Customer Service Supervisor

4 months ago

Quebec Province, Canada Graymont Full time

Canada - Remote - BC, AB, MB, NB, QC

***

Reporting to the Customer Service Manager - North America, the Customer Service Supervisor will establish and maintain a world class customer service team to deliver service excellence to Graymont’ s customers; overseeing a team of customer service representatives, based in multiple locations within North America, to ensure the efficient and effective receipt and delivery of customer orders, dispatching of delivered loads, as well as the resolution of customer inquiries, complaints, and requests. The Customer Service Supervisor will be a team player who will be looked upon as the “go to” resource for Customer Facing Customer Service Representatives (CSRs). The Customer Service Supervisor will be required to lead, develop, and motivate a specified team of Customer Service Representatives (CSRs) to enable the team to consistently deliver industry leading customer service standards. The Customer Service Supervisor will also be required to provide transactional customer coverage as required.

**DUTIES AND RESPONSIBILITIES**:

- Manage, coach, and develop Customer Facing CSRs to reach higher competencies and empower them to make decisions commensurate with their abilities
- Be visible to Customer Facing CSRs by meeting in person on a frequent basis and encourage open communication and collaboration of issues, possible solutions, and continuous improvement recommendations with all stakeholders including Sales and Operations.
- Develop and measure key performance indicators to track and evaluate customer service performance. Submit monthly status report on customer service highlights.
- Build the capacity of team ensuring they consistently deliver high quality, accurate and consistent service in line with defined KPI’s and processes.
- Support the Customer Service Manager in implementing standards and processes with the Customer Facing CSRs
- Coordinating team operations and resources and assisting in identifying, developing, and implementing activities to improve operational performance.
- Monitor workload and performance; proactively address learning and development needs of team members and recommend development activities.
- Identify opportunities for process automation and continuous process improvement. Support the integration of new systems and subsequent reporting changes.
- Develop, utilize and promote One Graymont tools and processes including but not limited to Sales and Operations Planning (S&OP) and Quality Management System (QMS), Transwide, and Salesforce
- Support and lead Customer Facing CSRs in adjusting customer demand forecast (1-3 weeks) to ensure demand is accurately and timely represented in the S&OP process.
- Provide and coordinate back-up Customer Service duties for assigned locations as necessary: Facilitate and assist in training and being trained in other cross-functional duties within the department/region, including:

- Receive, process, and confirm customer orders, contacting different carriers to arrange for delivery of confirmed orders when required (dispatching), in a timely and responsive manner that meets both the customer’s and the business’s needs.
- Ensure manual bills of lading for terminals or plants are accurately processed in a timely manner.
- Process railcar billing and working with the rail team and railroads to trace, expedite, resolve any issues impacting customer deliveries.
- Customer demand planning for weeks 1-3 in collaboration with Supply Planner and Sales team
- On Call after-hours duty as required
- Identify and promptly respond to customer needs, going above and beyond to resolve escalated issues while providing exceptional service and adhering to Graymont’s core values. Outstanding communication and interpersonal skills shine as you tackle complex issues, keeping the customer at the centre of what you do.
- Work cross-functionally with internal departments (Invoicing CSRs, Account Managers, Regional Sales VP’s, Quality Assurance, Logistics) to ensure customer questions and problems are resolved.
- To reach and maintain efficiency of processes and systems, the Customer Service Supervisor in conjunction with the Customer Service Manager is crucial in the following Order to Cash activities:

- Subject Matter Expert for an assigned System or System Application
- Responsiveness to O2C issues facing the user community; develop and manage business process support activities.
- Testing of new functionality, Develops, implements, and updates standard operating procedures for department.
- Provide training, guidance, and support across the business and with relevant stakeholders on compliance, documentation and processes (new/changes)

**QUALIFICATIONS**
- 5-7 years’ experience in Customer Service, Inside Sales and Transportation.
- Proven team building, people development, mentoring, and leadership skills.
- Excellent verbal and written communication and time management skills are required.
- Dedicated an

  • Bilingual Customer Service Representative

    5 months ago

    Quebec Province, Canada iA Dealer Services Full time

    **Customer Service Claims Adjudication** Business Unit WGI Service Plan Division Inc. Department Claims Reports to Manager Claims **BASIC FUNCTION** **QUALIFICATIONS**: - The following are the principal qualifications for this position:_ Experience - **Bilingual in French and English required.**: - Customer service and/or call centre experience an...

