Customer Service Supervisor

4 days ago

Leduc, Canada Allredi Full time

Manages the day-to-day operations of the Customer Service team, ensuring a smooth, customer-first approach to service delivery.
- Fosters a culture of growth by guiding, coaching, and recommending training and development opportunities, including product education and business planning for each team member.
- Prioritizes urgent and high-impact issues while investigating and resolving unique customer needs or order delays, always putting the customer experience at the forefront.
- Monitors team capability, productivity, and performance against standards set by the Director of Operations, with a focus on delivering consistent, customer-centric results.
- Proactively recommends improvements and implements processes that enhance team efficiency and elevate the customer journey.
- Leads specialty projects and responds to ad hoc requests from management, all in support of the team’s primary mission: delivering exceptional, customer-first service.
- Demonstrates a strong Customer First mentality, consistently prioritizing customer satisfaction and loyalty in all decision-making.
- Minimum of 5 years of proven success in a management role, with a track record of leading high-performing teams.
- At least 3 years of experience in a telesales environment; technical sales experience within distribution is highly preferred.
- Deep understanding of company products, industry dynamics, competitive landscape, and customer expectations.
- Proficient in leveraging modern information technology tools to enhance and streamline sales operations.
- Skilled in developing programs, drafting reports, and composing professional business correspondence.
- Capable of delivering effective presentations and confidently responding to inquiries from managers, customers, and cross-functional teams.
- Strong analytical ability to calculate discounts, gross margin percentages, and other key financial metrics.
- Adept at problem-solving through data collection, fact analysis, and drawing actionable conclusions.
- Collaborative team player with the ability to coach and develop team members to achieve performance goals.
- Embrace a hands-on, coach-player hybrid role—actively engaging in frontline tasks such as answering calls and processing orders. Clear communication around this dual responsibility is essential.
- Demonstrates a strong sense of urgency and commitment to delivering outstanding customer service at every touchpoint.

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