Customer Success Supervisor

2 weeks ago

Longueuil, Quebec, Canada Techo-Bloc Full time
Job Description

Reporting to the Senior Manager, Customer Success, you will play an integral role in the development of our department strategy and in developing our team's talent. This role includes managing a team of 4 Customer Success Advisors and 7 Field Service Crew (field technicians) members. The advisors are responsible for handling and managing warranty claims from creation to resolution. The field service crew members are responsible to execute solutions provided by the sales team for warranty issues.

Key Responsibilities:

  • Responsible for recruiting, selecting and developing employees;
  • Coaches, supports, and drafts performance improvement plans when required;
  • Accomplishes staff results by communicating job expectations, planning, monitoring, and appraising job results;
  • Coordinates and enforces systems, policies, procedures, and productivity standards;
  • In collaboration with the Senior Manager, participates in defining department / team's objectives;
  • Performance management through KPIs defined for the department;
  • Regularly reviews customer interactions and coaches in consequence;
  • Sets and maintains regular team meetings;
  • Participates in the planning and execution of policies and procedures;
  • Plans the Field Service Crew Members schedule two weeks in advance and ensures that they are equipped to execute their work orders (ordering equipment, tools and cleaning products);
  • Assists in the warranty resolution process (warranty case processing, creating work orders and responding to online tickets) up to 25% of the time.

A Day in the Life

Your day starts with a quick chat with your customer success coordinators (with some coffee of course) to see how you can support and align them on their current priorities. The field service crew members will be on the road, hard at work, executing on the merchandising and warranty resolution requests that you have scheduled for them. Throughout the day, you are responding to emails, processing cases and scheduling workorders that are urgent (helping the team stay up to date). You remain available for your crew if they run into any issues while on the job to help Techo-Bloc uphold our exemplary customer service standards. Your day ends with a period of reflection and strategizing (where we were, where we are and where we want to be as a team).

Qualifications
  • Minimum of 3 years of experience as a Manager (Industry experience preferred);
  • Excellent written and oral communication skills in both French & English (English is required to communicate with clients outside of Quebec);
  • Experience and knowledge of ERP systems (an asset);
  • Aptitude to acquire knowledge and adapt to new IT systems and applications;
  • Ability to coach and mentor as well as delegate responsibility and ownership of various tasks and strong ability to lead, motivate and provide guidance and constructive feedback to team;
  • Excellent organization, time management, problem-solving skills and planning skills to manage multiple priorities;
  • Flexible and adaptable to changes, ability to work well under pressure.
Additional Information

If you have what it takes, we want to meet you

Ambition Thrives Here Techo-Bloc is a firm believer in everyone having a voice and the opportunity to make an impact. We value empathy and enthusiasm. If you are determined to support the success of your customers and build a reputation that will set you apart from the competition, this is the place to do it.

We thank all applicants for their interest; however, only those under consideration will be contacted.

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