Customer Service Team Leader

4 weeks ago

Québec, Quebec, Canada Graymont Limited Full time

POSITION OVERVIEW

Reporting to the Customer Service Manager for North America, the Customer Service Supervisor will develop and uphold a premier customer service team dedicated to delivering exceptional service to Graymont's clientele. This role involves overseeing a group of customer service representatives located across various regions in North America, ensuring the smooth and effective handling of customer orders, dispatching of deliveries, and addressing customer inquiries, complaints, and requests. The Customer Service Supervisor will serve as a key resource for Customer Facing Customer Service Representatives (CSRs), fostering a collaborative and supportive environment.

The ideal candidate will demonstrate flexibility, availability, and the ability to prioritize effectively in a dynamic work environment. A positive demeanor and strong interpersonal skills focused on customer satisfaction are essential for success in this role.

KEY RESPONSIBILITIES:

Lead, mentor, and develop Customer Facing CSRs to enhance their skills and empower them to make informed decisions. Maintain visibility with Customer Facing CSRs through regular in-person meetings, promoting open dialogue and collaboration on issues, potential solutions, and continuous improvement initiatives with all stakeholders, including Sales and Operations. Establish and monitor key performance indicators to assess customer service effectiveness. Provide monthly reports on customer service achievements.

oEnhance team capabilities to ensure consistent delivery of high-quality, accurate, and reliable service in alignment with established KPIs and processes.

Assist the Customer Service Manager in implementing standards and procedures for Customer Facing CSRs.

oCoordinate team operations and resources while identifying, developing, and executing strategies to boost operational performance.

oMonitor workload and performance; proactively address the training and development needs of team members and recommend appropriate development activities.

oIdentify opportunities for process automation and continuous improvement. Facilitate the integration of new systems and related reporting modifications.

oPromote and utilize One Graymont tools and processes, including but not limited to Sales and Operations Planning (S&OP) and Quality Management System (QMS), Transwide, and Salesforce.

oSupport and guide Customer Facing CSRs in adjusting customer demand forecasts (1-3 weeks) to ensure accurate and timely representation in the S&OP process.

·Provide and coordinate backup Customer Service duties for designated locations as necessary: Facilitate and assist in training and being trained in other cross-functional responsibilities within the department/region, including:

oReceive, process, and confirm customer orders, coordinating with various carriers to arrange for timely delivery of confirmed orders.

oEnsure that manual bills of lading for terminals or plants are processed accurately and promptly.

oManage railcar billing and collaborate with the rail team and railroads to trace, expedite, and resolve any issues affecting customer deliveries.

oCollaborate with Supply Planner and Sales team for customer demand planning for weeks 1-3.

oBe available for on-call after-hours duties as required.

·Proactively identify and address customer needs, going above and beyond to resolve escalated issues while providing outstanding service and adhering to Graymont's core values. Exceptional communication and interpersonal skills are crucial as you navigate complex challenges, keeping the customer at the forefront of your efforts.

·Collaborate cross-functionally with internal departments (Invoicing CSRs, Account Managers, Regional Sales VPs, Quality Assurance, Logistics) to ensure that customer inquiries and issues are resolved effectively.

·To maintain and enhance process and system efficiency, the Customer Service Supervisor, in conjunction with the Customer Service Manager, plays a vital role in the following Order to Cash activities:

oAct as a Subject Matter Expert for assigned systems or applications.

oRespond to O2C issues faced by the user community; develop and manage business process support activities.

oTest new functionalities, develop, implement, and update standard operating procedures for the department.

oProvide training, guidance, and support across the organization and with relevant stakeholders on compliance, documentation, and processes (new/changes).

REQUIRED QUALIFICATIONS

·5-7 years of experience in Customer Service, Inside Sales, and Transportation.

·Demonstrated ability in team building, people development, mentoring, and leadership.

·Strong verbal and written communication and time management skills are essential.

·A commitment to service excellence with a focus on customer needs.

·High level of expertise in JDE Order Management, Transportation, and other business process tools such as Cognos, MS Office, and Graymont Customer Portal.

·Willingness to learn additional software as required.

·Detail-oriented, confident, tactful, and supportive.

·Ability to manage a high workload with minimal direction or supervision amidst frequent interruptions.

·Strong verbal and written communication and time management skills are essential.

·Availability to travel up to 20% of the time.

·Bilingual/French proficiency is required.

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