Customer Care Supervisor

2 weeks ago

Mississauga, Canada John Brooks Company Full time

John Brooks Company Limited is a well-respected leading supplier of Fluid Handling Solutions to the Canadian Manufacturing and Processing Industry with branches across Canada. We have been in business for over 80 years and are committed to providing our customers with a diverse selection of engineered products and innovative system designs. For more information, check out our website and YouTube channel:
**Division**: Corporate - Marketing

**Office Location**: Laval, QC or Mississauga, ON or Edmonton, AB

**Languages**: English and French (oral and written)

WHAT DO WE DO?
We create solutions for the people who keep our world flowing.
For over 80 years, John Brooks Company has been solving fluid handling challenges for customers in various industries/markets across Canada by providing a diverse selection of engineered products and innovative system designs, focusing on customized solutions consisting of filtration, pump, spray, and valve products.

**THE COMPANY**:
John Brooks Company has doubled in size in the last 6 years to over 200 employees across Canada. Since 1938, we have worked hard to build & nurture an entrepreneurial environment, where creative thought and initiative are encouraged; this is a place where your ideas matter If you have a strong work-ethic, passion, and determination, we’ll provide the tools you need for success. We will help you grow so that we can continue growing.

At John Brooks Company, everyone has a place. Expect to be here a while - our average tenure is over 11 years We’re committed to cultivating and preserving a culture of inclusivity and connectedness. We enjoy celebrating achievements by means of formal service awards, employee achievement awards, and milestone birthdays.

We offer our employees competitive remuneration including base salary + incentive, competitive vacation plan, and a generous benefits package that includes Company Group RRSP with employer matching. Other perks include an annual health & wellness subsidy and paid personal days.

THE ROLE
Under the supervision of the Customer Experience Manager, the Bilingual Customer Care Supervisor is responsible for leading the customer care team in providing excellent customer service and support. The position is also responsible for handling complex customer issues in a timely manner.

DUTIES & RESPONSIBILITIES
- Promote and foster a great customer experience culture
- Assists direct reports in resolving escalated customer service issues/complaints/queries/delivery dates/customer returns/shipping issues
- Responsible to conduct on-boarding and off-boarding of direct reports
- Ensures customer experience satisfaction; ensures that customers are proactively informed about the status of their orders/shipments and that any customer inquiries, issues and/or problems are dealt with in a timely manner
- Liaises with suppliers, follows-up on delivery status of orders and expedites deliveries to meet delivery deadline or deliver ahead of schedule - working with the Procurement, Manufacturing and Warehouse teams
- Addresses and resolves complex issues/problems in response to internal/external inquiries
- Reviews monthly numbers to ensure even workload split between direct reports
- Conducts team training events for direct reports
- Uses brainstorming techniques to provide solutions to various problems and brings forth ideas for process improvements and discusses with management
- Supervises the Customer Care team in performance management and evaluation, coaching and training, annual reviews, discipline, assigning work, motivational activities, and assisting in the recruitment process
- Provides direction relating to inquiries or problems that arise throughout the day
- Builds consensus when implementing new policies or procedures
- Identifies training needs and provides/coordinates training for direct reports in job duties, policies and procedures

QUALIFICATIONS

**Essential**:

- College diploma in a related field
- A minimum of 1-3 years of related experience
- Strong written and verbal communication skills in both French and English
- Advanced computer skills; proficient with Microsoft Office Suite (Excel, Word etc.)
- Excellent management and leadership skills
- Must demonstrate interpersonal savvy in order to build and maintain relationships with both internal and external stakeholders
- Ability to adapt to change and show flexibility
- Ability to multi-task and work with constant interruptions
- Be highly attentive to detail
- Must exude an enthusiastic, passionate and an optimistic attitude and demonstrate confidence
- Be able to “think on your feet” and demonstrate creatively
- A demonstrated alignment with John Brooks values; customers first, ownership/accountability, respect, performance excellence, integrity and innovation

WORK ENVIRONMENT
- Fast-paced environment in a dynamic competitive industry
- Exposure to deadlines, multiple demands and priorities, multi-tasking, and interruptions

We thank a

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