Supervisor, Customer Service

**ABOUT US**

GT Group, headquartered in Montreal Canada, provides a varied range of products and services related to Containers, Transport, Logistics and Warehousing for the international shipping community. Serving both the domestic and international sectors for over 45 years, we bring a solid and innovative approach to client satisfaction.

If you have a strong work ethic, are driven and want to be part of a team that provides growth and a collaborative environment, this opportunity is for you.

**YOUR ROLE**

The _Customer Service/Logistics Supervisor_ acts as the liaison between the customer and the operation. Acts as first point of contact for the customer and resolves any problems or concerns with the delivery of the customers’ product. Projects a positive and professional image at all times, assisting customers promptly and conducting all business in a friendly, courteous and knowledgeable manner.

The_ Supervisor_ is responsible for receiving commands and orders from the customer base and verifies if all the orders & commands are complete. The _Documentation Supervisor_ gives commands & orders data to the documentation team to be entered in the computer systems and ensures all data are correctly entered. This position also informs customers about transport & customs regulations. As the supervisor of the documentation department, the incumbent coordinates the workload between the team members and answers their questions.
- Note: This Job Description may not encompass the entire scope of this role, as other duties may be assigned by management._

**RESPONSIBILITIES**

**Customer Service**
- Ensure that customers are highly regarded and receive exceptional service during the shipping of customers’ product;
- Address problems with shipping delays and client deadlines;
- Respond to customer inquiries, providing turnaround within ½ hour;
- Develop and maintain a positive client relationship by providing routine follow-up customer service calls;
- Document and escalate any customer service issues and/or shipping/receiving errors.
- Rectify problems, such as late& non-delivery of product;
**Documentation**
- Ensure that all the orders are process in a timely manner;
- Clear outstanding work orders in the computer system;
- Resolve work-related problems and prepare and submit progress and other reports;
- Understand customers’ needs, service those needs, and maintain and develop positive business relationships with a customer's key personnel involved in or directly relevant to logistics activities;
- Informs customers about transport and customs regulations related to documentation;
- Assist the hiring, training, and performance evaluations of staff;
- Conducts spot checks to verify that data is correctly entered;
- Deletes incorrect information, and types in correct information;
- Composes, types, and edits correspondence, reports, memoranda, and other material requiring judgment as to content, accuracy, and completeness;
- Performs other related work as required.

**REQUIREMENTS**

**Education & Experience**
- College or university diploma;
- 2-5 years of experience in Freight Logistics /Supply Chain/ Warehousing industries;
- 2 years general office experience, including telephone techniques and computer skills, in a customer service environment is required.

**Knowledge & Qualifications**
- Knowledge of MS Office Suite;
- Experience in Transport Documentation Processing

**CORE COMPETENCIES**

**Building Partnerships**
- Focus on the customer - meets customer needs in a timely manner; continually looks for ways to increase customer satisfaction;
- Team building - works effectively as a member of a team; keeps team members up to date on what is happening;
- Network - shares ideas, concepts and courses of action.

**Communication**
- Work requires professional written and verbal communication and interpersonal skills;
- Ability to participate in and facilitate group meetings;
- Expresses ideas clearly and effectively;
- Strong listening skills - listens to understand; is not judgmental;
- Conflict resolution - confronts problems openly and works constructively to find common ground;
- Fluently bilingual both verbal and written.

**Self-Management**
- _ Personal accountability - knows own strengths and weaknesses and accepts responsibility for actions;_
- _ Demonstrates consistency between words and actions;_
- _ Inspires trust and confidence of others;_
- _ High standard of ethical behavior;_
- _ Respectful of those not present._

**_
Adaptability_**
- _ Demonstrates confidence in the face of challenges;_
- _ Recovers quickly from problems and setbacks;_
- _ Responds with flexibility to multiple demands and change._

**_
Work Management_**
- _ Sets priorities - can describe goals of a project and results to be achieved;_
- _ Initiates and follows through to completion;_
- _ Balance of professional and personal life._

**BENEFITS**
- _ Collective insurance (health, life, invalidity, telemedecine, travel)_
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