Supervisor, Customer Care

**You belong at Day & Ross.**

**Supervisor Customer Care**

Permanent Full-time
Hybrid: Lachine, QC.
Monday - Friday / Flexible Shifts.

The Supervisor, Customer Care is responsible for overseeing day to day customer care in a call centre environment with a focus on daily targets and deliverables, as well as team leadership.

**How You’ll Help**
- Development of a strong customer focused team, including training, coaching, supporting, and performance development, promoting a positive, open culture and working environment
- Monitoring daily productivity targets and working with staff to make improvements where required.
- Works with and supports Customer Care Representatives to resolve customer concerns and issues, which may involve collaborating across Company departments and communicating with internal and external stakeholders
- Identify recurring issues and work with the team and managers to implement corrective actions and process improvements
- Monitoring case management to ensure the best customer experience is provided
- Other related duties as may be required

**Your Skills & Experience**:

- Post-secondary education in Business Administration or other relevant field preferred
- Customer service and/or leadership training is a strong asset
- A suitable combination of education and experience may also be considered.
- Minimum of 2 years’ experience in a customer service field, preferably in a call centre environment.
- Experience in the transportation industry a strong asset
- Experience in a team lead or supervisory role a strong asset
- Strong leadership skills, including the ability to motivate and engage a team to meet departmental targets
- Exceptional customer service focus and relationship building skills
- Must be proficient in MS Outlook, Excel & Word; TruckMate, Sales Force - an asset; must possess the aptitude for learning new programs
- Excellent communication skills including the ability to relay information (verbal and written) between several parties
- Troubleshooting and problem solving skills, the ability to evaluate current situation, respond quickly to changing requirements, execute and escalate accordingly
- Strong organizational and time management skills, including the ability to work under pressure in a fast paced setting
- Ability to multitask and prioritize in a deadline driven environment; appropriate sense of urgency
- Ability to work independently and to collaborate with others to meet customer expectations
- English language skills required
- French language skills a strong asset
- Responsible for the performance and development of a team of Customer Care Representatives (12-15)

If you’re chosen for the role, you’ll be asked to provide reference and criminal background checks before employment. You’ll only be contacted if you’re selected for an interview.

**About Day & Ross**

From a single truckload of potatoes in the 1950s to a fleet of thousands, Day & Ross has grown to become one of the largest transportation and logistics providers in North America. With over 7,500 team members on and off the road in the US and Canada, we offer a diversified portfolio of freight and delivery solutions, including LTL, Truckload, Residential, Dedicated Fleet Solutions, and Logistics.

We believe our people are our greatest strength. For over a decade, we’ve been recognized as one of Canada’s Best Managed Companies. We’ve also been named a Top Company for Women to Work for in Transportation since 2018. Our recognition reflects the family values we share with our parent company, McCain Foods Limited.
- As a federally regulated employer, Day & Ross fully supports the principles of employment equity and encourages all qualified members of the designated groups to apply. Day & Ross is committed to ensuring equal access and participation for people with disabilities and meeting their needs in a timely manner. We will do so by removing and preventing barriers to accessibility and by meeting our accessibility requirements under Accessible Canada Regulations and in alignment with our business practices, capabilities, and values._

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