Control Tower Jobs in Quebec (NOW HIRING)

CEVA Logistics est l'une des principales entreprises de logistique au monde, avec plus de 1 500 installations dans plus de 170 pays, offrant une gamme complete de services de logistique contractuelle, de fret international, de transport et de gestion de la distribution. Elle propose un soutien a la chaine d'approvisionnement, ainsi que des services de consultation logistique, des solutions adaptees aux secteurs specifiques, une gestion du fret a l'echelle mondiale et la mise en place de systemes.

Chez CEVA, nous placons les personnes au premier plan et nous nous efforcons d'ameliorer nos methodes dans tout ce que nous faisons.  Notre culture repose sur l'Audace, l'Imagination, l'Exemplarite et l'Excellence. Ces valeurs fondamentales faconnent notre environnement de travail, qui reunit 110 000 collaborateurs diversifies et solidaires. Ensemble, nous nous encourageons mutuellement, nous nous responsabilisons et nous nous efforcons de creer un espace de travail inclusif et securise.

CEVA Logistics is one of the leading logistics companies globally, with over 1,500 facilities in more than 170 countries offering a complete range of contract logistics, freight forwarding, transportation and distribution management services. It offers supply chain support, along with logistics consultation, industry specific customization, global level freight management and system implementation. 

At CEVA, we put people first and we strive for better ways in everything we do; our culture is embodied by Boldness, Imagination, Exemplary and Excellence. With these values at the core of our business, our workplace employs 110,000 diverse, cohesive team members who hold each other accountable and encourage each other to create a safe, and inclusive work environment.

VOTRE ROLE

CEVA s'engage a fournir un service client reactif, de haute qualite et personnalise sur tous les canaux de communication, en s'ameliorant continuellement pour garantir une experience fluide et exceptionnelle. La Tour de Controle renforce cette mission en offrant des services avances de support et de suivi aux clients cles, soutenant leurs initiatives d'amelioration continue et l'excellence operationnelle.

CE QUE VOUS FEREZ:

• Communication & Relation Client

Gerer proactivement la communication client en repondant aux demandes, en anticipant les retards et en assurant des reponses dans les delais (SLA), tout en adaptant les echanges selon la typologie du client et la representation 4PL.

Etablir des relations solides par un engagement direct, la participation aux QBRs, et la transformation des retours clients en actions concretes pour les operations, avec suivi des KPIs.

• Amelioration Continue & Verification des Besoins Clients

Garantir la satisfaction client en comprenant les exigences, en gerant l'integration via le processus Handshake, et en maintenant des SOPs precises et a jour.

Stimuler l'amelioration continue en appliquant les politiques CEVA, en identifiant des ameliorations d'outils/processus, et en actualisant les devis et frais locaux.

Soutenir les initiatives clients via des collaborations basees sur les donnees, des etudes de faisabilite et d'economies, une planification de transport optimisee en CO, et le developpement de tableaux de bord.

• Gestion de Crise & Reclamations - Premier Niveau

Gerer les crises et reclamations de premier niveau en resolvant les problemes, en traitant les retards, frais, et en communiquant proactivement sur les reclamations et ecarts.

Coordonner etroitement avec les clients en cas de perturbations, realiser des analyses de risques, et surveiller les expeditions sensibles pour garantir une resolution rapide.

• Vente & Suivi de Rentabilite

Accroitre la rentabilite en proposant des services additionnels, en identifiant des opportunites commerciales, et en analysant la rentabilite des expeditions pour les clients dedies.

Ameliorer l'efficacite operationnelle par la planification des capacites, le suivi de la performance de bout en bout, l'analyse des KPIs, et le lancement de projets d'amelioration continue.

• Role d'Expert

Gerer les reservations centralisees des clients en les qualifiant, en creant les ordres de transport, et en coordonnant avec les equipes regionales.

Appliquer une expertise en planification de transport, gerer les exceptions de commandes, partager des mises a jour marche, et assurer une transmission fluide aux operations.

• Ambassadeur Digital

Promouvoir et soutenir l'adoption des outils digitaux comme myCEVA, en contribuant a leur mise en uvre et a l'amelioration continue du service client.

Faciliter le partage des bonnes pratiques et la collaboration interservices pour garantir une communication et un retour d'information efficaces.

• Execution de la Gestion de Service

Offrir un service client exceptionnel en surveillant activement les expeditions, les taches et les indicateurs de performance, en assurant le suivi des rapports et KPIs.

Renforcer les relations clients par une communication reguliere, des revues commerciales, une collaboration interservices, et une planification proactive alignee aux engagements contractuels.

• Contribution Active a la Bonne Execution

Assurer une execution de service de qualite et la satisfaction client en prenant des decisions reflechies, equilibrant les besoins du client et les objectifs de l'entreprise.

Communiquer les messages difficiles de maniere constructive, rechercher les meilleures alternatives, et soutenir l'equipe dans l'atteinte des objectifs de performance.

