Customer Care Supervisor

4 days ago

Oakville, Canada Habasit America Full time

**OVERVIEW OF THE POSITION**

Responds to customer’s inquiries or complaints regarding company's products or services. Provides leadership, council and advice to other CCR’s.

**RESPONSIBILITIES OF THIS POSITION - CUSTOMER CARE**
- In addition to all the requirements of a Customer Care Representative.
- Provide daily direction and communication to employees so that customer service calls are answered in a timely, efficient and knowledgeable manner.
- Provide continual evaluation of processes and procedures.
- Responsible for suggesting and implementing methods to improve area operations, efficiency and service to both internal and external customers.
- Provide statistical and performance feedback and coaching on a regular basis to each team member.
- Write and administer performance reviews for skill improvement.
- Be available for employees that experience work problems providing appropriate coaching, counseling, direction and resolution.
- Insure employees have appropriate training and other resources to perform their jobs.
- Respond to and resolve employee relations issues expressed by team members; create and maintain high quality work environment so team members are motivated to perform at their highest level.
- Review all Credits and RMA's assigned to customer service administrative are and establish corrective action where appropriate.
- Work with all Production Supervisors and Manufacturing Supervisors on customer requirements that cannot be met within established lead times.
- Work with Sales/ Marketing support staff and all District managers to resolve any customer related problems or sales opportunities that require their assistance.
- Establish work procedures and processes that support company and departmental standards, procedures, and strategic directives.
- Use appropriate judgment in upward communication regarding department or employee concerns.
- Any other duties as assigned.

**COMPETENCIES/SPECIFIC EXPERIENCE OR TRAINING PREFERRED**:
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements/preferences listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
- Preferred - Bachelors Degree in Business Administration, Marketing or Related Field
- Preferred - 5 years experience in customer service, sales and/or marketing
- Preferred - 3 years experience within AS/400 environment
- Preferred - 2 years experience with ERP software
- Preferred - High Competency with customer service issues
- Preferred - High Competency with MS Word, Excel, PowerPoint, CRM Applications
- Preferred - Experience in customer care / support in fast paced environment
- Preferred - Experience in customer care in related industry
- Preferred - Experience with ERP software

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