Customer Service Supervisor

4 days ago

Surrey, British Columbia, Canada Velocity Truck Centres Full time

Drive your career forward with a dynamic role as a Customer Administration Supervisor

Position: Customer Administration Supervisor

Type: Fulltime Permanent

Schedule: M - F (7:30am - 4:00pm or 8:00am - 4:30pm)

Location: Surrey, BC

Who We Are:

Velocity Truck Centres Canada provides full-service support, including sales, maintenance, parts, collision repair, and financing. Representing top brands like Freightliner, Western Star, Thomas Built, Autocar, and Trailers, we are committed to Speed, Value, and Trust for our customers and employees. With 16 branches across Alberta and British Columbia and over 100 locations worldwide in Canada, the USA, Mexico, and Australia, we offer exciting career growth opportunities and are looking for dedicated professionals to join our team.

What We Offer:

  • Attractive Compensation: $75,000 - $85,000 / year (D.O.E.)
  • Work-Life Balance: Generous accrued vacation time.
  • Financial Security: Plan for the future with employer RRSP matching
  • Comprehensive Benefits: Company-paid extended health coverage that includes medical, dental, and vision coverage, basic life insurance, disability, and wellness programs.

Position Overview:

The Customer Admin Supervisor ensures that Velocity Truck Centres delivers consistent, high quality service to customers, while supporting the service team, managing departmental operations, and meeting performance targets.

The Customer Admin Supervisor role balances customer advocacy, team leadership, operational oversight, and continuous improvement. Success is measured by a blend of customer satisfaction, operational efficiency, financial results, and team development.

Duties & Responsibilities

Customer Experience & Service Quality

  • Promote world class customer experience across all service touchpoints.
  • Communicate effectively with customers, managers, and other departments.
  • Follow up on customer feedback (e.g., Qualtrics surveys) and address concerns promptly.
  • Lead CI events

Team Leadership & Supervisory

  • Coach and develop front-end service staff to be accountable for customer concerns, own the relationship & build trust.
  • Drive process, monitor performance, and resolve team issues.
  • Conduct staff performance reviews and implement corrective actions if needed.
  • Participate in recruitment and onboarding of team members.
  • Manage schedules, time off requests, and ensure adequate staffing coverage.

Operational & Administrative

  • Ensure departmental gross profit (GP) targets are achieved.
  • Ensure departmental WIP is managed and maintained as per company targets
  • Ensure warranty days to close is maintained as per company targets
  • Ensure the service team are handling warranty corrections in a timely manner
  • Track team and individual performance against goals.
  • Provide administrative support to the foreman.
  • Monitor repair orders and daily tasks to ensure timely progress.

Continuous Improvement

  • Lead and encourage continuous improvement projects.
  • Identify opportunities to enhance processes, efficiency, and customer satisfaction.

Skills & Qualifications

  • Effective communication, leadership, customer service, and time management skills.
  • Ability to make operational decisions independently.
  • Familiarity with dealership management software (Procede is an asset).

Velocity Truck Centres is an equal opportunity employer.

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