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Customer Service Supervisor

3 months ago

Montreal, Quebec, Canada MacLean Power Systems Full time

MACLEAN POWER SYSTEMS is recognized for its quality products, for its customer service, for its flexibility, for its innovative character and above all for the enthusiasm of its team.

Our company supplies utilities around the world with the most comprehensive line of auto connectors, insulators, fiberglass products, grounding equipment and line materials.

Under the authority of the General Manager, your main functions will be:

Job Summary
Management and coaching of a team of customer service agents. Create a stimulating team environment that promotes the development of individual skills and inter-departmental collaboration
Job Duties

  • Ensure and improve business processes related to customer service
  • Develop and implement work tools to optimize employee and department productivity
  • Prepare and actively participate in meetings
  • Develop and implement performance indicators
  • Communicate with customers on more sensitive situations
  • Be the main point of contact between customer service and sales representatives
  • Conduct performance appraisals for customer service staff Meet 5S standards (e.g., maintain cleanliness of the work area, etc.)
  • Follow all safety, environmental and quality policies, and procedures
  • Perform other duties as assigned
Experience and Education

  • Deal with complex questions and issues and refer more complex issues to higher level staff
  • Knowledge of ERP systems, JDE an asset
  • Knowledge of the Microsoft Office suite
  • Mastery of Excel
  • Requires a degree or equivalent and 5 to 10 years of experience
Competencies/ Skills

  • Intermediate verbal and written communication skills
  • Customer service skills.
  • The ability to work in a team.
  • Problem management.
  • Focused on customer service and details
  • Good analytical skills
  • Leadership skills
Condition of work

  • Salary According to experience
  • Normal work week: 37.5 hours
  • Comprehensive group insurance program
  • Several other advantages. According to company policies.