Customer Service Supervisor

7 days ago

Toronto, Canada Armstrong Fluid Technology Full time

Imagine working at the forefront of innovation in fluid-flow technology, with over 1400 colleagues across the globe, and contributing to a legacy of excellence that spans eight manufacturing facilities on four continents. Armstrong Fluid Technology is more than just a leader in our industry; we are a community of the brightest and most creative minds, driven by a shared mission to engineer the future and safeguard our planet.

As a member of our team, you'll dive into an environment that encourages learning and boundary-pushing every day. You'll be part of an agile and dynamic workplace where today's solutions are built for tomorrow's challenges.

We are seeking a motivated and experienced Customer Service Supervisor to oversee the day-to-day operations of customer services teams in Canada. As The Customer Service Supervisor, you will play a key role in ensuring high-quality service delivery by supporting team members, managing escalation, and maintaining a positive work environment. If you have a passion for customer service and a talent for team supervision, we invite you to join our dynamic organization.

This position is based out of Scarborough, Ontario. In addition to annual initiatives, the responsibilities are as follows:
**Key Accountabilities**:
**Team Support and Supervision**:

- Supervise and support customer service representatives in their daily tasks, ensuring adherence to company policies and procedures.
- Assist in the development and monitoring of Key Performance Indicators (KPIs) to evaluate team performance and drive improvements in service delivery.
- Provide guidance on handling complex customer inquiries and escalations, ensuring swift and effective resolutions.
- Conduct regular training sessions to enhance the team’s skills and product knowledge.
- Promote a positive and collaborative team environment, encouraging teamwork and continuous improvement.

**Customer Interaction**:

- Maintain regular communication with customers, ensuring their needs are met with professionalism and effi
- Handle escalated customer issues that require additional attention, working towards satisfactory outcomes for both the customer and the company.
- Monitoring interactions to ensure service standards are maintained, providing feedback and coaching to team members as needed.
- Provide response to customer queries in a timely manner.

**Operational Oversight**:

- Oversee the processing of customer orders, returns, and support tickets, ensuring accuracy and timeliness.
- Coordinate with internal departments such as sales, logistics, and finance to ensure smooth order processing and customer satisfaction.
- Monitor order backlogs and expedite processing where necessary, keeping customers informed of delivery statuses and addressing any issues that arise.

**Reporting and Continuous Improvement**:

- Generate regular reports on customer service performance metrics, including response times, resolution rates, and customer satisfaction.
- Analyze data to identify trends and areas for improvement, recommending actions to enhance the customer support function.
- Collaborate with the Customer Support Manager to implement best practices and process improvements across the team.

**What We’re Looking For**

To thrive in this role, you should bring:

- Bachelor’s degree in business management, communications, or related fields
- Strong organizational skills to manage multiple tasks and prioritize effectively
- Experience working with support and ticketing tools such as Zendesk, Salesforce and Microsoft Dynamics.
- Excellent communication and interpersonal skills, with the ability to effectively interact with both customers and team members.
- Minimum three years’ experience managing a group of support professionals, with a strong focus on team building and customer satisfaction.
- Problem-solving abilities to address customer issues and support team members in finding solutions.
- Familiarity and experience with the HVAC industry.
- Proficiency in using ERP and MRP systems for order processing and customer management.
- A collaborative and supportive leadership style, with a focus on fostering team development and a customer-centric culture.

**Why Armstrong Fluid Technology?**

By joining us, you’ll become part of a global community dedicated to pushing the boundaries of fluid-flow technology. You’ll have endless opportunities to learn, grow, and make a significant impact on the world. Together, we'll build tomorrow’s solutions today.

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