Customer Support Supervisor

7 days ago

St Jacobs, Canada Home Hardware Stores Limited Full time

Home Hardware has an exciting opportunity available for a
**Customer Support Supervisor** to join our eCommerce team. Reporting to the Customer Experience Assistant Manager, you will be responsible for providing first level direction to the Customer Experience team (Customer Support Level 1 & 2, as well as eCommerce Dealer Support as needed) to ensure Consumer and Dealer’s requests and problems are resolved in a timely and professional manner.

If you are a positive leader that is task and detail orientated with excellent interpersonal skills, we would love to hear from you

**What You’ll Do**:

- Provide direction to Staff on daily tasks, scheduling and ensuring processes are followed so that the service levels are maintained.
- Act as a first point of escalation for staff by providing directional assistance on issues covering all aspects of the Dealer questions and Customer Service, for both Online and Store experience.
- Coach staff individually on a weekly basis to provide performance feedback and develop action plans to meet all performance targets.
- Drive a culture of continuous improvement, proactive problem management and focus on customer experience.
- Develop and monitor effective quality review processes (i.e. customer calls and administrative tasks) to ensure that the team meets established quality objectives.
- Provides ongoing daily support to the team to assist with Customer and Dealer questions and update knowledge base with new processes and communication updates.
- Develop and implement plans to manage fluctuations in volume of work to ensure effective and efficient use of resources.
- Based on trends, provide recommendations, solutions, best practices, and advice to the Director, on processes, guidelines, enhancements, and call center operational activities.
- Establish and maintain strong working relationships across the organization to effectively develop and make recommendations to address customer related initiatives.
- Communicate gaps and recommendations relating to training, documentation, workflow, and process to stakeholders. Identify trends across the team and individuals.
- Provide reports which include service measures, turnaround-times, productivity, and variances in performance.
- Ensure that call centre staff are professional on the phone and follow company protocols.
- Assist in training new staff and onboarding process.

**What we’re looking for**:

- Secondary school diploma or equivalent with post-secondary courses in Business or Communications is preferred.
- Three to five years’ experience in Customer Support and one to three years of supervising a team of direct reports.
- Previous leadership experience with customer service experience within retail, sales, or call center environments. Ability to assume responsibility and provide fair leadership to staff under supervision.
- Solid understanding of call centre operations, online order processing, and retail customer service.
- Excellent organizational and multi-tasking skills and adaptable to changing priorities and challenging situations. Ability to work under pressure and meet deadlines.
- Excellent communication, interpersonal, organizational, and problem-solving skills.
- Knowledge of MS Office, Excel, and knowledge of MS Dynamics or other popular CRM systems is an asset.
- Fluently bilingual in French and English (Written and Oral) is an asset.

We thank all applicants for their interest, however only those applicants selected for an interview will be contacted.

  • Customer Support Representative- Level 1

    1 week ago

    St. Jacobs, Canada Home Hardware Stores Limited Full time

    We have a fantastic opportunity to join our Marketing team as a **Customer Support Representative - Level 1. **Reporting to the Customer Experience Supervisor in this role you will be responsible to provide a single point of contact for customers and Dealers contacting Home Hardware Stores Limited Head Office for both online shopping support and store...

  • Customs & Imports Assistant

    2 weeks ago

    St. Jacobs, Canada Home Hardware Stores Limited Full time

    Join our Home Hardware Team as a **Customs & Imports Assistant** at our Dealer Support Centre located in St. Jacobs, Ontario. You will be part of the fantastic Traffic & Inbound Logistics Department and report to the Customs Supervisor. In this role you will provide valuable administrative support to the Supervisor and Department. If you have strong...

  • Retail Support Representative

    3 weeks ago

    St. Jacobs, Canada Home Hardware Stores Limited Full time

    Our Dealer Services team is growing, and we have multiple opportunities to join our team as a **Retail Support Representative. **Reporting to our Dealer Services Supervisor, you will be responsible for providing fast and accurate operational information and excellent customer support to our Dealer Owners and their staff. If you are a strong multi-tasker...

  • Retail Support Representative

    2 weeks ago

    St. Jacobs, Canada Home Hardware Stores Limited Full time

    Home Hardware has an exciting opportunity available for a **Retail Support Representative **to join our Dealer Services Team. Reporting to our Dealer Services Supervisor, you will be responsible for providing fast and accurate operational information and excellent customer support to our Dealer Owners and their staff. If you are a strong multi-tasker with a...

  • Client Support Supervisor

    2 weeks ago

    St. Marys, Canada Trouw Nutrition Full time

    **Trouw Nutrition is hiring**we’re looking to add a** Client Support Supervisor** to our team in **St. Mary’s, ON**. - Are you a natural leader with a passion for delivering exceptional customer support? Do you thrive in a fast-paced environment, leading a team to success? If so, we have an exciting opportunity for you to join Trouw Nutrition as a Client...

  • Desktop Support Department Assistant

    3 weeks ago

    St. Jacobs, Canada Home Hardware Stores Limited Full time

    Our Infrastructure & Security team is looking for a **Desktop Support Department Assistant. **Reporting to the Manager, Desktop Support, you will be responsible for creating accurate Dealer invoices, as well as maintaining and tracking inventories of all IT services billed. We are looking for an individual that has knowledge in financial management and...

  • Manager, Ecommerce Customer Experience

    1 week ago

    St. Jacobs, Canada Home Hardware Stores Limited Full time

    Home Hardware has an amazing opportunity to join our Marketing team as an **eCommerce Customer Experience & Operations Manager**. Reporting to the Director, eCommerce, you will be responsible for directing the day-to-day operations/activities of the Omni Channel Customer Experience & Operations teams, including supporting our customers and dealers,...

