Supervisor, Customer Service

7 months ago

SaintHubert, Canada Techo-Bloc Full time

Company Description

At Techo-Bloc, we aren’t just paving patios - we’re paving the way for great careers Founded on a culture of innovation, we manufacture landscaping products focused on design, durability and flair. Our growing team is seeking passionate people, ready to make an impact. Intrigued? Come grow with us.

**Why work for us?**

Techo Bloc offers its valued employees a competitive salary and a comprehensive benefits package. In this role we will offer you:

- A **structured and comprehensive training program **over several weeks with an **Expert Trainer.**:

- A **career development** plan with **salary progression** allowing you to continue to learn and grow in multiple areas.

Other perks:

- Leaders who are invested in your success;
- Have a dynamic job and evolving career path;
- Develop your skills and grow;
- Inhouse Leadership development and personalized coaching program;
- Free access to a virtual family doctor through virtual care;
- RRSP with employer contribution;
- Barbecues and Christmas parties;
- Generous bonus program;
- Considerable referral bonuses;
- Employee discounts on Techo-Bloc’s products;
- Employee Assistance Program (EAP available 24/7);
- English and French language courses available (if it’s a work requirement);

**Job Description**:
Reporting to the Senior Manager, Customer Service, you will play an integral role in the development of our department strategy and in developing our team’s talent. This role includes managing a team of 10 Customer Success Specialists (Dealer Orders / Dealer After Sales), developing, retaining talents, and providing the highest standards in customer service through innovation and process improvement.

Key Activities
- Responsible for recruiting, selecting and developing employees;
- Coaches, supports, disciplines employees when performance standards are not met and drafts performance improvement plans when required;
- Accomplishes staff results by communicating job expectations, planning, monitoring, and appraising job results;
- Coordinates and enforces systems, policies, procedures, and productivity standards;
- In collaboration with the Senior Manager, participates in defining department / team’s objectives and conduct mid-term and year end evaluations;
- Performance management through KPIs defined for the department;
- Regularly reviews customer interactions and coaches in consequence;
- Sets and maintains regular team meetings;
- Participates in the planning and execution of policies and procedures;
- Assisted in the processing of purchase orders and phone calls when necessary (up to 25% of the time)

**Qualifications**:

- Minimum of 3 years of experience as a Manager (Industry experience preferred);
- Bachelor’s degree;
- Excellent written and oral communication skills in both French & English;
- Experience and knowledge of ERP systems;
- Ability to coach and mentor as well as delegate responsibility and ownership of various tasks;
- Strong ability to lead, motivate and provide guidance and constructive feedback to team;
- Advanced Excel and data analysis skills;
- Excellent organization, time management and planning skills to manage multiple priorities;
- Flexible and adaptable to changes, ability to work well under pressure;
- Ability to collaborate effectively with other departments and build synergies for mutual benefits;
- Listening skills, to understand exactly what customers and team members require;
- Excellent problem-solving skills;
- Creative thinking, to be able to come up with new ideas to improve customer service standards.

Additional Information
- We thank all applicants for their interest; however, only successful applicants will be contacted._
- The use of the masculine gender has been adopted for ease of reading and is not intended to be discriminatory._

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