CE QUE NOUS RECHERCHONS:

• Formation postsecondaire, niveau collegial
• Experience averee de plus de 5 ans dans la gestion d'equipes service client (Customer Service Manager) ou dans des postes individuels tels que Key Account Manager Operationnel, Expert Client
• Maitrise des outils MS Office et applications
• Flexibilite, capacite d'adaptation au changement, resilience
• Competences en resolution de problemes, pensee critique et gestion des conflits
• Attitude positive / sens des responsabilites / intelligence emotionnelle (detection de l'humeur client, maitrise de soi, adaptation du langage et du ton)
• Esprit d'equipe - capacite a federer, fort esprit collaboratif
• Competences en leadership bien developpees

YOUR ROLE:

CEVA is committed to delivering responsive, high-quality, and personalized customer service across all communication channels, continuously improving to ensure an effortless and exceptional experience. The Control Tower enhances this mission by offering advanced support and monitoring services to key customers, driving their ongoing improvement initiatives and service excellence.

WHAT YOU WILL BE DOING:

• Communication & Customer Relationship building

Proactively manage customer communication by addressing queries, forewarning delays, and ensuring timely responses within SLA, while tailoring interactions to customer typology and 4PL representation.

Build strong relationships through direct engagement, participation in QBRs, and translating customer input into actionable insights for operations, supported by KPI tracking and reporting.

• Continuous Improvement and verification that customer needs are met and project ad-hoc requests

Ensure customer satisfaction by understanding requirements, managing onboarding through the Handshake process, and maintaining accurate SOPs and service standards.

Drive continuous improvement by deploying CEVA's customer service policies, identifying process/tool enhancements, and keeping quotes and local charges current.

Support customer initiatives through data-driven collaboration, feasibility and savings studies, CO-efficient transport planning, and dashboard development for performance monitoring.

• First level crisis & complaint management

Handle first-level crisis and complaint management by troubleshooting issues, managing delays, fees, and proactively communicating claims and deviations to customers.

Coordinate closely with customers during disruptions, perform risk analysis, and monitor time-sensitive shipments to ensure swift resolution and service continuity.

• Upselling & Monitoring of Profitability

Drive profitability by upselling value-added services, identifying business growth opportunities, and reviewing shipment profitability for dedicated customers.

 Enhance operational efficiency through capacity planning, end-to-end performance monitoring, KPI analysis, and initiating continuous improvement projects based on customer and operational feedback.

• Expert Role

Manage centralized customer bookings by qualifying, creating, and monitoring transport orders, coordinating with regional teams, and securing approvals when needed.

 Apply transport planning expertise, handle purchase order exceptions, share market updates, and ensure smooth handover of transport orders to Operations.

• Digital Ambassador

Promote and support the adoption of digital tools like myCEVA, contributing to the implementation and continuous improvement of customer service technologies.

Facilitate best practice sharing and cross-department collaboration to ensure effective communication and feedback throughout the organization.

• Service Management Execution

Deliver exceptional customer service by actively monitoring shipments, tasks, and performance metrics, ensuring reports and KPIs are followed up to meet departmental goals.

Foster strong client relationships through regular communication, business reviews, cross-department collaboration, and proactive planning to align services with contractual commitments and future needs.

• Actively contribute to ensure and monitor the right execution in terms of:

Ensuring high-quality service execution and customer satisfaction by making thoughtful decisions that balance customer needs with company goals.

Communicating challenging messages constructively, seek optimal solutions, and support the team in achieving departmental performance targets.

WHAT ARE WE LOOKING FOR:

• Post secondary education, college level.
• Extensive and proven experience of +5 years leading/managing customer service teams (as Customer Service Manager) or on individual positions such as Operational Key Account Manager, Client Expert
• Knowledge of MS Office tools, apps
• Flexibility, ability to adapt to change, resilience
• Problem-solving, critical thinking, and conflict resolution
• Positive attitude / Ownership attitude Emotional Intelligence (to detect customer mood, self-control, adapt language and tone, etc)
• Teamwork - teambuilder, strong team player Well-developed leadership skills

Chez CEVA, nous nous engageons a creer un environnement de travail sur et sain.

Nous offrons :

• Un programme de remuneration competitif
• Des avantages complets en matiere de sante et de soins dentaires
• Des opportunites de developpement professionnel
• Une formation continue

CEVA est un employeur offrant l'egalite des chances, s'engageant a ne discriminer aucun employe ou candidat a l'emploi. Nous valorisons une main-d'uvre diversifiee et inclusive. Des accommodements sont disponibles sur demande pour les candidats en situation de  handicap participant a toutes les etapes du processus de selection.

                    Nous remercions tous les candidats pour leur interet. Toutefois, seuls les candidats retenus seront contactes pour un entretien.

At CEVA we are committed to creating a safe and healthy work environment. We offer: 

• A Competitive Compensation PackageComprehensive Health & Dental Benefits
• Professional Development Opportunities
• Continuing Education

 CEVA is an equal opportunity employer who agrees not to discriminate against any employee or job applicant and is committed to a diverse and inclusive workforce. Accommodations are available upon request for candidates with disabilities taking part in all aspects of the selection process. We thank all candidates for applying, however, only successful candidates will be contacted for an interview.