Customer Service Supervisor

2 weeks ago

New Westminster, Canada Stella-Jones Inc. Full time

**Position Overview**:
The Customer Service Supervisor at Stella-Jones plays a pivotal role in leading and managing a team of Customer Service Clerks, Account Specialists and Senior Account Specialists to deliver exceptional service experiences to our clients. You will be responsible for ensuring that team members are well-trained, motivated, and equipped to handle customer inquiries and issues effectively.

This posting is for a supervisor-level opportunity in Canada created due to growth of our Utility Pole division. This is a hybrid position (in-office with some remote work) ideally located near our various Utility Pole manufacturing plants and other related facilities across Canada.

**Key Responsibilities**:Team Leadership**:

- Supervise and lead a team of Customer Service Clerks, Account Specialists, and Senior Account Specialists ensuring they are well-trained, motivated, and capable of delivering exceptional service.
- Provide guidance and support to team members, fostering a positive and collaborative work environment.

**Performance Management**:

- Set clear performance expectations for the customer service team and individual representatives.
- Monitor and assess team performance, providing regular feedback, coaching, and conducting performance evaluations.

**Issue Resolution**:

- Handle escalated customer inquiries or complaints, ensuring timely and satisfactory resolution.
- Provide support and guidance to team members in handling complex or challenging customer issues.

**Process Improvement**:

- Identify opportunities for process optimization and efficiency improvements within the customer service department.
- Implement best practices to enhance workflows, reduce response times, and improve overall service delivery.

**Communication**:

- Facilitate communication within the customer service team and with other departments.
- Keep the team informed about changes in policies, procedures, or products, and relay important information from upper management.

**Customer Focus**:

- Maintain a customer-centric focus, emphasizing the importance of providing excellent service and building positive customer relationships.
- Instill a customer-first mentality within the team.

**Collaboration**:

- Collaborate with other departments, such as sales, and logistics, to address customer needs and improve overall customer satisfaction.
- Work closely with peers and superiors to ensure consistency in service delivery.

**Qualifications**:

- Five (5) or more years of overall customer service experience required
- Supervisory, mentoring, or training experience within customer service preferred
- Industry experience in wood products, industrial products, utilities, or another B2B industry required
- High school diploma or GED required; Bachelor’s degree preferred
- Intermediate Excel skills required, including creating formulas, pivot tables, and V-lookups.
- SAP experience highly preferred
- Excellent leadership/organizational skills, proactive attitude, and exceptional attention to detail
- French language skills a plus

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