Customer Service Supervisor Canada

Automann Heavy Duty Canada is a family-run and customer-focused, leading distributor of HD truck and trailer parts since 1994. We sell to regional warehouse distributors, truck/ trailer dealers and specialty repair shops throughout the US, Canada and abroad. With more than 30,000 active parts across 17 categories from Body and Cabin components, Suspension, Steering and just about everything in between.

Automann services its distributors out of (4) US Distribution centers; Monroe Township NJ (HQ), New Lennox IL, Duncanville TX and Ontario CA and (2) distribution centers in Canada: Brampton ON and Edmonton AB. Our Vision is to improve people's lives by keeping the essential vehicles of our society moving for the people, businesses, and economies that depend on them.

**Responsibilities** **Include**

The Customer Service Supervisor will oversee and assist customer service employees in the performance of their job duties such as responding to customer inquiries and resolving issues or complaints.
- Interview and participate in decision regarding hiring of customer service reps
- Train new employees in the company’s customer service policies, procedures, and best practices
- Organize and oversee the schedules and work of assigned staff
- Conduct performance evaluations that are specific, achievable, timely and constructive
- Handle discipline praise of employees as needed and in accordance with company policy, partnering w/HR
- Manage a team of assigned customer service representatives and ensures they comply with company guidelines particularly related to quality of service.
- Monitors or reviews calls or other correspondence between representatives and customers
- Ensure that representatives are informed about changes to company products and services
- Collect data and prepares reports on customer complaints and inquiries
- Prepare monthly reports summarizing the assigned customer service team’s performance
- Prepare knowledge-based documents such as summaries and responses to frequently asked questions
- Identifiy opportunities to update or improve customer service procedures; makes recommendations to the General Manager
- Perform other related duties as assigned

**Desired Skills & Qualifications**
- Excellent management and supervisory skills
- Self-managing and responsible
- Strong communication skills, both verbal & written
- Extensive knowledge of customer service procedures and principles
- Efficient, organized and detail-oriented
- Ability to resolve customer complaints and issues while maintaining a professional and calm demeanor
- Ability to coach and mentor customer service representatives
- Proficient in Microsoft Office Suite

Automann, Inc. provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, gender, national origin, age, disability, sexual orientation, sexual identity, marital status, genetic information, military or veteran status, or any other category protected by applicable law.

Pay: $65,000.00-$70,000.00 per year

**Benefits**:

- Dental care
- Extended health care
- Life insurance
- On-site parking
- Paid time off
- Vision care

Schedule:

- 8 hour shift

COVID-19 considerations:
Our workplaces are always kept super clean. We are keeping abreast of all information available and will implement changes based on scientific evidence and best practice in our area.

Ability to commute/relocate:

- Brampton, ON: reliably commute or plan to relocate before starting work (preferred)

**Education**:

- Bachelor's Degree (preferred)

**Experience**:

- Customer Service: 5 years (required)
- Supervisory Role: 3 years (required)