Supervisor, Customer Sales and Service

Job Posting Title

Supervisor, Customer Sales and Service

Job Category

Customer Service

Language Requirements

Bilingual Preferred / Bilingue de préférenceIn the event a qualified bilingual candidate is not found, a qualified unilingual candidate will be considered. / Dans l'éventualité où un candidat bilingue qualifié n'est pas disponible, un candidat unilingue qualifié sera considéré.

Flexible Work Agreement Type

Hybrid / Hybride

Posting End Date

Job Grade

ATP-7

Pay Range

$92,079 - $115,098

Job Summary

This position involves delivering strategic leadership, guidance, and support to program staff, along with ensuring robust quality assurance (QA) and thorough reporting to enhance overall customer satisfaction. The primary focus is on the effective publication and distribution of AEROPUBS products. Additionally, this role involves leading customer communications and initiatives aimed at product enhancement, which includes modernizing offerings, streamlining distribution processes, and overseeing the point-of-sale system. Furthermore, it entails the coordination, rollout, and successful implementation of related projects to achieve desired outcomes.

We are seeking a highly qualified and experienced Supervisor of Customer Service to join our team. This role entails leading and supporting the customer service team to ensure the delivery of exceptional service and the effective resolution of customer inquiries. Responsibilities will include overseeing daily operations, providing guidance and training to staff, ensuring the accurate and timely processing of orders for Aeronautical Publications, and managing related projects.

The ideal candidate will possess strong leadership and interpersonal skills, demonstrate adaptability to changing circumstances, lead multiple priorities effectively, and communicate with clarity. A dedication to delivering reliable, high-quality customer service while fostering a collaborative team environment is essential to success in this position.

Job Description

What NAV CANADA offers you:

• Challenging, team-oriented work environment

• Competitive compensation and benefits

• Defined benefit pension plan

• Opportunities for growth and development

• Flexible work arrangements

• Diverse and inclusive workforce

Key Accountabilities:

• Serve as the primary point of contact for the Customer and Stakeholder Services team, handling escalated inquiries from air carriers, general aviation pilots, and various stakeholders regarding financial, operational, and general matters. Ensure that all inquiries and issues are addressed promptly and resolved efficiently.

• Act as a liaison between NAV CANADA and its stakeholders, promoting ongoing initiatives, addressing concerns, and supporting the Manager in implementing effective communication strategies tailored to various audiences, including the general aviation community. Attendance at some NAV CANADA industry events may be required.

• Oversee the creation and maintaining of stakeholder accounts on NAV CANADA platforms, provide technical support, and proactively communicate updates and outages related to systems.

• Enhance and monitor the processing of aeronautical product sales orders for internal, external customers and distributors, ensuring accuracy and timely delivery. Support reporting, credit note processing, and production scheduling, while maintaining up-to-date website order forms.

• Communicate initiatives for product improvement, coordinate modernization efforts in product offerings and distribution, and lead the rollout of related projects to AEROPUBS and Customer facing products.

• Work in close collaboration with the Manager of Customer & Stakeholder Services to develop and refine customer service procedures and standards, ensuring our products are effectively integrated into service delivery. Conduct research and actively engage stakeholders to assess satisfaction levels, identifying opportunities for service improvement

• Guide, train, and mentor team members through comprehensive training and ongoing support to enhance their skills.

• Lead quality assurance procedures and evaluation tools for aeronautical product programs. Support quality assurance processes for order transactions, provide guidance on complex inquiries to staff or take on resolution, and uphold high standards of customer service.

• Foster positive relationships with aviation industry representatives, customers, government agencies, and service providers, effectively resolving complex issues and enhancing customer satisfaction.

• Provide ongoing coaching, feedback, and mentoring to team members to enhance skills, knowledge, and performance.

Job Requirements

Education:  

• Completion of a post-secondary education or an acceptable combination of education, training, and experience.

Experience:

• A minimum of five (5) years of experience working at a Customer Contact Centre.

• Experience facilitating and coordinating responses to stakeholder inquiries and disputes.

• Experience communicating and explaining procedures, guidelines, and policies to both internal and external stakeholders.

• Experience in training or coaching team members, both newly assigned and existing staff, through initial instruction as well as refresher or recurrent training sessions.

Knowledge

• Knowledge of reporting and identifying the recording and tracking of inquiries using a Case Management System.

• Comprehensive understanding of Automated Call Distribution systems and technology.

• Strong knowledge of customer relations principles and practices.

• Knowledge of Aeronautical Publications, their available formats, and the production schedules followed.

• Familiarity with creating and maintaining knowledge resources.

• Working knowledge of Excel, Power BI, Tableau, or in-house dashboards for performance tracking.

Abilities

• Exceptional interpersonal and communication skills, with a tactful and diplomatic approach in professional interactions.

• Demonstrated leadership capabilities and a strong aptitude for effective problem-solving.

• Proficient in managing multiple priorities simultaneously, maintaining composure under pressure, and exercising sound judgment in decision-making.

• Possesses a creative and innovative mindset, contributing to the continuous improvement of processes and practices.

• Highly effective time management skills, enabling the prioritization of tasks and consistent achievement of deadlines.

• Ability to escalate timely feedback to company management regarding operational challenges and stakeholder concerns.

Personal Suitability

• Consistently demonstrates reliability and accountability in fulfilling assigned responsibilities.

• Promotes strong team collaboration by exhibiting flexibility, openness, and clear, effective communication.

• Inspires and motivates colleagues, contributing positively to workplace culture through exemplary leadership.

• Maintains a high standard of accuracy and attention to detail across all tasks and deliverables.

• Committed to continuous learning and the ongoing development of knowledge related to organizational operations, products, and services.

Working conditions

This position is a hybrid position with a minimum – 3 days per week on site.

NAV CANADA is committed to building a skilled, diverse workforce reflective of Canadian society. If you do not believe that you match every job requirement listed on this job posting, we still encourage you to apply. NAV CANADA encourages a culture of learning and growth, and recognizes that although some technical skills are mandatory, many others can be taught.

Our Company strives to create an inclusive and barrier-free selection process and work environment. If you require accommodations during this competition process, please ensure that you inform the interview coordinator or hiring manager of any accommodation measures you may require. NAV CANADA will provide accommodations throughout the recruitment and selection process to applicants with disabilities as required.

The successful candidate must meet the security requirement of the position and be legally able to work in Canada.

We thank all applicants for their interest; only those selected for next steps will be contacted.

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