Customer Service Supervisor

7 months ago

Vaughan, Canada Lynden International Logistics Company Full time

Lynden International Logistics Co., a leader in the field of 3rd party logistics for the healthcare & consumer goods industries. As a leading advocate of operational efficiencies, we take pride in developing customized solution protocols within our systems, to meet the needs of our client partners within the healthcare industry.

Lynden International Logistics Co. is looking for a Customer Service Supervisor who can exercise discretion and independent judgment to successfully oversee and supervise the operations of the customer service department. This individual will be responsible for organizing, directing, coordinating and delegating tasks and training new customer/account service representatives and support personnel. They will assist in developing and documenting processes and act as a knowledgeable resource for the team. They will supervise the work of the Account/Customer service team and oversees that order desk calls are answered in a timely, and accurate basis in compliance with client policies.

**Job Title**: Customer Service Supervisor

**Department**: Customer Service

**Location**: Vaughan

**Position Description**: The Customer Service Supervisor reporting into the VP of Customer Service/Administration, exercises discretion and independent judgment to successfully oversee and supervise the operations of the customer service department. Responsible for organizing, directing, coordinating and delegating tasks and training new customer/account service representatives and support personnel. Assists in developing and documenting processes and acts as a knowledgeable resource for the team. Supervise the work of the Account/Customer service team and oversees that order desk calls are answered in a timely, and accurate basis in compliance with client policies. Assists in the implementation of new clients, as well as the training of new staff on company policies and procedures.

**Duties & Responsibilities**:

- Daily supervision of all customer /account service and/or clerical staff.
- Trains, motivates staff under supervision.
- Problem solving with proposed corrective action
- Liaise with and maintain good relations with all clients/customers.
- Responsible for the introduction, training and monitoring of new accounts.
- Handles office related problems.
- Service knowledge and the ability to provide back-up for Account Service Representatives and order desk is required.
- Responsible for providing customer service, clerical and administrative duties to a clients and their customers, ensuring accuracy and complete confidentiality.
- Resolves customer problems and complaints.
- Assists with logging any helpdesk related issues.
- Responsible for the introduction, training and monitoring of new accounts and new employees.
- Product knowledge and the ability to provide back-up for account/customer service representatives and order desk if required.
- Perform other duties as required and assigned by your Manager and upper management
- Ensure all month end criteria for each client are met - for example, invoicing.
- Payroll and absentee data entry.
- Oversee the resolution of transportation issues.
- Monitors departmental KPI’s to ensure that the Customer/Account Service Representative team meets goals and shows continuous improvement.
- Document and evaluate teams progress and development

**Skills/Training Required**:

- Support the VP of Customer Service/Administration on any daily tasks that may be required
- Actively lead and train members of the Customer / Account Service Team to achieve maximum results i.e. KPI’s measurements
- Ability to work independently and as a team member.
- Excellent knowledge of all office and client procedures.
- Excellent written and verbal communications skills.
- Required to present a professional image as position has constant contact with clients/customers.
- Ability to deal with employees, clients and clients’ customers.
- Ability to solve problems and inquiries.
- Must have excellent organizational skills.
- Capability of taking charge
- Good leadership qualities/good interpersonal skills.
- Ability to react and work under pressure with mínimal supervision.
- Ability to make decisions and knowledgeable recommendations.
- Ability to have work completed with specified time frames.
- Neat, thorough and possesses excellent time management skills.
- Proficient with Microsoft Word and Excel programs.
- Attention to detail
- Self-starter/ Positive attitude.
- Excellent problem solving, planning and evaluation skills
- Assist in developing and maintaining strong, collaborative customer relationships through proactive engagement on complex customer issues, where escalation will likely be required.
- Communications with other departments.
- Good leadership qualities/good interpersonal skills.
- Ability to react and work under pressure with mínimal supervision.
- Ability to make decisions and knowledgeable recommendations.
- Ability to complete work within specified t

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