Customer Service Manager - IT

The Customer Service Manager is responsible for managing support operations, resolving escalated issues, and driving process improvements to enhance service efficiency and customer satisfaction.

You'll do:

• Leading, mentoring and developing a team of IT support professionals, fostering a collaborative and high-performance culture.
• Serving as the primary contact for escalated customer issues, ensuring timely and effective resolution.
• Analyzing and improving current processes, implementing best practices to optimize service delivery.
• Developing and monitoring KPIs to assess team performance and customer satisfaction.
• Oversee staff training programs to ensure team members have the necessary skills and knowledge.
• 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.
• Gathering and analyzing customer feedback to identify trends and opportunities for service enhancement.

You'll have:

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

What will make you stand out:

• ITIL or other relevant certifications.
• Familiarity with project management methodologies.
• Bilingual French language skills are an asset.

Our highly competitive compensation package and outstanding benefits include:

• Benefits starting Day 1
• Competitive starting pay
• On-the-job training
• A culture that strongly believes in promoting from within
• Medical
• Dental
• Vision
• 401k with company matching & retirement contribution
• Employee Stock Purchase plan
• Life Insurance
• Disability Insurance
• Paid vacations and holidays
• Employee Assistance Program

Invitation to Apply:

If you are ready to build your career in a company that thrives on growth, a safe work environment, rewarding work, challenge, and opportunity, come build your career with us at West Fraser: www.westfraser.com

We thank all candidates for their interest; however, only those selected for an interview will be contacted. Please apply through our online application process as resumes will not be accepted at the site. No phone inquiries, please.

Offers of employment are contingent upon successful completion of a pre-employment background check, and a drug screen test.

West Fraser is a diversified wood products company producing lumber, OSB, LVL, MDF, plywood, pulp, newsprint, wood chips, and energy with over 60 facilities in Canada, the United States, and Europe. We are the largest lumber producer in North America, a leading global manufacturer of wood-based panels, and the world’s largest producer of oriented strand board (OSB).

We are a growing company, believe strongly in promoting from within, and pride ourselves on providing a challenging environment with continuous development. The successful candidate should be interested in future growth opportunities within the company. We offer a competitive benefits package including, medical, dental, vision, life insurance, short and long-term disability, 401-k savings plans with company match, and vacation.

West Fraser believes inclusive, diverse teams build a more vibrant workforce, safer operations, and a stronger company overall. We strive to create workplaces and leadership teams that are reflective of the diverse communities we are a part of. We will not discriminate against any applicant for employment on the basis of race, gender, national origin, or any other protected legal characteristic.

West Fraser is an Equal Opportunity Employer M/F/V/D & Drug-Free Workplace

Behaviors

Preferred

• Enthusiastic: Shows intense and eager enjoyment and interest
• Leader: Inspires teammates to follow them
• Team Player: Works well as a member of a group

Motivations

Preferred

• Self-Starter: Inspired to perform without outside help

Equal Opportunity Employer
This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.