Customer Service Supervisor

5 months ago

Edmonton, Canada Foothills Creamery Ltd Full time

**About Us**:
Foothills Creamery has proudly produced dairy products and served Western Canada for over 50 years. We produce butter and ice cream, now offering over 80 different flavors of ice cream, sorbet, sherbet, and soft serve. We take pride in using locally sourced ingredients and continue to use the same old-fashioned, barrel churned techniques as we did in 1969.

Foothills Creamery is committed to growing our passionate and friendly staff, providing excellent customer service, and producing the highest quality ice cream and dairy products for Canadians.

**Job Purpose**:
The Customer Service Supervisor’s (CSS) primary purpose is to provide exceptional leadership and coaching to the Customer Service Deck as well as overseeing the “Order to Proof of Delivery” process flow for Foothills Creamery. The CSS will provide administrative support to the entire Sales team and coordinate not only the resolution of customer issues between various departments within FHC for communication + execution but also implement proactive SOP’s that drive efficiencies and enhance the client experience. The individual will professionally engage and interact with all internal and external stakeholders and provide accurate information, support, and the highest standards of customer service on an ongoing basis.

**What You’ll Do**:
Customer Service Tasks
- Manage the customer service team’s areas of responsibility in the “Order to POD” process to ensure consistent management of the organization’s customer base.
- Act as the key information intermediary for the issue resolution process within FHC.
- Provide training, coaching and role modeling to their direct reports on the methods of providing exceptional customer service and support on behalf of FHC.
- Provide solutions and work with customers and sales team to resolve any concerns or issues and escalate issues when required.
- Ensure the communication of policies and procedures occur with external customers.

Order Desk Tasks
- Train and manage a fully competent Order Desk team.
- Retain employees that will align with giving the customer the best possible experience with FHC.
- Train personnel to utilize the FHC order input systems and other tools in place to expedite the accurate order entry process.
- Train staff to upsell the customer base on promotions and new products as part of the order taking process.
- Provide personal order desk coverage when required.
- Optimize the various methods of inbound order entry methods to include:

- EDI order management through the SPS system
- Ensure the communication and implementation of policies and procedures occur with internal and external customers matching the needs of FHC as outlined in in our Standard Operating Procedures (SOP) for inbound Purchase Orders.

Finance / Operations Support
- Post payments by recording cash, cheques, and credit card transactions.
- Post revenues by verifying and entering invoice transactions.
- Handle cash and bank deposits.
- Special billing through AR - storage, freight etc.
- Accountability of branch culture and employee engagement
- Building security to include door fobs, door alarm codes and building keys.
- Office supplies
- Assisting + Supporting Outside Sales Team Activities
- Monitor stock levels and warehouse inventory level recommendations.
- Maintain & update order & price sheets to include communication with Finance to ensure alignment on proper pricing in SAGE.

**What You’ll Need**:

- Bachelor’s Degree preferred (Marketing, Business Administration or Communications preferred)
- 2+ years’ experience in a Customer Service Management role
- Proficient in Microsoft suites (especially MS Excel)
- Sage 300 ERP experience
- Customer Service team lead experience
- People management experience
- Conflict resolution (internal/external)

**What You’ll Bring**:

- Team Leadership and Engagement
- Accountability
- Strong Attention to Detail
- Problem Solving
- Critical Thinking
- Adaptable
- Positive Attitude
- Resilience

**Job Types**: Full-time, Permanent

**Salary**: From $55,000.00 per year

**Benefits**:

- Company pension
- Dental care
- Disability insurance
- Discounted or free food
- Extended health care
- Life insurance
- On-site parking
- Paid time off

Schedule:

- 8 hour shift
- Monday to Friday

**Experience**:

- Customer service: 3 years (preferred)
- Management: 2 years (preferred)

Licence/Certification:

- Driver's License (preferred)

Work Location: In person

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