Client Relations Supervisor

4 weeks ago

Canada Vestis Corp Full time

Position Overview: A Client Relations Supervisor (CRS) is responsible for ensuring that the designated team of Client Service Representatives (CSRs) operates in compliance with the organization's safety protocols while maximizing productivity and efficiency. This role is crucial for maintaining overall performance and client retention by guaranteeing that the CSR team delivers exceptional service to every client during each interaction.

Key Responsibilities:

  1. Proactively addresses daily challenges arising from individual and/or program-related issues to achieve established business objectives for client satisfaction with the organization's offerings.
  2. Oversees the daily operations of the client service program for the assigned area, setting clear expectations and leading by example.
  3. Aims for targeted outcomes from the assigned service team in critical areas such as safety, client retention, accounts receivable collection, reviews, renewals, pricing, loss/damage/image care, credits, route sales, and client satisfaction metrics.
  4. Conducts daily end-of-day activities for CSRs, either in person or through remote means.
  5. Engages with key accounts in alignment with the organization's account management goals.
  6. Facilitates and participates in training initiatives to ensure client retention and service objectives are met.
  7. Communicates regularly with direct reports to evaluate client service programs.
  8. Ensures prompt follow-up and resolution of all client alerts and communications.
  9. Confirms that client renewals and pricing align with the profitability targets of the branch.

Team Development and Management:

  1. Fosters and maintains strong relationships with the CSR team and extended service personnel.
  2. Effectively assesses, mentors, and enhances the service and sales capabilities of Client Service Representatives.
  3. Conducts formal annual performance evaluations with each direct report.
  4. Responsible for the timely execution of client service training programs.
  5. Ensures that all onboarding training programs are effectively implemented for new hires.

Safety Compliance:

  1. Actively ensures adherence to all safety training and compliance programs by service personnel.
  2. Oversees the completion of daily and weekly fleet inspections, audits, and reviews in a timely manner.
  3. Investigates and reports all accidents or incidents within 24 hours of notification.

Job Context: This role supports and manages the retention and service efforts of all client service representatives within the designated service area. Collaborates with the Client Operations Manager for personnel-related decisions.

Travel Requirements: This position may require local travel up to thirty percent of the time (no overnight stays). Due to specific geographic delivery areas, up to ten percent of this role may involve overnight travel.

Required Qualifications:

  1. Must possess the physical qualifications to operate a Commercial Motor Vehicle and hold a valid medical examiner's certificate.
  2. Associate's Degree in business or a related field, or equivalent experience.
  3. Two to four years of experience in a service-oriented environment.
  4. Demonstrated history of increasing responsibility with verifiable business outcomes.
  5. Ability to effectively engage and interact with a diverse range of clients.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

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