Customer Service Leadership Role

2 weeks ago


Québec, Quebec, Canada Graymont Limited Full time

Job Summary:

As a Customer Service Supervisor at Graymont Limited, you will play a vital role in establishing and maintaining a world-class customer service team. You will oversee a team of customer service representatives, ensuring the efficient and effective receipt and delivery of customer orders, dispatching of delivered loads, and resolution of customer inquiries, complaints, and requests.

Key Responsibilities:

  • Manage, coach, and develop customer-facing CSRs to reach higher competencies and empower them to make decisions commensurate with their abilities.
  • Be visible to customer-facing CSRs by meeting in person on a frequent basis and encouraging open communication and collaboration of issues, possible solutions, and continuous improvement recommendations with all stakeholders, including sales and operations.
  • Develop and measure key performance indicators to track and evaluate customer service performance. Submit monthly status reports on customer service highlights.
  • Build the capacity of the team to ensure they consistently deliver high-quality, accurate, and consistent service in line with defined KPIs and processes.

Requirements:

  • 5-7 years of experience in customer service, inside sales, and transportation.
  • Proven team building, people development, mentoring, and leadership skills.
  • Excellent verbal and written communication and time management skills are required.
  • Dedicated and passionate for service excellence by focusing on customer needs.


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