Customer Service Manager - IT at West Fraser in Memphis, TN | Kablio

Role

Description

team leadership

process optimization

escalation management

kpi monitoring

metrics reporting

feedback integration

Leading, mentoring and developing a team of IT support professionals, fostering a collaborative and high-performance culture.
Analyzing and improving current processes, implementing best practices to optimize service delivery.
Oversee staff training programs to ensure team members have the necessary skills and knowledge.
Serving as the primary contact for escalated customer issues, ensuring timely and effective resolution.
Collaborating with IT departments to integrate customer feedback into product and service enhancements.
Preparing and presenting regular reports on customer service metrics to senior management, highlighting trends and opportunities for improvement.
Developing and monitoring KPIs to assess team performance and customer satisfaction.
Gathering and analyzing customer feedback to identify trends and opportunities for service enhancement.

Requirements

itil

servicenow

active directory

microsoft 365

bachelor's

10 years

ITIL or other relevant certifications.
10 years of experience providing IT customer service management
Familiarity with project management methodologies.
Bachelor’s degree in Information Technology, Business Administration, or a related field.
Excellent communication and interpersonal skills, with proven ability to manage relationships and lead teams effectively.
Bilingual French language skills are an asset.
Strong understanding of IT support processes and technologies, including Microsoft Suite, Microsoft 365, and Active Directory.
Analytical skills to generate insights and drive strategic improvements.
Proficiency in customer service software and tools.
Experience with help desk software such as ServiceNow or equivalent.

Benefits

401k with company matching & retirement contribution
Employee Assistance Program
Paid vacations and holidays
Employee Stock Purchase plan
Benefits starting Day 1
Life Insurance
Competitive starting pay
On-the-job training
Disability Insurance

Training + Development

Information not given or found

Interview process

Information not given or found

Visa Sponsorship

Information not given or found

Security clearance

employment contingent on successful pre‑employment background check and drug screen test.

Company

Overview

1955

Year Established

The company was founded in British Columbia, marking its journey from a small planing mill to a global leader.

Over 60

Global Facilities

The company operates numerous facilities across North America and Europe, producing a wide range of wood products.

Supplies essential building materials to residential, commercial, and industrial construction markets.
Known for producing oriented strand board (OSB), plywood, and treated wood products for diverse applications.
Financially robust with listings on the Toronto Stock Exchange and consistent revenue from international markets.
Projects range from homebuilding materials to industrial-grade timber solutions across infrastructure sectors.
Stands out for vertically integrated operations, owning forests, mills, and distribution in a tightly controlled chain.
Merged with Norbord in 2021, expanding its engineered wood segment and European footprint significantly.

Culture + Values

Integrity: always doing the right thing, even when no one is watching.
Humility: recognizing that everyone has something valuable to contribute; listening, improving, open to learning and growth.
Teamwork: collaboration across countries and continents; good communication and cooperation among team members.
Frugality: smart and effective use of resources to maximize value and support sustainable growth.
Safety: prioritize highest standards; continuous improvement through training, technology and compliance.
Respect: foundational; valuing each individual’s contributions and cultivating mutual regard.
Competitiveness: striving for excellence, outperforming global competitors as a supportive team.
Fun: embracing a sense of fun to enhance creativity alongside dedication to excellence.

Environment + Sustainability

46.2% Reduction

Scope 1 & 2 Emissions Target

Reduction target for Scope 1 and 2 emissions by 2030, with a base year of 2019.

25% Reduction

Scope 3 Emissions Target

Reduction target for Scope 3 emissions by 2030, with a base year of 2020.

$50M Avg Annual

GHG Reduction Investment

Average annual capital investment in projects aimed at reducing greenhouse gas emissions.

2030 Investment Goal

Total Capital Commitment

Total investment of at least US $400 million by 2030 in GHG reduction projects.

Committed to Science-Based Targets Initiative (SBTi) validation in April 2023 for Scope 1, 2 and 3 GHG emission reductions.
Net-zero emissions goal in line with SBTi pathway before 2050.
Modernized corporate-wide forest management and fibre procurement policy in 2023.
Early adopter of Taskforce on Nature-related Financial Disclosure (TNFD), membership announced January 2024.
Achieved lowest rate in company history for serious injuries in 2023 (linked to sustainability report).

Inclusion & Diversity

15% Workforce

Women Representation

Efforts are underway to increase female representation within the workforce.

24% Employees

Underrepresented Identities

A significant portion of employees identify as underrepresented racial or ethnic groups.

8% Canadian

Indigenous Employees

A notable share of Canadian employees identify as Indigenous, reflecting targeted efforts in inclusion.

>100 Indigenous

Engaged Organizations

Partnerships and formal engagement processes are established with Indigenous communities and organizations.

Achieved pay equity; conduct annual pay‑review audits and review offers for new hires.
Provide women‑focused training and development: Women’s Forestry Congress, iEmpower, regional programs.
Recruitment and retention programs targeting Indigenous participation: scholarships, workforce readiness and mobility.
Goal to achieve Progressive Aboriginal Relations Gold certification by 2030.

