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Customer Service Supervisor
2 weeks ago
We are looking for a Customer Service Supervisor to lead our Customer Service team in driving exceptional service to our clients across Canada and contributing to our process improvement strategy.
This role will oversee the day-to-day coordination of client requests and field service scheduling, issuance of quotes and invoices, and resolution of customer issues. Ability to speak French is an asset in order to service our Quebec clients. The Customer Service Supervisor will report to the Manager of Business Solutions and will be accountable for the team's achievement of performance metrics.
**Responsibilities**
- Communicate key performance metrics to the team and coach members in delivering consistent level of customer service.
- Monitor team's performance and recommend changes to work processes as needed.
- Ensure customer job orders are fulfilled on a timely basis and willing to fill in and handle customer requests in some regions where support is needed.
- Guide the scheduling team in planning and assigning field staff based on customer demands.
- Review and validate client invoices to ensure its consistency with services delivered.
- Collaborate with other departments in addressing customer concerns and process inefficiencies.
- Assist the Department Manager in preparing client service documents and presentations.
- Participate in special projects as needed.
**Skills and Qualifications**
- 3+ years experience in a client service and administrative role
- 2 years supervisory experience is preferred
- Experience in scheduling and dispatching of staff is a definite asset
- Post-secondary education in Administration or related field is preferred
- Bilingual (English/French) preferred
- Positive attitude and ability to work in a fast-paced environment
- Quick decision making skills and ability to resolve conflicts
- Professional communication skills both written and verbal and possess strong interpersonal and leadership skills
- Must be proficient with MS Office, Google Workspace and QuickBooks
- Outstanding organizational skills and ability to establish priorities, work independently and deliver objectives with mínimal direction
- Familiarity with ISO 9001, as well as industry and regulation related standards for biosafety cabinets, fume hood, sterile compounding facilities, and cleanroom, is a definite asset
**Company Profile**
- Con-Test is Canada’s oldest and largest testing and service company for biological safety cabinets, clean benches, fume hoods, clean rooms and many other controlled environments and various types medical and scientific containment equipment. We have over 50 employees located coast to coast across Canada with customers in a multitude of industries where laboratories and clean environments are found. Such customers include universities, pharmaceutical manufacturers, research laboratories, forensic labs, food processing companies, government agencies for agriculture, food, health and the environment._
**Job Types**: Full-time, Permanent
**Benefits**:
- Casual dress
- Dental care
- Extended health care
- Life insurance
- On-site parking
- Paid time off
- Profit sharing
- Store discount
- Vision care
Schedule:
- Monday to Friday
Ability to commute/relocate:
- Ajax, ON L1S 6W4: reliably commute or plan to relocate before starting work (required)
**Education**:
- DCS / DEC (preferred)
**Language**:
- French (required)
Work Location: In person
