Description

• Coach, train, and hold the customer care team accountable to drive continuous performance improvement.
• Serve as the escalation point for complex service or delivery issues, ensuring timely and effective resolution.
• Analyze daily order activity to identify and implement process improvements that reduce errors, delays, and inefficiencies.
• Provide insights and reports to the Operations Manager and senior leadership to inform strategic planning and operational decisions.
• Document service issues, team performance metrics, and customer feedback to support continuous improvement initiatives.
• Champion a customer-first mindset and ensure compliance with safety standards, regulatory requirements, and Amrize’s internal policies.
• Monitor key performance indicators (KPIs), analyze trends, and implement corrective actions to enhance service efficiency and quality.
• Collaborate cross-functionally with Dispatch, Sales, Operations, and Quality teams to ensure seamless and accurate service delivery.
• Lead regional adoption and training for Concrete Direct, transitioning customers to digital ordering platforms and tracking performance metrics.
• 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.

Requirements

• Strong interpersonal and communication skills; able to coach others while fostering accountability.
• Willingness to work flexible hours based on operational needs.
• High attention to detail, sense of urgency, and ability to work under pressure in a fast-paced environment, as well as manage multiple priorities.
• Experience in driving change initiatives, particularly involving process improvement or digital adoption.
• Successful candidates must adhere to all safety protocols and proper use of Amrize approved Personal Protection Equipment ("PPE"), including but not limited to respirators. Employees that are required to wear respirators must be clean shaven where the respirator seal meets the face in order to pass the qualitative and quantitative fit tests.
• Familiarity with systems such as Command, Concrete Direct, GPS tools, and customer call management systems is an asset.

Benefits

• Financial support for new parents beyond statutory benefits
• Healthy Living support through an Employee and Family Assistance Program (EFAP), offering confidential assistance for work, health, or life challenges
• Service recognition awards to celebrate your contributions
• A collaborative work culture in a supportive and team-oriented work environment
• A generous Pension Plan designed to support you through various stages of your career and life
• Access to voluntary programs like RRSP and TFSA for future financial planning
• Perks & discounts on a variety of products and services
• An inclusive and welcoming environment where everyone can be themselves
• Flexible Health & Dental benefits coverage for you and your dependents
• Access to online learning platforms, financial educational assistance, and a culture that fosters career growth and opportunities
• Company-provided personal protective equipment ensuring your safety and comfort on the job where applicable.
• Easy access to mental health and well-being support

Training + Development

Interview process

Visa Sponsorship

Security clearance