Customer Service Team Lead

2 weeks ago


Québec, Quebec, Canada Graymont Limited Full time

Job Summary

The Customer Service Supervisor will be responsible for leading a team of customer service representatives to deliver exceptional service to Graymont's customers. The ideal candidate will have a proven track record of team building, people development, and leadership skills.

Key Responsibilities

  • Manage and develop a team of customer service representatives to ensure they consistently deliver high-quality service.
  • Develop and measure key performance indicators to track and evaluate customer service performance.
  • Support the Customer Service Manager in implementing standards and processes with the customer service team.
  • Coordinate team operations and resources to improve operational performance.
  • Monitor workload and performance, and address learning and development needs of team members.
  • Identify opportunities for process automation and continuous process improvement.
  • Develop and utilize One Graymont tools and processes, including Sales and Operations Planning (S&OP) and Quality Management System (QMS).
  • Provide and coordinate back-up customer service duties for assigned locations as necessary.
  • Identify and promptly respond to customer needs, going above and beyond to resolve escalated issues.
  • Work cross-functionally with internal departments to ensure customer questions and problems are resolved.

Requirements

  • 5-7 years' 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.
  • Dedicated and passionate for service excellence by focusing on customer needs.
  • Demonstrated high level of expertise in JDE Order Management, Transportation, and other business process tools.
  • Willing to learn other software packages as required.
  • Detail-oriented, self-assured, tactful, and supportive.
  • Ability to handle high workload with little direction or supervision with frequent interruptions.
  • Excellent verbal and written communication and time management skills.
  • Available to travel up to 20% of time.
  • Bilingual/French Required.


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