Customer Services Supervisor

6 months ago

Waterloo, Canada Piller's Fine Foods Full time

**If you think our products are great, you should “meat” our people**

**THE PERKS**
- Competitive wages
- Day Shift (8:00AM-4:30PM)
- Amazing co-workers
- Exclusive Employee Rewards Programs
- Full Benefits (Health, Dental and Vision)
- Company Matched Pension Plan after 1 year
- Employee Share Ownership Program
- Employee Appreciation Events

**THE BUSINESS**
At Piller’s, we’re in the business of crafting high quality, specialty foods for families to enjoy. Our award-winning deli and meat products are found in grocery and restaurant chains across North America. We’re passionate about our products and equally as passionate about the success and safety of our people.

If you are looking for a long-term career in manufacturing with job security, teamwork, and fantastic co-workers, consider us as your next place to call home.

**THE PEOPLE**
We are a community made up of introverts, extroverts, family people, single people, passionate people, creative people, sports fanatics, movie buffs, video gamers, music makers, gym goers, pet lovers and every other variety. When you work with friends, it doesn’t feel like work

**THE OPPORTUNITY**
- Manages the daily workload to ensure required service volume and quality levels are attained
- Identifies opportunities for operational improvements and implements solutions
- Overseeing and monitoring the daily activities of customer services operations
- Assessing staff activities and providing them with regular performance-related feedback
- Collaborating on annual goals and employee evaluations
- Assisting customer services staff with duties where required
- Training staff in the areas of customer services and company policies as needed
- Review daily Reports and to follow up with team members accordingly (ie: Open Orders/EDI)
- Liaison with internal and external contact as required
- Provide guidance on OS&Ds investigation and disposition as needed
- Handle inquiries and consumer complaints as needed; provide appropriate solutions and alternatives within appropriate time limits and follow-up to ensure resolution and customer satisfaction
- Responds to escalated issues to facilitate solutions
- May provide direct customer support for complicated or critical issues

**Perform other Customer Services functions as required, including (but not limited to)**:

- Vacation coverage
- Assist with VMI-Vendor Manage Inventory
- Answer incoming calls received in Customer Service & Reception queues
- Retrieve consumer inquiries and complaints via website, phone and support complaints database
- Release, edit correct and update EDI orders
- Check for invalid dates, routes, items & customer numbers
- Tracking orders and PODs
- Outbound calls
- Investigating orders on hold due to pricing, MTO and others
- Invoicing / Release of orders to warehouse
- US accounts /Exports/Samples

**THE REQUIREMENTS**
- Post-secondary degree in Business, Supply Chain or related field or equivalent experience
- 3-5 years related supervisory experience
- Customer orientation and ability to adapt / respond to different types of personalities
- Excellent communication (written/spoken English) & people skills
- Ability to multi-task, prioritize, organize and manage time effectively
- Proficient Computer skills - Microsoft Office & ERP experience
- Ability to make decisions independently
- Ability to work under pressure
- Able to perform to a high level of accuracy and work to meet pre-determined objectives

We would like to thank all applicants for their interest; however only those selected for an interview will be contacted.

Piller's Fine Foods is an equal opportunity employer and considers qualified applicants for employment without regard to race, colour, creed, religion, national origin, sex, sexual orientation, gender identity and expression, age, disability, or any other protected factor. Piller's Fine foods is committed to working with and providing reasonable accommodation to individuals with disabilities. Please advise us if you require accommodation.

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