Customer Service Logistics Manager
Vancouver, BC, CA
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The Customer Service & Logistics Manager (CSLM) is the point person for providing customer solutions for the efficient supply of our aggregate business.

  • This includes : creating or assisting in the development of long-term material and logistics sourcing strategies and the annual sales production balance process;
  • effectively managing the day-to-day operations of the dispatch, shipment and delivery services.

    The CSLM is a key person in the management of our aggregate supply; away from a traditional order fulfillment function to a customer focused, value added service offering.

    The CSLM will leverage emerging digital trends to create new offerings for an improved customer delivery experience.

    The CSLM is an integrator and facilitator working closely within the aggregate product line and with other product line staff to ensure effective customer and logistics solutions are coordinated and delivered.

    The CSLM may also lead or participate in special projects that cross geographic areas, product lines or functions to deliver a safe and cost effective operation.


  • Safety : Responsible for ensuring all hired transporters comply with safety standards set out by . Ensures hired transporters remain compliant to local and national safety programs.
  • Ensures all aspects of his / her role are executed in a safe manner. Obeys safety guidelines when on construction sites and Lafarge operations.

    Displays leadership in promoting the safety culture of LafargeHolcim. Responsible for conducting Incident investigations and reporting in regards to Haulers.

    Management of the Safe Trucker Program for the Market Area, including overseeing the rollout of the annual Orientation and administration of information collection and record maintenance.

    Responsible for communication of Safety concerns, toolboxes, and actionable items to hired haulers.

  • Transportation Management : Establishes and maintains win-win relationships with transporters to provide the best transportation services at the lowest sustainable cost.
  • Identifies opportunities to lower freight rates (e.g. through backhauls, leveraging larger equipment, seeking opportunities for RFP, etc.

    Ensures system is in place to provide freight rates for zone maps, large projects, and annual supply contracts that maximizes profitability while also promoting stability in the transportation market.

    Review and onboarding of new hired haulers.

  • Sales / Production Balance : Manages the Sales Production Balance process. Prepares inventory projection analysis monthly to communicate product shortfalls and surpluses with the local management team.
  • Incorporates production plans from Plant Managers with Sales Forecasts from Territory Sales Managers to project inventory balances by product, by plant and by month.

    Facilitates communication between key stakeholders monthly through the ROCK Sales Production Balance process to optimize trade-offs between production costs, product quality, customer service, revenue generation and inventory value.

  • Customer Service and Dispatch Management : Analyze customer service related information and evaluate the results to choose the best resolution and alternatives to customer service challenges, and to identify opportunities to improve the customer service experience.
  • Ensure all customer service activities support the strategic objectives of the organization. Manages COD sales. Resolves any delivery concerns & disputes with customer and hauler.

    Works closely with Scale staff, Sales, ASSR, Nabs / Billing Coordinator to resolve billing issues in a timely manner.

  • Supply Chain Coordination and Administration : The market area process owner for ensuring an exceptional customer service experience through effective utilization of the SAP and Apex platforms.
  • Monitors data flow and coordination of functions along the supply chain (inventory, order, dispatch, delivery, invoicing) to identify critical tasks, process gaps and training needs.

    Direct involvement with Marine and Plant managers on Supply Chain management and scheduling to ensure OTIFIC, and that material requirements are fulfilled.

  • Scale Personnel Management Management of the Scale and Fill site employees at all sites, including staffing, scheduling, and training process.
  • Relationship with Other Jobs :

  • Internal : Works closely with Commercial Manager and Territory Sales Managers, Operations Manager and Plant Managers, Materials Performance (Quality) and Credit & Collections personnel.
  • Coordinates closely with other product line logistics personnel (e.g. RMX, Asphalt) to ensure customer service deliverance and logistics solutionsHealth & Safety (transportation)

  • External : Truck Transportation SuppliersTransportation Authorities &Associations
  • Specific Accountabilities :

  • Transportation road safety compliance
  • Safe Trucker Program
  • Incident Investigation and reporting
  • Transportation supply contracts
  • Sales Production Balance process and monthly report
  • Logistic master data including carriers, trucks and haul rates
  • Command Apex management
  • Management of Transportation Management Systems, In Vehicle Management Systems
  • Front Line Staff management
  • Dimensions :

  • 3MM Tons of aggregate sales
  • $10MM of freight expenses
  • 16 direct reportsScalers and Fill Site MonitorsDispatchersFreight Coordinator
  • Qualifications

    Education & Work Experience :

  • University degree preferably in business administration, logistics or supply chain management OR a combination of suitable skills and experience.
  • MBA would be considered an asset.

  • Strong outsourcing and contractor management experience
  • Experience in utilizing new technology to improve dispatching, logistics and customer value add services in transportation management and road safety preferred
  • Knowledge of construction industry and / or transportation industry is an asset, but not essential.
  • 5+ years of relevant work experience.
  • Knowledge & Skills :

  • People management skills and team leadership
  • Excellent interpersonal skills able to develop effective working relationships internally and externally.
  • Strong customer focus.
  • Excellent problem solving and analytical skills.
  • Results oriented. Disciplined and process-oriented.
  • Strong Excel / analytical skills and exposure to SAP (or similar ERP) considered an asset.
  • Leadership & Managerial Competencies :

  • Excellent written and oral communication skills; ability to communicate effectively / convincingly at all levels (including technical and operational) and with all functions.
  • Highly effective time management, planning and organization skills; ability to manage multiple tasks and priorities and drive tasks to completion in a fixed time-frame and in a pressured environment.
  • Ability to work with cross-functional teams and build relationships across multiple functions, product lines, regions and cultures.
  • Ability to deal with ambiguities, conflicts and adversarial relationships.
  • Strong negotiations skills.
  • Ability to assess potential and risks associated with supplier and market changes, and integrate with category and sourcing strategies.
  • Proven ability in analysis and interpretation of data.
  • Proven ability to identify problems quickly, make sound judgments, establish and implement solutions.
  • As part of our dedicated focus on the health and safety of all employees, a pre-employment medical, including drug and alcohol testing and a criminal record check, may be required.


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