Supervisor Customer Experience

1 week ago

Brossard, Canada Metro Supply Chain Full time

JOIN OUR TEAM

Metro Supply Chain (MTH) is a strategic supply chain solutions partner for some of the world’s fastest growing and most recognizable organizations. We advance our customers’ business through innovative, real-world solutions within a culture that supports our communities, protects our environment, and enables our team to thrive. Managing 14 million square feet in 98 sites across North America and Europe with a team of 6,000, it is the largest privately-owned supply chain solutions company based in Canada.

JOB SUMMARY
Reporting to the CSR manager / The supervisor is responsible for handling first and second level escalations and cases that involve follow up. The CSR supervisor is the link between the hubs, the client and internal management and should see to matters being resolved in a timely fashion

RESPONSIBILITIES
- Work assignment and distribution
- Verification that work is being completed and in a timely manner
- Assist related CSR in escalations and daily tasks
- Ability to work using several different interfaces and programs
- Understanding, analyzing, and diagnosing the nature of the problem - priority escalations and assignment
- Thoroughness in clerical manual tasks and providing updates
- Ability to solve practical problems and think outside the box
- Ensures accuracy of data in different systems
- Responsible for Interviewing/Delegating the training for new employees
- Organizing schedules/absences/late/replacements/Agile
- Coaching opportunity 1 on 1 / Evaluating performance / Feedback / Employee development
- Engage meetings with CSR team regarding updates/ New processes / Q&A
- Assist to resolve employee issues/disputes/concerns if any
- Is committed to maintaining harmonious relationships with customers, clients/banners and the internal team
- Extra hours (overtime) such as early starts, stay backs and weekend work will be required on regular workdays during peak seasons
- Ensure customer satisfaction
- Guardians of the SOPs for each related client/banner
- Other related tasks

EXPERIENCE
- Experience in the customer service industry
- 1-2-year strong experience in team supervision specifically RONA environment

COMPETENCIES
- Customer Centricity
- Fostering Culture
- Collaboration
- Problem Solving & Decision Making
- Managing Through Change
- Developing Self & Others
- Planning & Results Orientation
- Communication
- Always Improving Mindset
- Business & Financial Savvy

EDUCATION
- College diploma or equivalent experience.

Why Join Us
- Work in an environment where safety is our first priority
- The opportunity to build a career with a growing company
- Medical, dental, and vision coverage for you and your family
- Life and disability insurance
- Wellness programs to support your family’s well-being
- A Retirement Savings Program with a company match
- Company team wear allowance
- Employee Appreciation Day
- Company sponsored social events
- Community volunteering

Should you require accommodation for a special ability or need during the recruitment process, please reach out to a member of our Human Resources Team.

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