  • Customer Service Manager

    4 months ago

    Quebec Province, Canada Graymont Full time

    Canada - Remote - BC, AB, MB, NB, QC **POSITION **SUMMARY** The Customer Service Manager leads, develops and implements strategies to ensure exceptional customer service and satisfaction. Oversees a team of customer service representatives, based in multiple locations within North America, ensuring the efficient and effective receipt and delivery of...

  • Customer Service Representative

    4 weeks ago

    Quebec Province, Canada Quadra Group Full time

    **Position**: Customer Service Representative **Location**: Vaudreuil-Dorion, Quebec **Status**: Full-time, permanent (1) **Workplace Flexibility**: We have a policy that allows for hybrid work, with a minimum presence of 2 days per week at the office. Do you have a strong background in raw materials distribution and are you committed to customer excellence?...

  • Customer Service Representative

    5 months ago

    Quebec Province, Canada Brenntag Full time

    **CUSTOMER SERVICE REPRESENTATIVE**: Our team in **Lachine** currently has an opening for a **Customer Service Representative** **YOUR ROLE & RESPONSIBILITIES**: **Job Summary**: - Ensures safety is the first priority and that all activities are conducted in accordance with quality, health, safety, and environmental management systems as well as corporate...

  • Representative Customer Service

    5 months ago

    Quebec Province, Canada Phillips-Medisize Full time

    **Your Job** Manages and follow up on the customer score cards reflecting good communication,service and OTD. The administration and follow up of the ERP process and analysis of demands, firm and forecast received from customers. Plan and coordinate with the warehouse the shipping signal for deliveries of finished products to customers, complying in a...

  • Tamaani - Regional Customer Service Representative

    5 months ago

    Quebec Province, Canada Kativik Regional Government Full time

    The Kativik Regional Government (KRG), a supra municipal body with jurisdiction over the territory located north of the 55th parallel, is now looking for a self-motivated and dynamic individual interested in joining the KRG to work in the capacity of: **TAMAANI - REGIONAL CUSTOMER SERVICE REPRESENTATIVE** (PERMANENT, FULL-TIME) The Regional Support...

  • Bilingual English/french Customer Service

    5 months ago

    Quebec Province, Canada Moneris Full time

    **L'opportunité - Votre carrière à Moneris** Vous serez responsable d'offrir l'excellence du service à la clientèle aux commerçants de Moneris et de fournir un dépannage et un soutien technique détaillés pour les points de vente, ainsi qu'un soutien financier détaillé pour les besoins de traitement quotidiens des clients. Vous serez également...

  • Customer Service

    5 months ago

    Quebec Province, Canada Solera Full time

    **The Role** Serve as the primary point of contact for insurance clients requesting a vehicle replacement report for a total loss claim. Responsible for handling frontline inbound telephone calls and or electronic inquiries from customers (insurance companies) regarding the vehicle replacement product. The VRS1 agent will be responsible for entering or...

  • Wfh Customer Service Representative/collector

    4 months ago

    Quebec Province, Canada NCRi Inc. Full time

    NCRI is growing stronger and is seeking a WFH Customer Service Representative/Collector to join our motivated and growing family. Our future colleagues will be team-oriented, performance-driven, and outside-the-box thinkers. Home Office Equipment Requirements: - Equipment will be provided by the company - High-speed internet with hardwired connection from...

  • Health and Safety Supervisor

    5 months ago

    Quebec Province, Canada Data Communications Management - DCM Full time

    **Position: Health & Safety Supervisor** **Type: Full Time, Permanent - 40 Hours** **Location: Montreal & Drummondville (must travel between both locations)** DCM is a communication solutions partner that adds value for major companies across North America by creating more meaningful connections with their customers. We pair customer insights and thought...

