Service Office Supervisor

4 months ago

Kitchener, Canada Golden Windows Ltd Full time

At Golden Windows we are a proudly Canadian, family owned, windows and doors manufacturer based in Kitchener, Ontario. Founded in 1961, we have a highly skilled, craftsman-oriented workforce that produces energy efficient aluminum, wood and vinyl windows and doors distributed across Ontario and the United States.
- At Golden Windows our success is directly linked to our culture; what we believe, how we behave and the outcomes we produce. Our core values of Caring, Integrity, Teamwork and Work Ethic are the foundation that engages our hearts and minds and helps us execute our vision and mission every day._

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.

**Essential Duties**:

- Supervise all Customer Service Representatives in the Service Office Department
- Participate in the hiring of new CSRs 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/databased as required
- Assist in creating annual department budget

**Education/Knowledge/Experience Required**:

- Minimum 2 years’ experience in a supervisory role
- Minimum 5 years’ experience in Customer Service within the manufacturing or construction industry
- Experience in Window & 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 - Friday
- We are an equal opportunity employer and value diversity at our company. Employment decisions are made without regard to race, color, religion, national or ethnic origin, sex, sexual orientation, gender identity or expression, age, disability, protected veteran status or other characteristics protected by law._
- Should you require accommodation during the recruitment process, please contact Human Resources._
- We wish to thank all applicants for their interest but advise that only those selected for an interview will be contacted._

**Salary**: From $65,000.00 per year

**Benefits**:

- Company events
- Dental care
- Employee assistance program
- Extended health care
- Life insurance
- Paid time off
- Profit sharing
- RRSP match
- Store discount
- Tuition reimbursement
- Vision care

Flexible Language Requirement:

- French not required

Schedule:

- 8 hour shift
- Day shift
- Monday to Friday

**Experience**:

- Supervising: 2 years (preferred)

Work Location: In person

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