Manager, Customer Service

Manager, Customer Service

- Join a leading global company

- Permanent employment which includes a huge range of additional benefits

- This role can be based in Montreal, Quebec or Chicago, Illinois

- For Illinois-based roles the expected global salary is $143,000-$171,000

About the role

Finding better ways™ to provide the materials the world needs.

We are looking for a Manager, Customer Service to deliver excellent customer service through strong communication and stakeholder engagement skills at all times in relation to the sales of Aluminium in the Atlantic region.

This role is a great opportunity to ensure clear communication channels and engagement with all internal and external bodies, including customers, port agents, logistics companies and other internal departments such as commercial service, logistics, sales and finance to coordinate deliveries and ensure contractual obligations are met.

Reporting into the General Manager, Atlantic Aluminium Sales, you will be responsible for:

- Providing strategic leadership to the Atlantic customer service team and optimizing the CTC process, proactively managing and resolving CTC issues.

- Working with Sales Directors and Commercial Services to optimize and standardize new contracts – Sales terms, Incoterms, payment terms

- Proposing operational solutions to Sales teams to support contract negotiation and strengthen competitive advantage

- Good understanding of exposure and risks and providing solutions for mitigation

- Driving automation and overall improvements to the CTC process through various initiatives working with larger commercial team

- Collaborating and being innovative in developing projects to improve and streamline the CTC process, creating and building dashboards for analysis and performance review

- Cas collection from customers, managing timely payment with customers

- Defining processes and measuring the collection processes to improve cash delivery

- Resolving customer-related issues through working with various stakeholders

- Ensuring thorough training and coaching of the Customer Service team to understand customer demand patterns, forecasts, and end-market knowledge; providing market intelligence through customer interactions.

Supply Chain

- Providing leadership solutions to shipping and customer-related issues

- Establishing standard processes across the various smelters in terms of shipment allocation, invoicing and collection to optimize working capital.

- Forward planning and execution of initiatives to continuously optimize working capital through engagement with various stakeholders: Customer service, Portfolio, Sales, Metal Management, Marine & Logistics and Commercial and Digital Services.

Other Skills and Experiences

- Develop objectives and development plans for the team and monitoring regularly.

- Conduct regular one on one with direct reports and once removed to provide feedback, coaching and guidance for development.

- Understanding of shipping standards, INCO terms and other contractual requirements.

About You

To be successful in this role, we are looking for the following:

- A background in Customer Service, scheduling, inventory management and customer fulfilment with +10 years of proven people management skills and experience is essential for this role.

- University degree in Supply chain, Business or relevant education

- Excellent verbal and written communication skills and ability to reach out and interact at all levels in the organization.

- Proven organization and problem-solving abilities.

- Proven leadership and people management skills. This role will manage employees in Canada, US, and Europe.

- Exposure and knowledge of the primary metals industry.

- Experience in customer service, logistics and supply chain management.

- High level of attention to detail and accuracy.

- Effective time management and meeting strict deadlines.

- Ability to think outside of the box and synthesize the big picture.

- Ability to make decisions and resolve issues; achieving win-win solutions.

- Able to handle pressure situations and make clear and rational decisions.

- Exposure to SAP systems, analysis tools and customer database management.

- Exposure and knowledge to recycling and trading companies is a plus but not required.

What We Offer

- Inclusive Environment: A safety-focused and inclusive working environment.

- Competitive Salary: Advantageous salary package with annual incentive awards.

- Health Programs: Comprehensive medical, dental, vision, and life insurance coverage.

- Retirement Savings: Up to 6% company contribution and generous 401(k) matching.

- Employee Share Program: Opportunity to purchase Rio Tinto shares.

- Leave Policies: PTO, paid holidays, bereavement leave, and caregiver leave.

- Discount Programs: Access to wellness and lifestyle discount programs.

- Support Programs: Employee Assistance Program (EAP) for personal and family support.

- Career Development: Opportunities for learning, growth, and career advancement.

Where you will be working

Built around a dedicated hub in Singapore and regional offices in Chicago and Frankfurt, our commercial teams are entrepreneurial, fast-paced and highly specialized part of our business.

Our team has a deliberately open and entrepreneurial culture where we reward the creation of value through innovation and risk taking. You get to work alongside inspiring and creative colleagues and learn and grow every single day.

#LI-Hybrid

About Rio Tinto

Rio Tinto is a leading global mining and materials company. We operate in 35 countries where we produce iron ore, copper, aluminium, critical minerals, and other materials needed for the global energy transition and for people, communities, and nations to thrive.

We have been mining for 150 years and operate with knowledge built up across generations and continents. Our purpose is finding better ways to provide the materials the world needs – striving for innovation and continuous improvement to produce materials with low emissions and to the right environmental, social and governance standards. But we can’t do it on our own, so we’re focused on creating partnerships to solve problems, create win-win situations and meet opportunities.

Every Voice Matters

At Rio Tinto, we particularly welcome and encourage applications from Indigenous Peoples, women, the LGBTQIA2 community, mature workers, people with disabilities and people from different cultural backgrounds.

We are committed to an inclusive environment where people feel comfortable to be themselves. We want our people to feel that all voices are heard, all cultures respected and that a variety of perspectives are not only welcome – they are essential to our success. We treat each other fairly and with dignity regardless of race, gender, nationality, ethnic origin, religion, age, sexual orientation or anything else that makes us different.

À propos de Rio Tinto

Rio Tinto est un chef de file mondial du secteur des sociétés minières et des matériaux. Nous sommes établis dans 35 pays où nous produisons du minerai de fer, du cuivre, de l’aluminium, des minéraux critiques et d’autres matériaux nécessaires à la transition énergétique mondiale et à la prospérité des personnes, des communautés et des nations.

Nous exerçons nos activités depuis 150 ans, en nous appuyant sur les connaissances accumulées au fil des générations et sur les différents continents. Notre mission – trouver de meilleures façons de fournir les matériaux dont le monde a besoin – nous guide dans notre quête d’innovation et d’amélioration continue, dans le but de fabriquer des produits à faibles émissions et répondant aux bonnes normes environnementales, sociales et de gouvernance. Mais comme nous ne pouvons pas y arriver seuls, nous nous attachons à créer des partenariats nous permettant de résoudre des problèmes, de créer des situations mutuellement avantageuses et de saisir des occasions.

Chaque voix compte

Chez Rio Tinto, nous accueillons favorablement et encourageons les candidatures d’Autochtones, de femmes, de membres de la communauté LGBTQ2S+, de travailleurs âgés, de personnes handicapées et de représentants d’origines diverses.

Nous sommes déterminés à créer un milieu inclusif où les employés se sentent à l’aise d’être eux-mêmes. Nous souhaitons de plus que chacun ait l’impression que sa voix compte, que toutes les cultures sont respectées et que les points de vue, aussi variés soient-ils, sont non seulement bienvenus, mais également essentiels à notre succès. Nous nous traitons mutuellement avec équité et dignité, sans égard à la race, au genre, à la nationalité, à l’origine ethnique, à la religion, à l’âge, à l’orientation sexuelle ou à tout autre aspect distinctif.