Supervisor, Customer Service

4 weeks ago

Montréal, Canada Concordia University Full time

**Position Number**: 50010915 /
**Department**: Business Services Administration
**Grade**: GR10
**Campus**: Sir George Williams (Downtown)

**Salary**: $66,851.00 - $77,525.00 per annum
**Union/Association/HR Policy**: ACUMAE

**Posting deadline**: June 20, 2023

Recognized as Canada’s top university under the age of 50, and one of Montreal’s top Employers, Concordia University is the place to be if you are looking to grow, contribute and innovate in a dynamic and multicultural environment.

Be part of a community that addresses society’s big challenges, supports your personal and professional growth, and makes a real impact in building a more sustainable world.

As a member of our community, you will have access to comprehensive benefits, a defined pension plan and numerous on site well-being facilities such as a state of the art gym and health clinic as well as a variety of educational and cultural opportunities.

**SCOPE**
Reporting to the Director, Business Services, the incumbent supervises the printing (Print Store and Print Advisory) and ID card production services on a day-to-day basis, and provides a hands-on perspective in the development of organizational objectives and efficient processes that support the strategic direction of the unit. The incumbent plans and prioritizes work assignments to maximize use of available human and material resources, in accordance with budget constraints, cost and quality standards.

**PRIMARY RESPONSIBILITIES**
- Responsible for developing cross-functional team including training and coaching with the ability to execute initiatives and drive operational standards and business results. Make decisions relating to the selection and deployment of staff to meet customer service, sales and labor targets. Ensures effective performance management and maintains a culture of accountability while enforcing internal procedures and controls.
- Develop a customer-centric experience and engage team members in the delivery/execution of that objective. Provide the highest levels of customer service within Business Services and in all interactions with stakeholders.
- Establish, enhance, and maintain positive, responsive relationships with the university community, particularly university administration, faculty and staff, students, and student groups. Seeks out new ways to partner with university regarding remote selling opportunities and resolving complex issues on an as needed basis.
- Oversee ID card daily operations including basic troubleshooting, hiring for peak periods.
- Troubleshoot, assess, and resolve problems requiring specialized skills and technical knowledge. Act as on-site liaison with systems providers regarding systems problems and maintenance.
- Implement administrative procedures and/or systems that are moderately complex in support of the unit's operations and ensure activities meet or exceed established quality requirements.
- Manage the financial viability of the department. Ensure appropriate budget and expenditure control, accounting and invoicing procedures, appropriate inventory control and equipment maintenance.
- Perform other duties in support of the unit as requested by the Director.

**QUALIFICATIONS**
- Diploma of Collegial Studies (3 year technical DEC) in Business Administration, or in a field related to the primary responsibilities and four to seven years of related work experience, with at least three years of supervisory experience.
- Good knowledge (Level 4) of spoken and written English to support customer requests; basic knowledge (Level 3) of spoken French to deal with external stakeholders.
- Well-rounded knowledge of the print production process including digital and offset.
- Good understanding of graphic requirements, page layout and imposition.
- Good understanding of Adobe Acrobat Pro, Adobe Creative Suite, file compression software as well as FTP, SFTP, and FTPS.
- Basic understanding of PC and Mac platforms, Windows, Easy Projects, PDF imposition plug-in software. Basic knowledge of Outlook, Word and Excel.
- Excellent communication and interpersonal skills in dealing with the academic and support areas, as well as with students and staff.
- Demonstrated ability to handle detailed work, work with customers, and coordinate special projects.
- Extensive knowledge of customer service procedures and principles.
- Ability to resolve customer complaints and issues while maintaining a professional and calm demeanor.
- Ability to coach and mentor customer service representatives.

Concordia University is an English-language institution of higher learning at which the primary language of instruction and research is English. Since this position supports academic and administrative functions of the university, proficiency in English and French, as indicated, is required.

**Territorial Acknowledgement**
Concordia University is located on unceded Indigenous lands. The Kanien’kehá:ka Nation is recognized as the custodians of the lands

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