Customer Service Supervisor

2 months ago

Calgary, Canada NFI Industries Full time

Reporting to the Customer Service Manager, the Customer Service Supervisor oversees and leads a team of Customer Service Representatives who support customer account administration.

**Job Summary**:
***Essential Duties & Responsibilities**:

- Supervises CSR and office staff on a day-to-day basis.
- Set direction for team members including a commitment to constantly exceed the needs of our customers. Actively promotes and reinforces the company’s core values, culture and strategic initiatives with CSRs.
- Ensures that all CSR’s are trained in data entry.
- Coordinates closely with customer service staff to maintain/grow a high level of customer satisfaction through open communications with the customers, operations and senior management.
- Oversee the development and engagement of the all team members and partner with the CS Manager and Office Manager to ensure all team members receive the coaching and training they need to meet/exceed expected performance level.
- Understand the needs and priorities of the business and ensures that CSR’s execute to meet these needs and priorities.
- Understand and utilize key performance metrics to drive individual and team performance.
- Ensures that weekend and month end closings are complete in conjunction with Customer Service Manager
- Coordinates end of month efforts to ensure transactional and accessorial billings are completed.
- Recommends programs to senior management to improve the operation of the office.
- Coordinates closely with CSR’s to ensure that a proper audit trail of all customer inventory and billing transactions is maintained.
- Reviews personally or audit assigned personnel to check all transactions prior to being finalized.
- Audits weekly activity records to ensure accurate productivity.

**Requirements**:

- High School diploma or equivalent; Diploma and/or Bachelor’s degree preferred
- 1-2 years of relevant work experience in a customer-facing role and possesses excellent customer service skills.
- Minimum of 2 years in a supervisory or management position similar experience in a supervisory position
- Strong analytical and mathematical skills
- Ability to work in a fast paced environment - Should be able to multi-task with proven follow-through and adherence to changing priorities and deadlines

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