Customer Service Supervisor

4 days ago

Burlington, Canada Robertson Inc. Full time

Company Introductions:
Founded in 1908, in Milton, Ontario, Canada, Robertson Inc. is famous for its square drive screws invented by Mr. P.L. Robertson. Robertson Inc. is the leading manufacture and global supplier of high-quality screws and specialty fasteners over a century of development. Currently Robertson Inc. is owned and operated by the Marmon Group (A Berkshire Hathaway Company). Marmon has about 175 independent business units, over 400 facilities and over 20,000 employees around world.

Job Summary:
The Customer Service Supervisor is responsible for overseeing the daily operations of the customer service team and ensuring the delivery of exceptional customer service. He/She provides guidance, support, fill in and coaching to the customer service representatives, monitor performance metrics, and handle escalated customer issues. The role requires strong leadership skills, excellent communication, and the ability to foster a positive and efficient work environment.

Duties and Responsibilities:

- Supervise a team of customer service representatives. This involves training and coaching team members, monitoring performance, setting goals, and ensuring the team operates efficiently and delivers exceptional customer service. Fill in as necessary.
- Develop and implement customer service policies, procedures, and standards to ensure consistent and high-quality service delivery.
- Handle escalated customer complaints or complex issues, ensuring prompt resolution and customer satisfaction.
- Conduct regular team meetings to communicate updates, goals, and expectations, and foster a positive team culture.
- Support the sales managers to grow the business including implementing sales strategies, new marketing plan, new pricing structures and etc.
- Analyze customer service metrics, such as response times, customer satisfaction ratings, and resolution rates, and make data-driven recommendations for improvement.
- Identify trends and patterns in customer inquiries and issues, and work with relevant teams to address underlying causes and implement preventive measures.
- Stay updated with industry trends and best practices in customer service, and proactively introduce innovative ideas to enhance the customer service experience.
- Prepare reports and presentations on customer service performance, trends, and recommendations for management.

Qualification:

- Bachelor's degree in business administration, communication, marketing or a related field.
- Excellent leadership and people management skills, with the ability to motivate and develop a team.
- Strong knowledge of customer service principles, practices, and industry standards.
- Exceptional communication skills, both verbal and written, with the ability to convey information clearly and effectively.
- Analytical and problem-solving abilities to identify issues, gather and analyze data, and implement appropriate solutions.
- Strong computer skills, proficiency in Microsoft Office including Word, Excel, PowerPoint and etc.
- Ability to use Adobe illustrator is an asset.

**Salary**: $68,000.00 per year

**Benefits**:

- Casual dress
- Company events
- Company pension
- Dental care
- Disability insurance
- Employee assistance program
- Extended health care
- Life insurance
- On-site parking
- Profit sharing
- RRSP match
- Tuition reimbursement

Schedule:

- Monday to Friday

Work Location: In person

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