Supervisor, Care Coordinator

4 weeks ago

Mississauga ON, Canada InVision Staffing Services Inc. Full time

InVision is a Professional Recruitment Firm specializing in Engineering, Industrial/Skilled Trades, Information Technology and Professional Services within Canada and the U.We have a successful track record working on both small and large recruitment projects, across North America.
Our client is a global expert in electrical specialties and advanced materials for high-tech industries. With more than 50 industrial sites and 16 R&D centers in 35 countries around the world, they develop custom built solutions and delivers key products to its clients in order to meet the new technological challenges shaping tomorrow’s world in the wind power, solar power, electronics, electric vehicles, aeronautics, space and countless other industries.

They are currently seeking a Customer Care Supervisor to join their growing team on a full-time permanent basis. The customer service supervisor will build and maintain a strong team while managing the interface between customers, sales, operations, and customer care to ensure that customer transactions are handled efficiently, accurately, professionally, and effectively for entire product portfolio.

Responsible for transactions relating to order entry, shipping, product availability, credit, emergency order shipments and exports.
Maintain accurate customer account files.
Train department personnel to ensure that they effectively provide customer service and satisfaction.
Work with IS, Sales Management, Production and Warehousing to improve processes and support equipment leading to improved customer service.
Lead Customer Care order management processes and ensure that processes are accurate, efficient, documented, compliant and align with global standard processes.
Responsibility includes being the gatekeeper for these transactions and ensuring complete and accurate information is loaded into the Toronto organization in JDE.
Lead projects and initiatives to review and clean Item Branch data for the Toronto organization.
EP Connect, understand the capabilities of the site to support customers. Collaborate with the Customer Care team in Juarez to support customer requests and resolve issues.
Collaborate with cross functional teams globally and across the Customer Care organization to build relationships and improve process handoffs.
Manage Customer Care Key Performance Indicators including Call Queue Management and Case Management. Monitoring Daily, Weekly and Monthly metric reporting and adhering to a reporting cycle to measure, monitor and improve team performance.
Attend site management meetings as required.
Oversee and assessing customer service staff activities and provide with regular performance-related feedback.

Minimum grade 12 education with 3 - 5 years in a Customer Service manufacturing environment
Significant experience managing a Matrix Customer Service organization
Superior administration, organizational and management skills
Sound grasp of technical requirements associated with a computerized Information/order processing systems and equipment
CRM Experience (Salesforce preferred)
ISO Training an asset
Full Time Permanent Opportunity
Straight Day Shift
Hybrid after completing probation.
Company Pension Plan with 6% match

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