Articles

Careers at West Fraser

Sustainability at West Fraser

Company Overview

Role

Description

team leadership

process optimization

escalation management

kpi monitoring

metrics reporting

feedback integration

Leading, mentoring and developing a team of IT support professionals, fostering a collaborative and high-performance culture.
Analyzing and improving current processes, implementing best practices to optimize service delivery.
Oversee staff training programs to ensure team members have the necessary skills and knowledge.
Serving as the primary contact for escalated customer issues, ensuring timely and effective resolution.
Collaborating with IT departments to integrate customer feedback into product and service enhancements.
Preparing and presenting regular reports on customer service metrics to senior management, highlighting trends and opportunities for improvement.
Developing and monitoring KPIs to assess team performance and customer satisfaction.
Gathering and analyzing customer feedback to identify trends and opportunities for service enhancement.

Requirements

itil

servicenow

active directory

microsoft 365

bachelor's

10 years

ITIL or other relevant certifications.
10 years of experience providing IT customer service management
Familiarity with project management methodologies.
Bachelor’s degree in Information Technology, Business Administration, or a related field.
Excellent communication and interpersonal skills, with proven ability to manage relationships and lead teams effectively.
Bilingual French language skills are an asset.
Strong understanding of IT support processes and technologies, including Microsoft Suite, Microsoft 365, and Active Directory.
Analytical skills to generate insights and drive strategic improvements.
Proficiency in customer service software and tools.
Experience with help desk software such as ServiceNow or equivalent.

Benefits

401k with company matching & retirement contribution
Employee Assistance Program
Paid vacations and holidays
Employee Stock Purchase plan
Benefits starting Day 1
Life Insurance
Competitive starting pay
On-the-job training
Disability Insurance

Training + Development

Information not given or found

Interview process

Information not given or found

Visa Sponsorship

Information not given or found

Security clearance

employment contingent on successful pre‑employment background check and drug screen test.

Company

Overview

1955

Year Established

The company was founded in British Columbia, marking its journey from a small planing mill to a global leader.

Over 60

Global Facilities

The company operates numerous facilities across North America and Europe, producing a wide range of wood products.

Supplies essential building materials to residential, commercial, and industrial construction markets.
Known for producing oriented strand board (OSB), plywood, and treated wood products for diverse applications.
Financially robust with listings on the Toronto Stock Exchange and consistent revenue from international markets.
Projects range from homebuilding materials to industrial-grade timber solutions across infrastructure sectors.
Stands out for vertically integrated operations, owning forests, mills, and distribution in a tightly controlled chain.
Merged with Norbord in 2021, expanding its engineered wood segment and European footprint significantly.

Culture + Values

Integrity: always doing the right thing, even when no one is watching.
Humility: recognizing that everyone has something valuable to contribute; listening, improving, open to learning and growth.
Teamwork: collaboration across countries and continents; good communication and cooperation among team members.
Frugality: smart and effective use of resources to maximize value and support sustainable growth.
Safety: prioritize highest standards; continuous improvement through training, technology and compliance.
Respect: foundational; valuing each individual’s contributions and cultivating mutual regard.
Competitiveness: striving for excellence, outperforming global competitors as a supportive team.
Fun: embracing a sense of fun to enhance creativity alongside dedication to excellence.

Environment + Sustainability

46.2% Reduction

Scope 1 & 2 Emissions Target

Reduction target for Scope 1 and 2 emissions by 2030, with a base year of 2019.

25% Reduction

Scope 3 Emissions Target

Reduction target for Scope 3 emissions by 2030, with a base year of 2020.

$50M Avg Annual

GHG Reduction Investment

Average annual capital investment in projects aimed at reducing greenhouse gas emissions.

2030 Investment Goal

Total Capital Commitment

Total investment of at least US $400 million by 2030 in GHG reduction projects.

Committed to Science-Based Targets Initiative (SBTi) validation in April 2023 for Scope 1, 2 and 3 GHG emission reductions.
Net-zero emissions goal in line with SBTi pathway before 2050.
Modernized corporate-wide forest management and fibre procurement policy in 2023.
Early adopter of Taskforce on Nature-related Financial Disclosure (TNFD), membership announced January 2024.
Achieved lowest rate in company history for serious injuries in 2023 (linked to sustainability report).

Inclusion & Diversity

15% Workforce

Women Representation

Efforts are underway to increase female representation within the workforce.

24% Employees

Underrepresented Identities

A significant portion of employees identify as underrepresented racial or ethnic groups.

8% Canadian

Indigenous Employees

A notable share of Canadian employees identify as Indigenous, reflecting targeted efforts in inclusion.

>100 Indigenous

Engaged Organizations

Partnerships and formal engagement processes are established with Indigenous communities and organizations.

Achieved pay equity; conduct annual pay‑review audits and review offers for new hires.
Provide women‑focused training and development: Women’s Forestry Congress, iEmpower, regional programs.
Recruitment and retention programs targeting Indigenous participation: scholarships, workforce readiness and mobility.
Goal to achieve Progressive Aboriginal Relations Gold certification by 2030.

Articles

Careers at West Fraser

Sustainability at West Fraser

Company Overview