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West Fraser · 1 day ago

Customer Service Manager - IT

Memphis, TN

Full-time

Onsite

Senior Level, Lead/Staff

10+ years exp

West Fraser is a diversified wood products company producing lumber and other products. The Customer Service Manager is responsible for managing support operations, resolving escalated issues, and driving process improvements to enhance service efficiency and customer satisfaction.

ForestryPaper Manufacturing

Comp. & Benefits

Responsibilities

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

Qualification

IT customer service managementHelp desk softwareIT support processesAnalytical skillsCustomer service softwareITIL certificationBilingual FrenchProject management methodologiesCommunication skillsInterpersonal skills

Required

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

Preferred

ITIL or other relevant certifications

Familiarity with project management methodologies

Bilingual French language skills are an asset

Benefits

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

Company

West Fraser

With more than 50 facilities in Canada, the United States, the United Kingdom and Europe, West Fraser produces lumber, engineered wood products (oriented strand board, laminated veneer lumber, medium-density fibreboard, plywood and particleboard), pulp, newsprint, wood chips and other residuals, while promoting sustainable practices across its operations.

Founded in 1955

Quesnel, British Columbia, CAN

10001+ employees