Customer Service Supervisor
- Location: Toronto
- Posting Date: January 11, 2021
- Job Order ID: 433458.1
- Consultant: Michael Sherwood
- Industry: Industrial Products
Some of what you will do in this role includes:
- To process customer orders, requests, and inquires promptly & accurately in order to meet customer requirements.
- Having a working knowledge of our business, capabilities, Principals, products and our Customer’s industry and requirements
- Developing and maintaining ongoing relationships with customers that are key to sustaining profitability
- Actively seeks continuous improvement, including self-development
- Prioritize and manage time effectively to meet internal & external customer expectations and deadlines
- Demonstrate behavior supportive of the company Vision, Mission, and Values
- Ensure adequate coverage within the department at all times (ie: vacations, unexpected absences, statutory holidays – USA coverage, etc.)
- Training, coaching, and mentoring of CSR (personal/professional growth)
- Follow up with Sales and Sales Management to ensure adequate support being provided
- Look for ways to improve or enhance the efficiency of the department
- Primary contact for any issues/concerns internal staff may have with CSR and/or Department
- Offer guidance to CSR on challenging tasks/projects
- Address any issues with CSR (ie: performance issues, personal phone calls, tardiness, etc)
- Training of any new employees/team members – arrange/provide a training schedule
- Non-Conformances (ie: Customer complaints)
- Continuous Improvement
- IT implementations (ie: Salesforce, ERP)
- Be responsible and accountable to Initiate/manage/follow up/Delegate projects affecting department
- Conduct Monthly CS department meetings
- Assist Director, Customer Care when needed
- Assist with after-hours Customer Service support, if required (ie: Customer emergency)
- Enter & effectively process customer orders (warehouse & direct) with precision & accuracy
- Ability to navigate & retrieve data efficiently from internal systems, as required fulfilling customer requirements/PO (ie: Supplier contracts, agreements, quotes, samples, purchase history etc.)
- Communicate & assist A/R in resolving customer credit issues
- Generate and request/obtain required paperwork for International shipments (ie: customs docs, FDA Prior Notice)
- Send order confirmation & payment details to the omer; ensuring accuracy
- Initiate & manage cases within CRM/Salesforce in order to resolve issues within pre-determined time frame/guidelines
- Seek, inquire/ask appropriate questions of both internal & external customers to obtain the necessary information to effectively investigate & respond to the complaint
- Initiate/submit, follow up & communicate with internal & external customers regarding credit requests
- Initiate/submit/generate & follow up on returns (incl. product, drums, totes etc.)
- Take responsibility to ensure CSR inbox requests are fulfilled with precision, accuracy, and efficiency
- Actively participate in Department projects (ie: CSR Process improvements, CSR University)
- “Qualify” new customers
- Send credit application to new customers, if required
- Communicate (reinforce, remind, review, etc.) new service fees/company policies to both internal & external customers
- Request/inquire & obtain customer-specific information (ie: forecasts, releases off blankets, etc.)
- Accountable for open & timely communication with Director, Customer Care ongoing