Manager, Customer Value Centre and Truck Modal Distribution

Manager, Customer Value Centre and Truck Modal Distribution

Requisition

Location:

Calgary, AB, CA, T2C 5G9

Pay Type:

Salary

Position type:
Full-time / Salary

Travel Requirement: 11-20%

Reporting to the Director - Logistics Cement, the Manager, Customer Value Center (CVC) and Truck Modal Distribution leads a centralized customer facing team responsible for the completion of all cement order/delivery services including logistics and transportation for shipments across Western Canada. This encompasses the sourcing and management of numerous contract trucking relationships to support order fulfillment/deliveries market wide. The Manager provides leadership, motivation, development, and direction for the CVC team ensuring delivery of top‑notch service for all Customer, Plant, and Terminal touch‑points and interactions managed by the Center.

Provides leadership for the safe, quality assured, environmentally‑friendly, reliable and low‑cost delivery of Lafarge’s products to both customer and intermediate storage options as per the supply plan. The Manager must also work closely with Sales, Manufacturing, Procurement, Finance, Credit, and Logistics organizations to ensure the success of the business unit’s objectives. The Manager is also accountable for the administration and resolution of customer accounts and truck freight payables, including the resolution of invoices under investigation (IUI’s) and minimizing unapplied cash and open credits.

• Provides direction to the CVC Manager and supports all aspects of employment relationship for employees including but not limited to recruitment and selection (with HR), performance management, training and development, and discipline if/when required.
• Selects opportunities to improve shipping schedule to minimize delivery times. Oversight of transportation optimized by source, customer and margins to minimize cost of delivery
• Drives all negotiations for road transport with third party carriers.
• Support the Director and SVP Commercial in strategy discussions related to transportation
• Ensures compliance to new service quality standards and service level agreements.
• Manages customer satisfaction measurements and recommends actions to improve satisfaction scores. Investigates and resolves complex customer service issues.
• Assures the timely and accurate entering and maintenance of all freight rates and accessorial charges and adjustments in SAP.
• Assures regular audit, management and maintenance of carrier payables.
• Develops and implements continuous improvement processes and strategies for CVC.
• Responsible for departmental budget development, monitoring, and analysis and explanation of variances.
• Accountable for Truck carrier management & contract negotiations. Monitor Carrier service level agreements.
• Reviews unrecovered accessorial charges report with Territory Sales Manager, Major Market Manager or District Sales Manager to determine if charges can be passed through to customer.
• Reports monthly department activity to Cement Management team: including, department performance against Key Performance Indicators (KPIs) (carrier management, sales reports, unnatural moves, etc.)
• Demonstrate a commitment to communicating, improving and adhering to health, safety and environmental policies in all work environments and areas. Promote a culture of safety and exhibit these behaviors.

Education: Post‑secondary education or equivalent experience will be considered.

Field of Study Preferred: Business, Engineering, or a related discipline.

Required

Work Experience:

At least 7 years of experience in the cement or transportation industries. Prior field sales experience and/or experience in distribution and Customer service experience preferred.

Required Technical

Skills:

Demonstrated strong application user skills for MS Office Suite of products including Excel, Word, and PowerPoint at intermediate level. Experience using SAP or an alternate ERP system preferred.

Travel Requirements: 20%

Additional Requirements: Trips to meet with carriers, key customers and sales force to identify and incorporate service improvement opportunities. Provide…