  • Replenishment Supervisor

    7 days ago

    St. Jacobs, Canada Home Hardware Stores Limited Full time

    We are looking for an experienced and knowledgeable **Replenishment Supervisor** to join our Inventory Planning and Replenishment team. Reporting to the Manager, Replenishment, you will be responsible for forecasting, replenishing and managing inventory for key categories, while analyzing business results for opportunities and risk. In addition, you will...

  • Supervisor/server

    7 days ago

    St. Jacobs, Canada Fat Sparrow Group Full time

    **Stone Crock Inc is looking for a Supervisor/Server to join our teams!** **Terms**:Full time, 35-40 hours per we Flexible availability is a plus! Possible locations include Jacob's Grill & The Pub. **REQUIREMENTS**: - Smart Serve Certified - Serving experience - Managing/Supervising experience - Conflict Resolution - Expert Organization Skills -...

  • Facilities and Equipment Supervisor

    7 days ago

    St. Jacobs, Canada Home Hardware Stores Limited Full time

    We are looking for an experienced and knowledgeable **Facilities and Equipment Supervisor** to join our team. Reporting to the Director, Facilities and Equipment, you will be responsible for providing supervision, training, and coaching to the facilities team with respect to the conveyor and building, ensuring a safe operation and adherence to maintenance...

  • Distribution Support Manager

    2 weeks ago

    St. Jacobs, Canada Home Hardware Stores Limited Full time

    We are looking for an experienced and knowledgeable **Distribution Support Manager** to join our St Jacobs Distribution team. Reporting to the Director of Distribution, you will be responsible for the effective management and leadership of the St Jacobs Inbound and Outbound teams, Custodial, Returns and DMS Support teams, as well as all offsite distribution...

  • Customer Service Supervisor

    2 weeks ago

    St. Catharines, Canada Essential HR Full time

    Are you looking for an opportunity where you can flex your Customer Service skills while being a part of a team that you love to work with? Are you an energetic professional who enjoys seeing team relationships grow and strengthen? At DiCAN we're committed to learning and continuous growth within the Company. We foster a great culture of people who want to...

  • Facilities and Equipment Supervisor

    2 weeks ago

    St. Jacobs, Canada Home Hardware Stores Limited Full time

    **Welcome Home!** We’re more than Canada’s largest independent hardware and building supplies retailer—we’re part of the community. **Driving Excellence: Lead Maintenance to New Heights!** As a Supervisor, Facilities and Equipment, you will be responsible for providing supervision, training, and coaching to the facilities team with respect to the...

  • Sales Support Coordinator

    3 weeks ago

    St. Jacobs, Canada A&F Souvenir, ULC Full time

    Celebrating over 60 years, A&F Souvenir has been known for its quality products and service in the souvenir industry. Specializing in drink ware, wall plaques, clocks, and magnets, our small business has been successful manufacturing and decorating our products in-house, in the lovely town of St. Jacobs. With our desire to grow the company and become more...

  • Library Branch Coordinator

    1 week ago

    St. Jacobs, Canada Region of Waterloo Full time

    **Our Story**: Committed to fostering opportunities for current and future generations, the Region of Waterloo is an inclusive, thriving, and sustainable region of connected rural and urban communities with global reach. Our mission is to serve, engage and inspire, by delivering quality services to a diverse population of 630,000+, while creating a healthy,...

  • Bookkeeper Systems Support

    1 week ago

    St. Jacobs, Canada Home Hardware Stores Limited Full time

    Home hardware has an exciting opportunity for a **Bookkeeper Systems Support **to join our Retail Team. Reporting to the Retail Store Manager, you will be responsible for the entirety of bookkeeping requirements for the Retail Hardware Store, including accounts payable, accounts receivables and additional reporting. If you have strong attention to detail...

  • Representative, Ecommerce Dealer Support

    4 weeks ago

    St. Jacobs, Canada Home Hardware Stores Limited Full time

    Home Hardware has an exciting opportunity available for an **eCommerce Dealer Support Representative** to join our eCommerce team. Reporting to the eCommerce Customer Experience Assistant Manager, you will be the primary point of contact providing professional service to enhance the overall Dealer experience for Home Hardware as it pertains to eCommerce. If...

  • Barista/customer Service

    2 weeks ago

    St. Jacobs, Canada LenJo BakesThe Shed: A Cafe by LenJo Bakes Full time

    **Company description** Here at LenJo Bakes and The Shed: A Cafe by LenJo Bakes we take great pride in making everything from scratch - no shortcuts! We use quality ingredients (local where possible) and do our best to bring interesting and delightful treats to our community. Along with our baked goods, we offer single-origin espresso beverages and that's...

  • Customer Service/administration

    3 weeks ago

    St. Jacobs, Canada Manufacturers Automation Full time

    **About us** Manufacturers Automation is a small / medium business in Industrial IT PRODUCTS in St. Jacobs, ON N0B 2N0. For over 40 years, we've been a trusted industrial automation and connectivity partner across Canada, delivering innovative solutions and products. We are seeking an organized, detail-oriented and reliable individual to join our team. The...

  • Account Supervisor, Client Success

    2 weeks ago

    St. Jacobs, Canada Quarry Full time

    Do you thrive in a fast-paced agency environment? Do you have a passion for building meaningful client relationships? Do you want to be a part of a team that’s leveraging modern marketing practices and new technologies to do things differently (read: smarter)? Are you looking to join a vibrant, growing agency with a proven track record? If you describe...