Customer Service Supervisor

1 month ago

Langley BC, Canada BERMANFALK Hospitality Group Full time

BERMANFALK Hospitality Group is a "design driven" manufacturer of custom casegoods and seating for the hospitality industry. At BERMANFALK we are passionate about design and bringing our client's visions to life. We are looking to add like-minded professionals to our team who are excited by contributing to a fast-paced company and who excel with management of details and customer service. 
Reporting to the Director, Product Engineering, the Warranty and Customer Service Coordinator is responsible for ensuring the success of our product from shipping to guest use by providing direct support to our field and warranty team. 

Field Coordination
● Monitor projects pending shipments to establish priority schedules.
● Coordinate field technicians (techs) to site for installation or repair work and manage their expenses.
● Oversee shipping any additional components/materials for site visits.
● Supports Model Room Installations with:
o Coordination of video walk-through with field tech and internal team.
o Gathering photos and notes from our field tech to compile Installation reports to clearly outline changes or suggested modifications.
o Documenting any errors or deficiencies to our internal team for future planning.
● Supports Production Installations with:
o Creation and presentation of installation kickoff to stakeholders.
o Updating project information into client shared portal.
o Coordinating any additional material to site.
o Arranging field tech travel and instructions for site visit / inspection.
Provide field tech with necessary background and documentation for each project.
● Request, negotiate and process quotes from local suppliers, as needed.
● Receive updates from the field for compilation into written and photo reports.
● Work with clients’ installation contractor proactively to ensure successful installation.

Initiates ticket log to track each warranty claim.
● Coordinate assigned field tech and prepare for site visit in collaboration with Project Manager.
● Obtain quotes from local suppliers and coordinate work with clients.
● Participate in bi-weekly departmental meetings in order to:
Company development through quarterly improvement projects to achieve yearly goals.
● Professional development through ongoing training with colleagues and other departments.

Technical and Manufacturing Support
● Support manufacturing initiatives pertaining to warranty failures.
● Assisting project management team as needed.
● History of successful time management, create and follow schedules and timelines to meet all deadlines throughout the life of department projects
● Familiarity with CRM systems is an asset
● Working experience with MS Office, G-Sheets (CAD and Adobe a plus)

Knowledge in furniture construction and/or product engineering background

Comprehensive extended health & dental benefits plan with a health spending account
· Flexible working environment - Hybrid & Remote option depending on the role
· Beautiful open office space in Langley with full kitchen - offering coffee, snacks and refreshments
· Casual dress
· Company social events and fun team-bonding activities
· We offer competitive wages and a progressive, collaborative and creative work environment. While we laugh a great deal, we have high expectations of each other, and top-level performance is essential.
office or remotely based on the specific needs of the company. We empower our employees to shape their work themselves, so that they can achieve quality results and deliver excellence to our team and clients. Full in-office attendance will be expected during onboarding and training. 

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