Salary Range: $106,026-$152,413/year. The starting salary for this position would be determined with consideration of the successful candidate’s relevant education and experience, and would be in alignment with the provincial compensation reference plan. Salary will be prorated accordingly for part time roles.

Job Summary:

The Lead, Customer Relations and Promotions is a key liaison between customers and internal Supply Chain service providers to ensure service delivery meets customer requirements. This role proactively builds and maintains relationships with customers and works closely with all levels of stakeholders and staff to address customer needs and identify service improvement opportunities. The Lead manages Customer Service staff with a focus on guiding and directing staff in a manner that contributes to their motivation, morale, and commitment. The role monitors customer service inquiries and is the management point of contact for issue escalation from customers or the team. The role actively promotes BCCSS services by seeking opportunities for efficient service delivery, profiling customers, surveying Supply Chain performance, and analyzing data to support business decisions.

Duties/Accountabilities:

• Monitors customer service inquiries and is the point of escalation for customer issues by providing support and guidance in unclear situations.
• Works with internal Supply Chain owners to ensure customer inquiries are addressed in a timely manner, to identify process improvement opportunities and facilitate the timely delivery of services.
• Manages the Customer Service staff and provides leadership to the Customer Service Regional Team using effective management techniques such as coaching, mentoring, skill and leadership development, and performance management to support the achievement of required outcomes and ensure adherence to standards of quality and effective and timely service delivery. Investigates work and staff issues and initiates disciplinary action up to and including staff termination.
• Conducts business analyses and benchmarking and analyses service statistics to identify service improvement opportunities and trends. Makes ongoing recommendations and implements process improvements to support improved service delivery. Promotes services and new service delivery opportunities to health authorities and community customers.
• Ensures problem resolution and customer satisfaction through ongoing communication with all levels of stakeholders within the organization, by developing and maintaining productive working relationships within Supply Chain, and by liaising with customers on an on-going basis.  
• Monitors service performance to ensure annual goals and objectives are met. Develops performance reports for efficiency monitoring and reporting.  
• Evaluates the department’s ability to measure and improve customer needs by participating in activities to compare performance including improving business processes to optimize resources and meet customer needs, sharing information and responding to areas of dissatisfaction.
  
  

Qualifications:

• A level of education, training, and experience equivalent to a Bachelor’s Degree in Commerce or Management or related discipline plus a minimum of five (5) year’s related experience at a managerial level covering a broad spectrum of customer service and promotions functions with an emphasis on customer relationships management in health care or a related environment.
• Experience required providing leadership and working in a unionized environment.
• Demonstrated leadership skills and ability to work effectively within a multi-site, multi-sector environment. Strong communication and negotiation skills.
• Proven ability to solve complex operational issues and take prompt actions to address customer inquiries. Ability to facilitate change and lead projects.
• Demonstrated ability to exercise judgment when working within or outside of established processes and procedures.  
• Proven self-motivated decision maker who utilizes creative and effective problem-solving approaches to achieve desired result.  
• Ability to create a working environment that motivates staff and promotes team building.
• Excellent organizational skills including the ability to meet deadlines and prioritize workload to meet departmental and customer requirements.