Service Office Supervisor

2 weeks ago


Kitchener, Canada Golden Windows Full time

**Position Summary**:
We are looking for a **Service Office Supervisor** who takes pride in the results they deliver, cares about making a difference and understands how rewarding working with a great team can be.

The position, under the direction of the VP Operations, is primarily responsible for the supervision of the Customer Service Representatives in the Service Department. The Service Office Supervisor is responsible for leading a team of 4-5 Customer Service Representatives. This position is responsible for coaching and training the team to deliver elite customer service, while overseeing daily operations.

**Key Responsibilities**:

- Supervise all Customer Service Representatives in the Service Office Department
- Participate in the hiring of new CSR's and manage subsequent training for new hires
- Ensure all service requests received are entered, processed, and scheduled within a timely manner
- Responsible for ensuring all required materials are ordered correctly and on time from either production departments, or outside vendors
- Maintain open and regular communication with the Field Service and Installation Supervisor, and work as a team to resolve any issues as they arise
- Act as backup for the Field Service and Installation Supervisor when necessary
- Assist in developing Standard Operating Procedures for the Service Office
- Monitor daily open order report, backlog report, and other reports as necessary
- Complete Daily Operating Report (DOR) to measure success of the department
- Assist and coach CSRs through communication with customers on any high priority service requests
- Ensure all chargeable service requests are accurately entered and work with A/R to address any outstanding amounts
- Work with IT Department to maintain and improve our Service Department software/database as required
- Assist in creating annual department budget

**Qualifications**:

- Minimum 2 years experience in a supervisory role
- Minimum 5 years experience in Customer Service within the manufacturing or construction industry
- Experience in window and door industry considered an asset
- Experience with MS Office and data entry, must be very comfortable using a computer

**Attributes**:

- Passion and drive for delivering exceptional customer service
- Proven track record of coaching and mentoring employees
- Adaptable and flexible in managing multiple priorities and timelines
- Excellent communication skills both written and oral
- Great organizational skills and thoroughness in execution of tasks
- Strong analytical and problem solving skills
- Ability to work under pressure

**Working Conditions**:

- Regular office hours - Monday to Friday



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