BAND 1 - Manager, WCC

BC Public Service - Burnaby, BC (30+ days ago)

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Manager, WCC
Band Management 1

At the Liquor Distribution Branch (LDB) our vision of ‘Service. Relationships. Results.’ is all about providing a valued service, building strong relationships with our stakeholders, and achieving greater results for the province.

The LDB is one of two branches of government responsible for the cannabis and liquor industry of B.C. We operate the wholesale distribution of beverage alcohol and non-medical cannabis within the province, as well as the household retail brands of BC Liquor Stores and BC Cannabis Stores.

We employ nearly 5,000 people in over 200 communities and have hundreds of career opportunities spanning our entire wholesale, retail and corporate operations – from supply chain logistics, to high-tech solutions, and everything in between. The LDB has been named one of BC’s Top Employers 12 times over for offering exceptional places to work, flexible work hours and earned days off, extended health and dental benefits, maternity and parental leave top-up payments, a pension program, in-house professional and leadership development, and subsidies for professional accreditation.

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 800 suppliers, over 1500 retail outlets and 8000 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.

In the Wholesale Customer Centre (WCC) we are the first line of communication and care for a diverse customer base with unique needs, regulations and processes. Our team is a built on a foundation of maintaining a high level of customer care while adhering to complex operational and regulatory business processes. You will get the opportunity to utilize your skills to foster a strong environment of team work and problem solving utilizing both internal and external partnerships. In the WCC we understand that our team is responsible for the customer care relationship for all wholesale liquor customer needs and interactions with LDB Liquor Wholesale.

The Manager, Wholesale Customer Service is responsible for the leadership of a multi-shift Wholesale Customer Centre (WCC) in Burnaby, by facilitating and supporting exceptional customer service as measured by customer satisfaction. This position is responsible for fostering and maintaining an exceptional customer care relationship with thirteen unique customer types that include up to 1,600 private sector wholesale liquor customers and 198 LDB operated wholesale liquor customers through the direction of the team. The Manager ensures that the team delivers a high level of care in 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.

This position provides leadership to a large team by fostering an environment of high employee engagement and moral. It is the responsibility of this position to create operational efficiencies with a focus on customer care to a diverse customer base while minimizing costs and maximizing revenue. The Manager will assume the role of Senior Manager, Wholesale Business in the event of an absence, as required.

This position may be required to work a variety of shift patterns. A criminal record check is required.

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 permanent or temporary future opportunities may be established.

Position Requirements:
Education and Experience:
Minimum of three years recent, confirmed experience as a Manager, Assistant Manager or Team Lead in a customer service environment with direct accountability for achieving and driving service targets in a $5 + million annual sales environment
Recent, related experience in managing multiple direct reports (>15 team members)
Successful completion of a relevant post-secondary degree or diploma. Candidates that do not posses a degree or diploma may be considered if they posses 5 years of recent related experience as outlined above

Preference may be given to those candidates with:
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
Experience in a call centre environment

How to Apply & Application Requirements:
In order 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.

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.

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 Kate McDougall, Senior Manager, Wholesale Business at 604-252-8794.

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 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.