  • Bilingual Agent

    5 months ago

    Quebec Province, Canada GEXEL Full time

    We are committed to training, guiding, and supporting you in your journey! Working at GEXEL is more than just a job; it's a dynamic environment where your potential will be propelled as far as you want to go. There is a place for you here! **OUR BENEFITS**: - Work from home. - Provided work equipment. - Hourly rate of $16.00. - Wage increases based on...

  • Customer Loyalty Representative

    2 hours ago

    Quebec Province, Canada Lifeline of Canada Full time

    Connect America and our family of brands, including Lifeline Canada, have helped aging individuals and at-risk populations live safely and independently in their homes for more than 40 years. This position of Bilingual Customer Loyalty Rep will be an integral role within our Lifeline Canada business. Since 1974, more than 700,000 Canadian subscribers have...

  • Customs Compliance Consultant

    4 months ago

    Quebec Province, Canada Omnitrans inc. Full time

    If you are looking for a positive work environment, a sense of belonging, purpose and happiness of human dimensions, where collaboration and continuous improvement are part of your day-to-day, and where you have a direct impact on the customer experience, you are at the right place ! Omnitrans is currently searching for a Customs Compliance Consultant to...

  • Pt Dps Supervisor

    4 months ago

    Quebec City, Canada UNITED PARCEL SERVICE Full time

    **Primary Job Posting Location**: Quebec City, Québec Canada **Avant de postuler pour un emploi, sélectionnez votre préférence linguistique parmi les options** **disponibles en haut à droite de cette page.** **Description du poste** **Job Summary** This position assists the Package Dispatch Supervisor (PDS) with dispatch analysis and daily routine...

  • Bilingual Customer Support Representative

    5 months ago

    Quebec Province, Canada WeKnowTraining Full time

    **Bilingual Customer Support Representative** - We Know Training is a rapidly expanding technology leader in the online regulated training space, with opportunities for meaningful career growth._ We Know Training is searching for a well-rounded Customer Support Representative who has outstanding customer service, efficiency in troubleshooting,...

  • Bilingual French Customer Service Representatives

    5 months ago

    Quebec Province, Canada HGS Full time

    **Please note that this is a Remote Opportunity** **Veuillez noter qu'il s'agit d'une opportunité à distance** **Votre impact**: En tant qu’associé en relations avec la clientèle, vous aurez la capacité de travaillerdans un environnement collaboratif et engageant avec un seul objectif, ayant un impact positifsur la journée des gens! Nous vous...

  • Bilingual French Customer Service Representatives

    5 months ago

    Quebec Province, Canada HGS Full time

    **Please note that this is a Remote Opportunity** **Veuillez noter qu'il s'agit d'une opportunité à distance** **Votre impact**: En tant qu’associé en relations avec la clientèle, vous aurez la capacité de travaillerdans un environnement collaboratif et engageant avec un seul objectif, ayant un impact positifsur la journée des gens! Nous vous...

  • Supervisor, Customer Experience

    4 months ago

    Quebec City, Canada Chrono Aviation Full time

    **Who are we?** Based at Quebec City's Jean Lesage International Airport, LUX FBO (a Chrono Group company) is a fast-growing company operating a ground operations and refuelling service. Our parent company, Chrono Aviation, was founded in Quebec City in 2012. In its early days, the company operated a Pilatus PC-12 and employed two pilots. Today, Chrono...

  • Customer Service Representative

    4 months ago

    Quebec Province, Canada Gexel Full time

    Expand your career at GEXEL, a call center created more than 20 years ago in Quebec and join our passionate and exciting team! **What's in it for you**: - Remote work with equipment provided; - Hourly wage from $16 to $17; - Social benefits (medication, dental, vision, life and travel insurances); - 1 day off per 640 hours worked; - Availability of...

  • Bilingual Customer Service Representative

    4 months ago

    Quebec City, Canada EightSix Network Full time

    Job Description Position function: Reporting to the Customer Care Supervisor of Caldic Canada Inc., the Customer Care Associate – Order Entry Champion will ensure exceptional customer care through the support, service and championing of our customer’s requirements within the Caldic organization while also providing sales and operational support...