Customer Service Manager - Container Division

Since 1980, Groupe TYT has been a leader in the transportation industry. With over 20 years of experience in intermodal warehousing, we have built a solid reputation thanks to our reliable service, human values, and team spirit.

Today, our large family includes more than 250 employees spread across 8 sites and 12 terminals throughout Quebec. And we continue to grow!

Why join our team?

We believe that employee well-being is essential. That's why we've invested heavily in expanding our administrative offices and mechanical workshop in Drummondville. Here you'll find:

✅ A modern, functional, and stimulating environment
✅ A cafeteria, gym, nature trail, and disc golf course
✅ A vegetable garden and chicken coop... yes, you read that right!

Do you like challenges and hate routine? This job is for you!

What we offer:

• 3 weeks of vacation upon hiring
• Comprehensive group insurance
• Pension plan with employer contribution
• Clothing allowance of over $400
• Access to baskets of fresh vegetables and eggs at low prices (during the season)

Your daily routine in this role:

The Customer Service Manager is responsible for planning, coordinating, and strategically managing all customer service activities. He/she ensures exceptional service delivery while contributing to the achievement of organizational objectives in terms of customer satisfaction, loyalty, and operational efficiency.

Here's what you'll be doing:

• Develop and implement the company-wide customer service strategy.
• Supervise, coach, and motivate the customer service team.
• Develop, implement, and monitor key performance indicators (KPIs) and put action plans in place to improve customer satisfaction.
• Manage major complaints and complex or sensitive situations with diplomacy.
• Collaborate with operations, IT, and sales departments to optimize the customer experience.
• Design and deliver ongoing training for customer service teams.
• Actively participate in the development of policies, procedures, and service standards.
• Prepare management reports and make recommendations to senior management.

Your profile:

• Bachelor's degree in management, administration, or a related field (an asset).
• Minimum of 7 to 10 years of experience in customer service management, including 3 to 5 years in a management position.
• Experience in container and/or maritime transport (a major asset) or in truck transport.
• Relevant experience in import/export.
• Motivational leadership, customer focus, and excellent communication skills.
• Strong analytical, problem-solving, and change management skills.
• Action-oriented profile.
• Bilingualism (French and English) required, both spoken and written.
• Proficiency in computer tools (Unicom, Office 365).

Your schedule:

• Position Monday to Friday from 8 a.m. to 5 p.m.
• 40-hour week.

Ready to join the TYT family?