Customer Service Supervisor

Industry

Call Center and Customer Service

Advert ID

CAN_440098

Location

Scarborough

Job Type

Permanent

Hours

Full-Time

Salary Range

No. of Openings

1

Branch Information

Markham, ON - (CAN) 7500-7560 Woobine Ave Unit F ON Markham , ON - L3R 1AB Phone : 905-695-1271

ContactNumber

905-695-1271

Job Description

Customer Service Supervisor - permanent job opportunity with a leading national manufacturer and distributor of consumer goods.

Location: North Scarborough



Overview: The Inside Sales & Customer Service Supervisor is responsible for supervising the inside sales staff, providing leadership and direction for the day to day operations of the customer service department. This role also provides customer service, responding to inquiries and taking orders.



* Supervises Customer Service Representatives' daily work and coaches overall performance.

* Develop and maintain effective organization and delegation of work, facilitating recruitment and training as needed

* Mentors, develops, and guides team members to provide efficient support/service to field teams and customers.

* Coaches Customer Service Team in order to achieve high performance. Implement performance improvement or corrective actions as required.

* Serve as a change agent and develop a culture of identifying customer pain points and opportunities to improve the customer experience

* Conduct regular team and one-on-ones with direct reports to review individual and team performance, and offer on-going developmental coaching

* Resolve employee relation issues in a professional and timely manner

* Create a positive work environment through employee engagement

* Assists with the development and execution of an Inside Sales strategy.

* Responds to internal/external customer issues and ensure effective and long-term problem resolution.

* Promote a first-call resolution environment

* Handle first and second level calls

* Processes customer orders by calculating and quoting prices to customers.

* Liaises with outside Sales Reps, internal departments and customers to

o provide quotations,

o conduct stock checks,

o get samples,

o process orders

o obtain/relay customer information.

* Liaises with internal and external customers to provide /solicit information regarding orders, quotes, inventory, pricing, polices/procedures.

* Gather and analyze customer data and feedback and proactively participate in ongoing process improvement.

* Develops and implements procedures pertinent to the effective and efficient operation of the Customer Service Department.

* Create, manage and review operational reports and regularly review reports to identify areas for improvement.

* Set, track and report on sales objectives and KPIS/metrics



Qualifications:

* Minimum three years supervisory experience, with supervisor experience in a call-centre environment - manufacturing or distribution industry preferred

* 2-5yrs hands on experience in a customer service environment.

* Strong computer skills, specifically MS Excel.

* Strong ERP knowledge, specifically Oracle E1

* Proven leadership abilities

* French Speaking is considered an asset.



CONTACT: JAN.GIORDANO@MANPOWER.COM