Customer Care Supervisor

6 months ago

Mississauga, Canada Mersen Canada Toronto Inc Full time

**Mersen is a global expert in electrical specialties and advanced materials for high-tech industries. With more than 50 industrial sites and 16 R&D centers in 35 countries around the world, Mersen develops custom built solutions and delivers key products to its clients in order to meet the new technological challenges shaping tomorrow’s world. For over 130 years, Mersen has focused tirelessly on innovation to accompany its clients and meet their needs. Be it in wind power, solar power, electronics, electric vehicles, aeronautics, space or countless or other sectors, wherever technology is progressing, you will always find a bit of Mersen.**

Customer Care represents a critical function provided by the company to our customers. The customer service supervisor will build and maintain a strong team while managing the interface between customers, sales, operations, and customer care to ensure that customer transactions are handled efficiently, accurately, professionally, and effectively for entire product portfolio. Responsible for developing new customers and supporting the annual sales plan and company strategy.

**Principle Duties and Responsibilities**

Responsible for transactions relating to order entry, shipping, product availability, credit, emergency order shipments and exports.

Work with and coordinate with other departments and functions to guarantee customer satisfaction.

Maintain accurate customer account files.

Ensure that various functional and departmental procedures are properly documented.

Train department personnel to ensure that they effectively provide customer service and satisfaction.

Work with IS, Sales Management, Production and Warehousing to improve processes and support equipment leading to improved customer service.

Understand and support the annual sales budget.

Develop new customer base and grow the existing. Quoting and follow-up to drive business.

Oversee that all pricing discrepancies are handled accurately, efficiently, ensuring compliance with global standard processes.

Lead Customer Care order management processes and ensure that processes are accurate, efficient, documented, compliant and align with global standard processes.

Coordinate Item Creation for the Toronto Branch for new parts, updating parts and changing parts. Responsibility includes being the gatekeeper for these transactions and ensuring complete and accurate information is loaded into the Toronto organization in JDE.

Lead projects and initiatives to review and clean Item Branch data for the Toronto organization.

EP Connect, understand the capabilities of the site to support customers. Collaborate with the Customer Care team in Juarez to support customer requests and resolve issues.

Collaborate with cross functional teams globally and across the Customer Care organization to build relationships and improve process handoffs.

Manage Customer Care Key Performance Indicators including Call Queue Management and Case Management. Monitoring Daily, Weekly and Monthly metric reporting and adhering to a reporting cycle to measure, monitor and improve team performance.

Initiate part maintenance sheets for new parts, changes to parts and transfer pricing.

Attend site management meetings as required.

Maintain 5S/QPC initiatives within the department.

Maintain, update ISO manual, and participate in meetings as required.

Provide support during external and internal audits.

Oversee and assessing customer service staff activities, and provide with regular performance-related feedback (annual reviews etc.

Perform additional duties where needed.

**Minimum Requirements**

Minimum grade 12 education with 3 - 5 years in a Customer Service manufacturing environment.

Significant experience managing a Matrix Customer Service organization.

Superior administration, organizational and management skills.

Excellent communication and interpersonal skills.

Sound grasp of technical requirements associated with a computerized Information/order processing systems and equipment.

CRM Experience (Salesforce preferred)

ISO Training an asset.

Travel 20-25%.

**Job Types**: Full-time, Permanent

**Benefits**:

- Company pension
- Dental care
- Disability insurance
- Employee assistance program
- Extended health care
- Life insurance
- On-site parking
- Vision care

Schedule:

- 8 hour shift
- Monday to Friday

Supplemental pay types:

- Bonus pay

Work Location: Hybrid remote in Mississauga, ON

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