Bilingual Customer Service Supervisor – Full Time – 2021-0043
DESCRIPTION:
Under the responsibility of the Logistics Director, the Customer Service Supervisor is responsible for orders intake planning and efficiency as well as dealing timely with customer requests and complaints to achieve St-Albert Cheese customer service and continuous improvement objectives. In addition, the Customer Service Supervisor is responsible for planning, organizing, developing as well as improving customer satisfaction and order intake practices and processes. The person in this role is responsible for increasing overall customer satisfaction by organizing different activities and/or making customer related continuous improvement new proposals.
YOUR CHALLENGES :
- Supervise and manage the customer service team on a daily basis (answer teams questions, assess and monitor team performance, training and recruitment, approval of timesheets, leave of absence etc.)
- Participate actively in the Customer Service Team : follow up on the Individual Development objectives of the CS team members
- Ensure that all customers are called and their orders processed efficiently based on established procedures and deadlines.
- Follow up regularly on customer orders and deadlines as needed
- Ensure the highest level of customer satisfaction while constantly working to reduce order errors or any other customer satisfaction related issues.
- Receive requests and complaints from customers and ensure they are directed to relevant subject matter expert and follow up timely with the customer.
- Manage and monitor customer databases and ensure IS / CRM continuous improvement (customer files, deliveries, prices, products, etc.)
- Optimize and propose continuous improvement ideas and solutions with regard to the order intake and customer satisfaction processes as well as ensure customer complaints timely follow-up in collaboration with the distribution and quality assurance departments or any other relevant department.
- Work at all times in close collaboration with relevant departments in order to achieve the Fromagerie customer satisfaction objectives.
- All other related tasks as requested by the Logistics Director.
WHAT YOU HAVE:
- Minimum of five years experience in a similar position ( Customer service departement supervision and/or in a call center environnement )
- Minimun College degree in a relevant field or equivalent education and experience
- Strong leadership to help mobilize the team and achieve overall organizational and department objectives
- Customer Orientation : puts the customer at the center of business strategies
- Planning and organizational Competencies : ability to plan and organize a task, from start to finish, with a focus on objectives and results achievement
- Team Work : Contributes to the successful growth of the company by participating in the development of the team by sharing information, expertise and supporting relevant stakeholders within a fast pace challenging environment
- Open to changes and other opinions and demonstrates an overall positive attitude
- Demonstrate autonomy and accountibilty in fulfilling their responsibilities and objectives
- Demonstrate strong problem solving skills in a time constrained environment
- Excellent listening and communication skills: communicates effectively both verbally and in writing
- Resourceful: identifies and uses the appropriate means to accomplish his mandate
- Excellent knowledge of MS Office
- Excellent bilingualism: French and English, spoken and written
Status: Full Time
Work Schedule: Day – 5 days a week, on call rotation on the week-end with the Logistics Team
* The working hours are established according to the opening hours of our offices, changes can be made to accomodate our operational needs.
SEND YOUR RESUME : rh@fromagestalbert.com