Customer Service Representative- Supervisor

7 days ago

Concord, Canada Packaging Technologies Inc. Full time

Central is an industry leader in performance-driven marketing-at-retail solutions; specializing in both packaging and point-of-purchase (POP) display**:with clients across North America. Our dynamic company offers employees a collaborative, client-focused and business casual workplace with excellent benefits, and a unique supportive family culture.

**JOB SUMMARY**:
This is a supervisory position responsible for the managing Customer Service team and reports to the General Manager. The role would provide guidance, support, and training to the team of Customer Service Representatives in accordance with the company’s policies and procedures. Help with plan and develop systems and procedures to optimize efforts and improve the operating efficiency of the department. Assist with hiring, training, and coaching employees.

**ESSENTIAL DUTIES AND RESPONSIBILITIES**:

- Manage and lead the team of Customer Relationship Supervisors.
- Help even off the workload with timely and effective communication within the Customer Service team.
- Work with Production to prioritize/ schedule client orders.
- Work with partners to control inventory and availability of materials.
- Assist with difficult or time sensitive projects, to ensure projects stay on track.
- Bring a high degree of urgency and a sense of calm professionalism at the same time
- Live, breathe and preach “Customer Focused” approach.
- Is available to teach and support problem solving skills to team members. Knows when and where to get help with these issues if required.
- A complete and clear understanding of processes and procedures followed by Project Managers.
- Assist with Plan and develop systems and procedures to improve the quality and efficiency of the department in accordance with the Quality requirements. Capturing all issues that arise with quality documentation
- Help with developing solutions to enhance efficiencies including implementation of new programs.
- Is involved in recruiting of new team members, training and planning in accordance with Human Resources policies.
- Create an environment of team building in the department
- Assist staff to resolve complex or out of policy operation problems

**EXPERIENCE AND SKILL REQUIREMENTS**:

- University Degree or College Diploma and/or 7 years’ experience in same field.
- Prior experience in managing and leading teams.
- Demonstrated ability to develop strategic goals and manages complex projects and programs.
- Demonstrated expert level of interpersonal skills including communication, conflict management and negotiation.
- Demonstrated ability to utilize presentation, training and consultation skills.
- Experience in Word, Excel, Power Point, access.

**WORKING CONDITIONS**:

- Office environment, photocopiers, printers, etc
- Minimal travel to visit customer and between locations

RELATIONSHIPS WITH OTHERS
Customers 20%

CSR 20%
Sales 20%

Management 20%
Other Departments 10%
Quality 8%
Human Resources 2%

**About The Central Group of Companies**:
The Central Group of Companies is a Platinum Best-Managed Company, and an industry leader in **Performance at Retail**:. For 40+ years, Central has provided its impressive client base with retail packaging, displays, and fixtures that deliver measurable results. We combine proprietary shopper marketing techniques with award-winning design, excellence in operations and retail installation, to bring innovative and value-engineered solutions to our clients.

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