Customer Service Team Lead
2 weeks ago
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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