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Customer Service Supervisor

3 weeks ago

Brampton, Canada Sonora Foods Ltd Full time

**Overview**
The Customer Service Supervisor is responsible for leading a team that manages client inquiries, order fulfillment issues, and service concerns. They act as a key liaison between customers, warehouse operations, quality assurance, and logistics, helping to maintain high service levels and customer satisfaction. The supervisor monitors daily service activities including order entry and invoicing, resolves escalated issues, and implements continuous improvement in both customer experience and internal processes. This role ensures that all customer interactions are handled efficiently, accurately. The Supervisor brings to the role a passion for friendly, effective, and professional customer service and prioritizes timeliness and minimizing waste.

**Duties**
- Supervise and train customer service representatives.
- Monitor performance of customer inquiries, order entry and invoicing timeliness and accuracy, and ensure service level targets are met.
- Handle escalated customer complaints or issues related to orders, deliveries, or product quality.
- Ensure timely communication with clients regarding order statuses, delays, any other issues.
- Coordinate with other departments to ensure smooth communication and support.
- Lead in customer service continuous improvement projects as required.
- Maintain confidentiality of sensitive company and client information.
- Assist with administrative tasks such as appointment scheduling, and data entry.
- Recommend and implement process improvements for better service delivery.
- Ensure customer service practices align with established processes and procedures as per the company policies.
- Document and escalate quality or safety concerns appropriately.
- Other related duties as assigned.

**Requirements**:

- College diploma or equivalent (Bachelor’s Degree preferred).
- 3+ years of experience in customer service, with 1+ years in a supervisory role.
- Strong leadership and team management.
- Excellent communication and conflict resolution (verbal and written) with a passion for service excellence.
- Strong interpersonal skills, with an ability to work as part of a team or independently.
- Strong proficiency in Microsoft Office, MS Excel, Word, PowerPoint.
- Ability to work well under pressure and within tight and changing deadlines.
- Highly motivated.
- Attention to detail, especially with order accuracy.
- Ability to multitask in a fast-paced environment.

Join our dynamic team as a Customer Service Supervisor where your leadership will make a significant impact on our customers' experiences

**Job Types**: Full-time, Permanent

Pay: From $65,000.00 per year

**Benefits**:

- Dental care
- Extended health care
- Vision care

Work Location: In person

Expected start date: 2025-07-25