At KDC/ONE, we are leaders in contract manufacturing and the largest manufacturer of deodorants in North America. At the heart of our values is excellence, which motivates us to make every effort to realize the projects of our clients. In addition to our major specializations, we continuously strive to innovate to design more than a thousand other beauty, health and hygiene products.

The mission we are proposing: The Director of Client Services is responsible for ensuring that the team delivers exceptional client service for established customers. Working closely with the kdc/one projects management team, the Director Client Services will deliver superior customer service by anticipating customer needs, resolving issues promptly and providing valuable information about products and services. The Director of Client Services will also work internally with counterparts in Marketing, R&D, QC/QA, Production & Warehouse departments to ensure smooth order processing and work to resolve any problems with orders, delivery dates or service.

An Overview Of Your New Position

• Build a talented and motivated team of client service managers and representatives, hiring, developing, training and managing the team
• Promote a safe working environment and adhere to health, safety and environmental procedures, company safety rules, good manufacturing practices (GMP’s), standard operating procedures (SOP’s) in line policies at all times
• Monitor and assign accounts to the client services team members, and handle key accounts as needed
• Serves as point of escalation for customer issues, developing action plans and leveraging site leadership to find solutions that minimize customer impact.
• Drives “one company” client services by leveraging sites’ knowledge and experience with new customers and assures new customers are met with similar experience from site to site.
• Develop, implement and maintain service level standard focused on reducing response times and providing high customer satisfaction.
• Ensure that clerical and administrative daily operation procedures remain productive and consistent with those of interacting departments.
• Oversee customer complaints while supporting team members to resolve the issues in a timely manner for their respective accounts
• Receive and respond to inquiries from other departments regarding customers and reconcile any issues affecting customer satisfaction
• Responsible for establishing, maintaining, tracking and reporting data and monthly KPI’s to management for the client services department and on specific accounts.
• Generates monthly KPI’s tracking customer inventory, OTIF and create root cause analysis when not on target
• Ensure continuous improvement of processes, systems, and communication to drive superior customer service ratings
• Partner with the project management organization to develop and implement customer support agreement and ensure adherence to contract once agreements are in place
• Support commercial hyper-care calls by providing projects overview and site focus for specific clients.
• Work closely with the Director of supply chain to ensure liabilities, inventory, planning and overall OTIF is optimal
• Works with purchasing and customer when a customer PO is placed out of lead time and needs to be expedited
• Attend Weekly Operations meetings to review open sales orders and sales order maintenance.
• Ensure follows up with finish goods that are past dues, in QC-status, provide reasons & resolution to report back to the customer.
• Ensure billing accuracy and works with A/R to bill for Storage, re-testing, testing, double set-ups.
• Coordinates any customer complaints/returns, issue credits & instructions for reworks
• Work with finance on customer liabilities, (pushouts, cancellations, or decreases)
• Other duties may be assigned by VPGM

You are the ideal candidate if you have

• Bachelor’s degree in business administration (B.B.A.), Science of Business Administration (B.S.B.A.) or in a related field
• Minimum 7+ years’ Client Service role experience in Consumer Products; preferably in cosmetics process manufacturing or an FDA regulated industry.
• Prior supervisory experience
• Required Advanced knowledge in QAD or other comparable ERP/MRP systems.
• Required Advanced reporting, designing and data analytic skills. Strong math skills: addition, subtraction, multiplication, and division
• Advance PC Knowledge i.e. MS Office Suite (Excel, Word, Outlook) is required.
• Strong French & English communications skills: speaking, reading, and writing. Ability to communicate clearly and thoroughly with Management and personnel and interpersonal relationships with employees at all levels.
• Ability to lead, thinks strategically, set, and achieve objectives, and influence organizational change. Strong time-management, organizational, planning people and leadership skills.
• Demonstration of a sense of urgency in achieving goals, contributing to business objectives, and responding to company needs.
• Self-Management and Good time-management skills displays initiative, effort excellent organizational and planning skills, and commitment towards completing assignments in a timely manner.
• Problem Solving: Identify options for solving a problem and evaluate the strengths and weaknesses.

What We Have To Offer You

• Complete coverage including vision, dental, medical, and more.
• Telemedecine/Telepharmacy
• RRSP: Your employer contributes up to 4% of your salary, corresponding to your contribution
• Bonus: Access to a bonus program based on our success as a company and your personal goals achieved.
• Onsite cafeteria for convenient and enjoyable meal breaks.
• Internal mobility and career development opportunities to develop your potential

Does the challenge speak to you? To learn more and apply, it’s right here… FOLLOW US ON : Facebook/ LinkedIn/ Instagram/ Site Web

REASON FOR WORKING IN EASTERN TOWNSHIPS:

• Here is the perfect balance. The dynamic balance that we all seek between the realization of our personal and professional dreams. The balance between proximity to major centers, with all the urbanity they provide, and rurality with its generous nature and diversified activities.
• Here, 40,000 students learn and develop skills through nearly 900 post-secondary programs and training and more than 100 vocational training programs. A wealth that generates creativity, a taste for going beyond and opening up to the world.
• Here, it is also health through the practice of activities of all kinds and through healthy lifestyles. Here, the playground is huge and nearby: peaks, trails, rivers, lakes, infrastructures and sports clubs. Whether you are a Sunday athlete or a high level athlete, you will find something to keep you in shape!
• Here, the landscapes of the Townships are varied and its nature is generous: lakes, rivers, mountains, vines, marshes, conifers, deciduous trees, valleys. Our bucolic landscapes encourage contemplation and letting go. In the fall, the landscapes ignite to create a panorama typical of southern Quebec.
• To simplify the text, the masculine is used in a neutral sense. Kdc/one is an equal employment opportunity employer for visible minorities and women. **