Customer Care Supervisor

**At Day & Ross, you’ll go far.**
Day & Ross is one of Canada’s largest transportation companies, serving top brands across North America. We got our start hauling potatoes in 1950, and now we have a team of more than 8,000 employees, drivers and owner operators.

We believe our people are our greatest strength - and we treat them like family. For over a decade, we’ve been recognized as one of Canada’s Best Managed Companies, and we have been named a Top Company for Women to Work for in Transportation every year since 2018. Our industry recognition is a testament to the family values we share with our parent company, McCain Foods Limited.

**About**

Supervisor, Customer Care
Full-time
Grand Falls, NB

The Supervisor, Customer Care is responsible for overseeing day to day customer care in a call center 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
- Responsible for the performance and development of a team of Customer Care Representatives (12-15)
- 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 center 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

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.

**Job Types**: Full-time, Permanent

**Benefits**:

- Casual dress
- Company pension
- Dental care
- Disability insurance
- Extended health care
- Life insurance
- Paid time off
- Vision care

Schedule:

- 8 hour shift
- Day shift
- Monday to Friday
- Night shift
- No weekends

Ability to commute/relocate:

- Saint-andré, NB: reliably commute or plan to relocate before starting work (required)

Application question(s):

- I am either: (a) fully vaccinated against COVID-19 with 14 days or more since my final dose of either a two-dose or one-dose vaccination series at the current time or by the time of my projected start date with Day & Ross; or (b) unable to be vaccinated against COVID-19 for protected reasons under applicable human rights legislation (e.g. medical or religious reasons) and will provide written substantiation of such reasons to Day & Ross. Applicant privacy is important to Day & Ross. Information relating to an individual’s proof of vaccination and/or the reason(s) for not receiving a COVID-19 vaccination is sensitive information and Day & Ross wishes to ensure this remains strictly confidential. Upon receipt of confirmation of vaccination status, the Company will preserve and handle this personal information in a secure location in accordance with the Company's Employee.

Yes or No

**Language**:

- French (preferred)

Shift availability:

- Day Shift (required)
- Night Shift (required)

Work Location: One location