Customer Service Supervisor

  • Location: Toronto
  • Posting Date: January 11, 2021
  • Job Order ID: 433458
  • Consultant: Michael Sherwood
  • Industry: Industrial Products
Our client is a global leader in ingredient formulation and distribution, currently seeking to on-board a Customer Service Supervisor based in Peel Region. The position reports into the Director of Customer Care and is responsible for working day shifts from 10 am – 6 pm.

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
Duties and responsibilities
  • 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 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)
Order Fulfillment
  • 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
Customer Complaints
  • 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 necessary information to effectively investigate & respond to the complaint
Administrative
  • 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.)
Communication
  • Accountable for open & timely communication with Director, Customer Care ongoing
If this sounds like an opportunity for you then please apply online and get in touch with Michael Sherwood (416) 342-1505 or woody@macdonaldsearchgroup.com.