Senior Manager, Customer Service

Role Summary

Reporting to the Executive Vice President, Operations, the Senior Manager, Customer Service assumes leadership of the Customer Service function across Canada. This person ensures that we provide an exceptional customer experience, optimize order management processes and develop a high-performance team that directly contributes to the satisfaction of our customers and the growth of the company.

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 standards of service across all sites.
• Collaborate closely with sales, supply chain, production and logistics teams to meet customer commitments.
• Manage priority requests and situations requiring rapid intervention.
• Develop and monitor performance indicators (KPIs) to continually improve results.
• Oversee workforce planning, training, communication and team performance management.
• Support customer visits, complaints management and service recovery initiatives.
• Promote a safe work environment that meets company quality standards.
• Identify and implement continuous improvement initiatives promoting operational efficiency and customer satisfaction.
• Develop the Customer Service function by integrating best practices, technological tools and strategies to improve overall performance.

Requirements

• 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 similar field.
• Minimum of 5 years of experience in personnel management in a multi-site environment.
• Excellent understanding of customer service, order management and supply chain processes.
• Experience with an ERP, ideally SAP, and excellent command of the Microsoft Office suite.
• Strong analysis and performance indicator monitoring capabilities.
• Excellent leadership, communication and change management skills.
• Bilingual (French and English) to facilitate exchanges with the team outside Quebec and our international colleagues.

Benefits

Regular working hours Monday to Friday

Comprehensive benefits program whose premiums are entirely covered by the company.

• Career development and training opportunities
• Life insurance, disability and wellness program
• Retirement programs with company contribution

Paid vacation and personal days off!

• Employee discounts on Sika products
• Education reimbursement for employees
• Employee Referral Program
• We'll give you everything you need to excel in your role. You will benefit from a rare combination of autonomy and camaraderie, while being part of a professional team. We will give you responsibilities and provide you with an environment conducive to professional development and career advancement.
• From there, we'll trust you to do whatever it takes to achieve exceptional results. If you go above and beyond, we'll reward you with unparalleled support, a team of business developers and technical support experts.

Sika is committed to creating a work environment that supports, inspires and respects all individuals. As an equal opportunity employer, Sika will consider all qualified applicants without discrimination based on race, color, religion, sex, pregnancy, sexual orientation, gender identity, age, disability, national or ethnic origin, or any other protected characteristic.

We offer competitive salaries based on local market data as well as the workload and responsibilities specific to each role. Compensation is determined based on skills relevant to the position, as well as training and/or education. We are committed to maintaining fair and equitable compensation practices, in accordance with applicable laws and regulations.

Sika Canada discloses that it uses artificial intelligence (AI) tools to assist in the initial screening of applications, in accordance with Canadian federal and provincial regulations. However, we would like to emphasize that the AI does not make final decisions or eliminate candidates from consideration. Our dedicated hiring managers and recruiters carefully review all applications to ensure a fair and thorough evaluation process. This approach combines the efficiency of AI with the expertise and judgment of our experienced hiring team, allowing us to identify the best candidates while maintaining a human-centered hiring process.

• Office work involving regular interactions between different departments and sites.
• Occasional travel to Canada for meetings, training and client visits. (10% to 20%)
• Ability to manage multiple priorities in a fast-paced environment.
• Occasional availability outside of normal working hours to meet operational needs

About the Company

Sika is a specialty chemicals company with a world-leading position in the development and production of systems and products for bonding, sealing, damping, reinforcing and protecting in the building and industrial sector. Sika has subsidiaries in 103 countries, produces in more than 400 factories and develops innovative technologies for customers around the world. In doing so, it plays a crucial role in transforming the construction and transport industries towards greater compatibility with the environment. In 2024, Sika's approximately 33,000 employees will generate an annual turnover of 11.76 billion Swiss francs.