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BC Public Service

BAND 3 - Senior Manager, Wholesale Customer Care **Amendment - Job Type**

Posted 11 days ago

Job Details

Location

Salary

dollar sign88,700 to 125,700 per year

Job Description

Posting Title
BAND 3 - Senior Manager, Wholesale Customer Care **Amendment - Job Type**

Position Classification
Band 3

Union
N/A

Work Options

Location
Burnaby, BC V3J 1N3 CA (Primary)

Salary Range
$88,700.00 - $125,700.00 annually

Close Date
10/15/2024

Job Type
Temporary (Auxiliary)

Temporary End Date

Ministry/Organization
BC Public Service -> Public Safety & Sol General

Ministry Branch / Division
BC Liquor Distribution Branch

Job Summary

About the BCLDB:

The BC Liquor Distribution Branch (LDB) is one of two branches of government that provide oversight for the beverage alcohol and non-medical cannabis industries in the province. The LDB is responsible for the wholesale distribution of liquor and cannabis, and operates the retails brands BCLIQUOR and BC Cannabis Stores.

The LDB is committed to government's goals of making life better for people in B.C., improving services, and ensuring a sustainable province for future generations. The revenue generated by the LDB helps fund essential public services like health care, education, and community programming. Learn more on the LDB careers page.

The LDB Wholesale Operations team is responsible for the registration, procurement, customs clearance, selling and distribution of liquor products for the province of British Columbia. Our stakeholders comprise approximately 1200 agents & suppliers, over 800 retail outlets and 9000 licensed establishments. Working in collaboration with our suppliers and agents, our vision is to provide a reliable and efficient service to support the success of our customers. There are five key divisions within the business; Supply Chain, Pricing, Imports, Customer Service and Distribution. Each of our teams work closely in alignment with each other to provide a seamless customer experience and deliver on our service goals.

The WCC is the first line of communication and care for a diverse customer base with unique needs, regulations and process for each customer type. The WCC are built on a foundation of maintaining a high level of customer care while adhering to complex operational and regulatory business processes. The WCC fosters a strong environment of team work and problem solving utilizing both internal and external partnerships. The WCC is responsible for the customer care relationship for all wholesale liquor customer needs and interactions with LDB Liquor Wholesale.

The WCC is responsible for the customer relationships for all Wholesale Customers, comprised of thirteen unique customer types that include up to 1,900 private sector wholesale liquor customers, 198 LDB operated wholesale liquor customers and 8,000 additional private sector wholesale customers who are serviced through the LDB operated liquor stores. The WCC is responsible for the customer relationship through all aspects of the order cycle including customer registration and information changes, product information, order placement, order status and tracking, payment processing, order changes and returns.

About this role:

The Senior Manager, Wholesale Customer Centres is responsible for the planning and execution of the Wholesale Customer Service (WCC) in both Burnaby and Victoria. This role guides other leaders to inspire top performance from their teams by providing leadership and direction to create a high-performing work environment that maximizes sales, ensures customer care and controls operational efficiency through effective resources planning and training and maintains a high level of customer centric focus. Emphasis is on continuous improvement of the customers' experience and service operations while fostering an environment of high employee engagement and moral.

This position requires a thorough understanding of the practical and business fundamentals in order to align actions with established organizational objectives and goals to fit the LDB Service plan, including developing annual budgets and plans based on the projected direction of the business and political environment. This is a high profile, public relations position and contact with the public is a critical component of this position, requiring a focus on discovering, meeting and exceeding the needs of Wholesale customers.

A criminal record check is required.

Work may take place in office and warehouse locations. Overnight travel may be required to visit customer sites in BC. The successful candidate may be contacted after normal work hours for emergency issues and is expected to resolve concerns on site.

For complete details about this opportunity, including accountabilities, please refer to the attached job description, also located in the Additional Information section at the bottom of the posting.

An eligibility list for temporary future opportunities may be established.

Position requirements:

Education and Experience:
  • Minimum of 2 years recent, related experience * as a manager in a retail or wholesale environment.
  • Degree or diploma in business administration or related.

*Recent, related experience must have occurred in the last 10 years and include the following:
  • Working in a large wholesale/retail environment with $5+ million annual sales.
  • Managing multiple direct and indirect reports (>15 team members).

Preference may be given to those candidates with any of the following:
  • Experience managing a highly regulated customer base.
  • Experience in contributing towards and implementing improved customer service delivery.
  • Experience with relevant business applications such as Oracle i-store.
  • Experience working in or with the beverage alcohol industry.

Application instructions:

To be considered for this position, your application must clearly demonstrate how you meet the education and experience as outlined in the position requirements section above. Applicants selected to move forward in the hiring process may be assessed on the knowledge, skills, abilities and competencies as outlined in the attached Job Description. Applicants must meet the requirements as described below to be considered:
  • A cover letter is required as part of your application. The content and/or format of your cover letter may be evaluated as part of the assessment process. Your cover letter must contain information detailing how your qualifications meet the position requirements as listed in the job posting.
  • Ensure your resume includes your educational accomplishments, employment history including start and end dates (month and year) of your employment, and any relevant information that relates to the job to which you are applying.

For specific position-related enquiries, please contact Rebecca Levick, HR Advisor at rebecca.levick@bcldb.com .

Only applications submitted using the BC Public Service Recruitment System on this website will be accepted. For more information about how to create or update your profile, please refer to the attached Application Instructions or refer to the Job Application page on the MyHR website. If you are experiencing technical difficulty applying for a competition, please send an e-mail to BCPSA.Hiring.Centre@gov.bc.ca before the stated closing time, and they will respond as soon as possible to assist you.

Note: Applications will be accepted until 11:00pm Pacific Time on the closing date of the competition.

Working for the BC Public Service:

The BC Public Service is committed to creating a diverse workplace to represent the population we serve and to better meet the needs of our citizens. Consider joining our team and being part of an innovative, inclusive and rewarding workplace.

This position is eligible for flexible work arrangements, such as a hybrid work combination of in-office and work-from-home, following the guidelines established for flexible workplaces .

The Indigenous Applicant Advisory Service is available to applicants that self-identify as Indigenous (First Nations, status or non-status, Métis, or Inuit) seeking work or already employed in the BC Public Service. For guidance on applying and interviewing, please contact IndigenousApplicants@gov.bc.ca or 778-405-3452.

The BC Public Service is an award-winning employer and offers employees competitive benefits, great learning opportunities and a chance to engage in rewarding work with exciting career development options. For more information, visit What the BC Public Service Offers .

Job Category
Leadership and Management

Additional Information

About BC Public Service

Industry

Government

Company Size

10,000+ employees

Application closing date is 2024-12-01

Current Openings

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