Customer Service Supervisor

5 months ago

VaudreuilDorion, Canada Quadra Full time

**Position**: Customer Service Supervisor

**Location**: Vaudreuil-Dorion, Quebec (Hybrid / Flexibility policy)

**Status**: Permanent, full-time (1)

Are you a charismatic leader looking for a role where you will make a difference to your team? Are you defined as an empathetic person, an excellent team player and a positive leader? You like challenges and making quick decisions in action? We are currently looking for our next Customer Service Supervisor to oversee our team of Customer Service Representatives, Advisors and Specialists that are based out in our modern head office in Vaudreuil-Dorion, Quebec.

Our commitment to excellence has earned us a strong reputation in the industry. Now, we're looking for an enthusiastic Customer Service Supervisor to help us maintain and elevate our exceptional customer service standards.

About your future team
At Quadra, we put people first so that together, we can reimagine the possibilities.
We offer you the opportunity to be part of a collaborative, innovative and determined team within a growing, people-oriented, a Great Place to Work® certified organization. You will work with dynamic colleagues who are eager to share their knowledge with you. Quadra Chemicals is one of North America's leading distributors of chemicals and ingredients. We have facilities across Canada and in select markets in the United States. We are a rapidly growing company with a long-term commitment to our employees. If you are committed to excellence, you belong at Quadra. Our employees are professional and passionate about our business.

Here are the main responsibilities of a Customer Service Supervisor:
Leadership
- Lead, coach and inspire the customer service team in Vaudreuil-Dorion in a manner that encourages the team to take ownership and responsibility for customer service and productivity
- Lead weekly meetings with team, ensure follow-ups and distribution of tasks
- Performance management, service level management for his/her team and ensure that service meets Quadra's requirements and standards
- Ensure that team members understand the strategic objectives of the department as well as their personal objectives
- In collaboration with the Customer Service Manager, responsible for maintaining an environment that supports Quadra's vision and culture of agility, empathy and fun at work
- Ensure goals and performance reviews are completed with all team members: including annual plan, mid-year reviews and annual performance reviews
- Ensure onboarding, integration, training and coaching is provided to support the development and learning of team members
- Participate to national meetings, trainings, conference with the other Supervisors and/or Sales Team as requested by the Customer Service Manager

Technical role
- Understand the role of a customer service representative and be able to assume and master all facets of the role
- Assess areas, trends and root causes that require improvement or action
- Communicate across all internal departments to resolve issues and ensure the highest level of customer satisfaction
- Assume a key role with the sales team to become a partner of choice to continue to support customers in the best way possible

Procedures and continuous improvement
- Ensure that continuous improvement initiatives and procedures are understood and followed within the customer service team
- Implement, promote and ensure a clear understanding of all procedures and technology changes
- Encourage collaboration within the team to find ways to improve productivity - using technology and process innovation
- Identify, analyze and improve existing processes within the department with the goal of improving process efficiency. Proposal for continuous improvement
- In collaboration with other supervisors, the UX department and the learning department, create training materials and cheat-sheets to help the team in its development
- Participate in various inter-departmental meetings to support department growth and continuous improvement

**Which key skills and attributes are we looking for?**:

- Strong leader that communicates well, respect their people and show empathy
- Supportive, lead by example and able to create a vision
- Agility, flexibility and adaptability
- Innovation and creativity; strong problem-solving skills
- Strong negotiation skills and decision-making skills
- Proven experience in process analysis and continuous improvement

What qualifications / requirements are needed to have success in this role ?:

- Have a post-secondary diploma or College diploma ideally in Business, Administration, Management, or any related field
- 10+ years of relevant experience in Customer Service experience ideally within the distribution, manufacturing and/or procurement industry
- Minimum of 5 years of proven leadership, management, team supervision, performance management, and multi-project management experience
- Excellent team-building skills and people first mindset
- Strong c

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