Chef de service, Service à la clientèle

Job title: Chef de service, Service à la clientèle

About the Role Under the direction of the Operations Director, the role holder ensures the operational management of the customer service, including supervision of three supervisors and guiding a team of about ten representatives across multiple sites and provinces. The role focuses on performance, service quality, and continuous improvement of operational processes.

What You'll Do

• Lead, support and mobilize the three supervisors to ensure effective management of their teams.
• Ensure achievement of service performance objectives (customer satisfaction, response times, quality).
• Develop, update and enforce customer service policies, procedures and standards.
• Optimize internal processes to ensure a seamless and consistent customer experience.
• Ensure internal and external clear, structured and effective communication.
• Make recommendations by proposing customer satisfaction indicators to the Operations Director, track operational metrics, and implement concrete actions to improve performance.
• Ensure optimal use of the ERP system and CRM tools to support operations and improve efficiency.
• Collaborate with other departments (logistics, sales, production, finance, IT, etc.) to resolve recurring issues and harmonize processes.
• Actively participate in the digital transformation of the sector, including implementation or improvement of technological tools.
• Monitor, analyze and convey customer feedback to stakeholders to feed continuous improvement initiatives.
• Contribute to resource planning, workload distribution and management of the service's operational budget.
• Develop team skills (coaching, training plans, performance evaluations).

What We're Looking For

• Bachelor's degree (1st cycle) in a relevant discipline (administration, management, customer service, or equivalent).
• Minimum of 7 years of relevant customer service experience in a complex and bilingual environment, including at least 4 years in team management (supervisors, team leads or supervisors), with multisite or operational context.
• Proficiency with CRM software.
• Advanced Office Suite skills (Excel and Power BI).
• Significant ERP software experience (implementation, updates).
• Excellent communication, leadership and change management.
• Strong operational analysis, activity planning and problem solving in a customer service context.
• Strong customer orientation and ability to handle complex situations.
• Collaborative leadership, benevolence and ability to mobilize a diverse team.
• Fully bilingual, both spoken and written.

Compensation & Benefits

• Attractive retirement plan with employer contribution from day one.
• Competitive health coverage (medical, dental, optical and health savings account) from day one.
• Short- and long-term disability and mental health coverage.
• Maternity leave top-up and tuition reimbursement.
• 15 days of paid vacation from arrival (scheduled).
• Annual bonus.