Customer Services Supervisor

3 weeks ago

Mississauga, Canada LLBA Professional Full time

**Company description**

**Job description**

In this role, you are a friendly, customer-focused individual who understands the importance and intricacies of being ready to serve the customer. As such, you have the understanding, skills and resources to deliver the optimal customer experience and in a performance driven culture you excel at executing the Customer Service Strategy and delivering results. In this role, you will provide exceptional customer service within our e-commerce and retail operations. This is a full-time role based at our Mississauga showroom and warehouse, within a high-growth, entrepreneurial environment that is mission-driven, results-driven and community oriented.

We’re looking for someone with a great attitude and ability to demonstrate humility, flexibility and adaptability in the professional setting. We’d love to hear from you if you are a passionate and committed individual who likes to work in a team environment and join our mission to revolutionize the way women and their stories are portrayed in the beauty industry.

**What you will bring to the role**:
**1. Customer Service Supervisor**:

- Manages a team of assigned customer service representatives and ensures they comply with company guidelines particularly related to quality of service.
- Monitors or reviews calls or other correspondence between representatives and customers.Become an expert on all our beauty B2B products.Ensures that representatives are informed about changes to company products and services.
- Collects data and prepares reports on customer complaints and inquiries.
- Prepares monthly reports summarizing the assigned customer service teams performance.
- Prepares knowledge-based documents such as summaries and responses to frequently asked questions.
- Identifies opportunities to update or improve customer service procedures and makes recommendations to the Director of Customer Service or other appropriate staff.
- Assists with budget preparation for the Customer Service department.
- Understand LLBA sales service standards and guidelines.
- Build and maintain relationships with customers and work on enhancing the customer experience at all times, utilizing a customer-first approach
- Consistently and thoroughly follow-up on client experience matters (orders lost/ delayed/damaged/etc...)
- Act with customers in mind, possess great networking and relationship management
- Leverage Product Knowledge as a differentiating factor in the service experience (Consistently seek trend and product knowledge to act as an expert for customers)
- Proven consultative skills to provide information, advice and guidance to customers on beauty products and services
- A good knowledge of various beauty products and services available
- Oversee, optimize, and improve the customer experience and the service process from end-to-end

**2. Retail Showroom**:

- Greet and help pick-up customers
- Support in-store customers to make a purchase online or cash purchases

**3. Teamwork**:

- Working with other teams (Warehouse/ Marketing/Accounting..) for daily operations
- Support team members.
- You are customer-oriented, self-learning, detailed, organized and punctual.
- Experience leading a customer service team and the managing the sales funnel process
- A deep understanding and working knowledge of Customer Service and associated Operations (customer management, sales, marketing etc.)
- You can work with the system and love new technology.
- A self-starter with strong initiative, ownership and accountability.
- You can work independently. **You have a great attitude and ability to be flexible and adaptable in a professional setting.**:

- You care about what you do no matter how big or small the task is.
- You have excellent attention to detail and visual presentation.
- Able to multitask while maintaining extreme attention to detail.
- Excellent written, verbal and visual communications skills and full proficiency in English.
- Excellent ability to work with and and build/maintain relationships with a wide variety of people.
- Ability to work under pressure in a fast-paced environment.
- You have experience in Retail, Customer Service, Hospitality and/or Administrative Experience.
- You have a strong desire to learn, excel and grow with us
- Bachelors degree preferred.
- At least three years of customer service experience required.
- Previous experience in a supervisory role preferred.
- Experience with Shopify a plus.

**Salary**: From $52,000.00 per year

**Benefits**:

- Casual dress
- Company events
- Dental care
- Extended health care
- Flexible schedule
- On-site parking
- Paid time off
- Store discount
- Vision care

Flexible Language Requirement:

- French not required

Schedule:

- 8 hour shift
- Day shift
- Monday to Friday
- Weekends as needed

Supplemental pay types:

- Bonus pay
- Overtime pay

Work Location: In person

Expected start date: 2023-07-10

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