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Customer Service Supervisor

2 months ago

Canada Stella-Jones Full time

Company Overview

Stella-Jones is North America's leading producer of industrial pressure-treated wood products. Responding to the vital infrastructure needs of our economy, we manufacture and distribute railway ties, utility poles, residential lumber and industrial wood products across the continent. To learn more about the company including a locations map, visit us at:

Position Overview:

The Customer Service Supervisor at Stella-Jones plays a pivotal role in leading and managing a team of Customer Service Clerks, Account Specialists and Senior Account Specialists to deliver exceptional service experiences to our English and French speaking clients across Canada. You will be responsible for ensuring that team members are well-trained, motivated, and equipped to handle customer inquiries and issues effectively. This is a newly added supervisor-level opportunity leading various team members in Canada, and is being created due to growth of our Utility Pole division.

Key Responsibilities:

Team Leadership:

  • Supervise and lead a team of Customer Service Clerks, Account Specialists, and Senior Account Specialists ensuring they are well-trained, motivated, and capable of delivering exceptional service.
  • Provide guidance and support to team members, fostering a positive and collaborative work environment.

Performance Management:

  • Set clear performance expectations for the customer service team and individual representatives.
  • Monitor and assess team performance, providing regular feedback, coaching, and conducting performance evaluations.

Issue Resolution:

  • Handle escalated customer inquiries or complaints, ensuring timely and satisfactory resolution.
  • Provide support and guidance to team members in handling complex or challenging customer issues.

Process Improvement:

  • Identify opportunities for process optimization and efficiency improvements within the customer service department.
  • Implement best practices to enhance workflows, reduce response times, and improve overall service delivery.

Communication:

  • Facilitate communication within the customer service team and with other departments.
  • Keep the team informed about changes in policies, procedures, or products, and relay important information from upper management.

Customer Focus:

  • Maintain a customer-centric focus, emphasizing the importance of providing excellent service and building positive customer relationships.
  • Instill a customer-first mentality within the team.

Collaboration:

  • Collaborate with other departments, such as sales, and logistics, to address customer needs and improve overall customer satisfaction.
  • Work closely with peers and superiors to ensure consistency in service delivery.

Qualifications

  • Five (5) or more years of overall customer service experience required
  • Supervisory, mentoring, or training experience within customer service required
  • Industry experience in wood products, industrial products, utilities, or another B2B industry required
  • French and English language skills required
  • Bachelor’s degree a plus
  • Intermediate Excel skills required, including creating formulas, pivot tables, and V-lookups.
  • SAP or other ERP experience highly preferred
  • Excellent leadership/organizational skills, proactive attitude, and exceptional attention to detail
  • Ability to travel up to 25% of the time in Canada and the U.S.