Supervisor, Customer Service

7 months ago

Scarborough, Canada Atlantic Packaging Products Full time

**CUSTOMER SERVICE SUPERVISOR**

**SUMMARY**:
Atlantic Packaging's Pre-Print facility in Scarborough is currently seeking a Customer Service Supervisor to oversee Customer Service operations, and is responsible for delivering an exceptional Customer Experience, always. This role is reporting to the Operations Manager.

**RESPONSIBILITIES**:

- Reviews reports of findings and recommends response to customer issues, considering nature and complexity of issues, requirements, and actions of subordinates to ensure settlements are made correctly and satisfactorily.
- Ensures compliance with established customer service policies and procedures.
- Recommends and implements new procedures.
- Receive, investigate, evaluate, and settle complaints and claims of customers.
- Explain to customer, action taken on complaint, or may follow up with customer to see that resolution was satisfactory.
- Provide exceptional customer service to our clients in a professional manner.
- Answer customer product, pricing & availability inquiries.
- Liaise with buyer/expeditors to fulfill customer orders.
- Coordinate shipments with carriers.
- Support outside Sales Representatives.
- Participate in Planning and Scheduling initiatives and activities.
- Estimating projects and RFQ’s
- Other duties as required.

**QUALIFICATIONS**:

- College diploma in business
- or business-related discipline or comparable work experience.
- Intermediate skills in MS Word and Outlook.
- 5+ years of Customer Service Experience.
- Strong written & verbal communication & organizational skills.
- Strong time management skills with the ability to multitask.
- Ability to work autonomously and with little direction in a high volume, fast paced environment.
- Ability to present themselves in a professional manner.

**CORE COMPETENCIES**:

- **Customer Focus** - Personally demonstrates that external and internal customers are a high priority. Identifies customer needs and expectations and responds to them in a timely and effective manner. Anticipates and prevents delays or other things that can adversely affect the customer. Keeps customers informed about the status of pending actions and audits customer satisfaction with products or services.
- **Decision Quality** - Gathers enough information to allow a pragmatic assessment of risks and benefits of alternative approaches in any decision. Stays focused on objectives and considers both the short-term and longer-term impact of decisions and keeps objectives in mind throughout the process. Communicates the impact and implications of decisions. Completes the appropriate level of due diligence required to make a quick, accurate decision.
- **Drive for Results**:

- Achieves results within established timelines. Understands and demonstrates that intentions, activities and results are not the same. Pursues everything with energy, drive, and a need to finish; does not give up before finishing, even in the face of resistance or setbacks; consistently challenges self and others for results.
- **Leadership** - The expectation of leadership is not reserved solely for only those who are in positions of authority, but from all employees. They demonstrate high integrity and are motivated by wanting to make a real difference to people by delivering a high quality service for their customer and the organization. In positions of authority they: invest in development for the right people and identify and develop future leaders, and coach and provide candid feedback to others. They are visible and they model behaviours, competencies and values expected and inspire others to undertake challenging tasks and projects.
- **Teamwork** - Is an effective team player who adds complementary skills and contributes valuable ideas, opinions and feedback. Communicates in an open and candid manner and can be counted upon to fulfill any commitments made to others on the team. Ensures the right stakeholders are informed and involved where necessary. Is ready to “roll up their sleeves” as necessary.

**Think and Act like an owner** - Thinks and cares about the organization like an owner. Commits to and upholds organizational values, and core behaviours even under difficult circumstances. Demonstrates a strong sense of responsibility and dedication to the success of the organization. Takes appropriate risks, holds self and others accountable for measurable, high-quality, timely, and cost-effective results and openly raises a challenge even if others d

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