Customer Service Team Lead
4 days ago
Graymont Limited is seeking a highly skilled Customer Service Supervisor to lead our customer-facing team and deliver exceptional service to our customers. As a key member of our operations team, you will be responsible for establishing and maintaining a world-class customer service team, overseeing a team of customer service representatives, and ensuring the efficient and effective receipt and delivery of customer orders.
Key Responsibilities- Team Leadership: Manage, coach, and develop a team of customer-facing representatives to reach higher competencies and empower them to make decisions commensurate with their abilities.
- Customer Service Excellence: Develop and measure key performance indicators to track and evaluate customer service performance, and submit monthly status reports on customer service highlights.
- Process Improvement: Build the capacity of the team to consistently deliver high-quality, accurate, and consistent service in line with defined KPIs and processes.
- Operational Support: Support the Customer Service Manager in implementing standards and processes with the customer-facing team, and coordinate team operations and resources.
- Training and Development: Monitor workload and performance, proactively address learning and development needs of team members, and recommend development activities.
- Continuous Improvement: Identify opportunities for process automation and continuous process improvement, and support the integration of new systems and subsequent reporting changes.
- Customer Demand Forecasting: Support and lead customer-facing representatives in adjusting customer demand forecast (1-3 weeks) to ensure demand is accurately and timely represented in the S&OP process.
- Back-up Customer Service Duties: Provide and coordinate back-up customer service duties for assigned locations as necessary, including receiving, processing, and confirming customer orders, and ensuring manual bills of lading for terminals or plants are accurately processed in a timely manner.
- Customer Communication: Identify and promptly respond to customer needs, going above and beyond to resolve escalated issues while providing exceptional service and adhering to Graymont's core values.
- Collaboration and Communication: Work cross-functionally with internal departments to ensure customer questions and problems are resolved, and to reach and maintain efficiency of processes and systems.
- Experience: 5-7 years' experience in customer service, inside sales, and transportation.
- Leadership Skills: Proven team building, people development, mentoring, and leadership skills.
- Communication Skills: Excellent verbal and written communication and time management skills are required.
- Technical Skills: Demonstrated high level of expertise in JDE Order Management, Transportation, and other business process tools such as Cognos, MS Office, and Graymont Customer Portal.
- Language Skills: Bilingual/French required.
- Availability: Available to travel up to 20% of time.
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