentors frontline team members in skill development, customer service elevation and company culture behaviors- Establishes and promotes effective relationships with team members that fosters compassion, authenticity, integrity, respect and dignity- Effectively allocates resources and provides appropriate support to enable teams to deliver on operational goals in a safe manner- Ensure the ongoing safety and reliability of our operation by conducting self-audits, observations, root cause investigations and other related safety engagements- Promote effective communication among departments to engage our team to work together to achieve common goals.- Familiarity with Joint Collective Bargaining Agreement (JCBA) and ensure team members adhere to corporate policy/procedure - Embrace the core values: (Passion, commitment, efficiency, reliability, dependability, optimism, honesty, positivity, and loyalty)- Manage escalated service issues and be visible to your team members when problems arise- Deliver key corporate and local information to frontline leaders in an efficient and effective manner. Set the expectations and ensure team members understand the why behind the focus/criticality.- Ability to learn and apply union contract rules/regs in daily interactions with frontline team members and local union leaders
