Customer Service Supervisor

Job Summary

Reporting to the Director of Sales, Canada, the Customer Service Supervisor will provide strong administrative support, empowering team members to perform their jobs productively and efficiently.

Contract Position

Responsibilities 

• Ability to supervise a Customer Service team of 5-10 people
• Supervises the entries of the Customer Service department, assigning the tasks generated to the appropriate departments, always seeking to satisfy the customers’ needs.
• Offers administrative support to members of the sales team.
• Carry out the planning, execution and control of all activities related to order processing, logistics and customer satisfaction
• Ensure the timely and successful delivery of solutions according to customer needs and objectives.
• Responsible for managing any requirements to support customers such as: quotations, sampling, purchasing, order entry, expediting shipments, quality issues reports, product availability; etc. in conjunction with leadership team
• Collaborate with the production department on the requirements from customers to assure the availability of the material on time.
• Ensure pricing within the ERP system and orders align with customer list pricing approved by Sales Account Managers
• Serves as the lead point of contact for all customer service reps.

Qualifications 

• The ideal candidate will be an experienced professional who has a strong skill-set in Microsoft Office with a focus on ERP order processes, customer relations and supervision skills.
• The successful candidate will by nature be a team player with excellent people skills who can build positive working relationships quickly with sales, customer service reps and customers to ensure that our communication and tasks are completed and distributed accordingly with customer satisfaction in mind.
• The ideal candidate will have a proactive approach and be an active participant in the growth of the business.  A self-starter who works well in a team and independently.
• A keen understanding of the level of responsiveness and cooperation required in a fast paced energetic and entrepreneurial environment.
• Associate degree is highly preferred with related education and training.
• 3-5 years’ experience in managing and streamlining a customer service function is suggested.
• Experience with ERP is preferred (Sage 300)
• Experience with developing and tracking Customer Service Metrics.
• Strong skill-set in Microsoft Office 365
• Well organized with the ability to manage multiple competing priorities.
• Comfortable communicating in both the digital and traditional
• Strong relationship building and problem-solving skills

Physical Demands

• Position requires sitting at a desk or workstation for an extended period of time.
• Position requires manual/digital dexterity to support data entry for extended periods of time.
• Able to lift up to 20 lbs.

This job description is not a comprehensive list of activities or responsibilities. Duties and responsibilities may change at any time with or without notice.