Customer Service Supervisor

5 months ago

Hamilton, Canada Darling International Canada Inc. Full time

Darling International Canada Inc., is Canada's largest provider of rendering and recycling services to the food industry, operating six processing facilities across Canada. Darling Canada provides essential services for the efficient and environmentally responsible management of collecting, processing and recycling edible and inedible animal by-products. Darling is committed to environmental sustainability, superior quality and excellent customer service.

***:
**POSITION TASKS AND RESPONSIBILITIES**:

- Supervises a team of 3 Customer Service representatives (CSR) who receive and deal with incoming calls from customers.
- The supervisor is the first point of escalation for customer issues that cannot be resolved by the responding CSR. If the supervisor cannot resolve the issue, they are responsible for managing the escalation process to ensure the issue gets to the right person and is resolved accordingly.
- Responsible to oversee that all customer inquiries and issues are dealt with in a timely manner.
- Works closely with Logistics to ensure customer needs related to service frequency, scheduling and timeliness are addressed.
- Build and report on KPI's that measure the success of the team, while providing insight on the nature of calls.
- Process owner for onsite capital deployment at restaurants.
- The gatekeeper to ensure all documentation is complete and submitted.
- Orders equipment from supplier and tracks progress from plant to installation.
- Prioritizes and schedules equipment installations based on equipment delivery/availability
- Tracks project-related costs vs. budget and highlights unfavourable deviations to management.
- Oversees equipment inventory in the yard and orders new as required.
- Responsible for people management of the CSR team, including hiring, training and performance review.
- Works with sales personnel to identify and develop new customer opportunities.

**REQUIRED QUALIFICATIONS**:

- Post-secondary diploma or degree in Business or Logistics
- 5+ years' prior experience in customer service or call center setting
- Experience in motivating and supervising others
- Strong organizational and time-management skills
- Excellent communication skills, both oral and written
- Bi-lingual in English and French
- Ability to work well with others under all conditions
- Familiarity with basic (MS Office) and CRM software and Oracle is an asset

**WE OFFER**:

- Competitive Salary Plus an annual bonus
- Flexible Health and Dental Benefit Plan.
- Life Insurance, Disability Insurance, Employee Assistance Program.
- Defined Contribution Pension Plan.
- Educational Assistance Programs, Scholarship Programs, Apprenticeship

Thank you for your interest in Darling Ingredients. Only those selected for an interview will be contacted.

Darling Ingredients is committed to a workforce that reflects the diversity of the communities where our facilities are located. We actively seek qualified individuals with demonstrated skill and knowledge to deal with all aspects of diversity in a manufacturing environment. Darling Ingredients is committed to accommodating applicants with disabilities throughout the hiring process, in accordance with the Accessibility for Ontarians with Disabilities Act (AODA). The Human Resources Coordinator responsible for this position will work with applicants requesting accommodation at any stage of the hiring process. This document is available in alternate format on request.

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