Customer Service Supervisor Jobs

Job Summary, Customer Service Supervisor

About the company

Established in 2004, Eco Guardian Inc. (the “Company”) was recognized as one of Canada’s fastest growing companies by Canadian Business magazine for five consecutive years. We create environmentally sensible packaging and related items for a fast-emerging market of eco-conscious consumers who demand eco-conscious products. Operating from Newmarket, Ontario, we design, manufacture, and distribute single-use compostable food packaging and reusable shopping bags for consumers, food service companies, and commercial and institutional customers. In 2021, we won the Newmarket Chamber’s Entrepreneur of the Year Award.

About the position

Reporting to the Customer Service Manager, the Customer Service Supervisor is passionate about delivering excellent customer service.This role will entail hands on supervision to the customer service team and oversees the work of assigned staff; training in the company’s customer service policies, procedures, and best practices; and conducts performance evaluations that are timely and constructive. Our ideal candidate will be a self-starter who can work independently, and as part of a team to ensure that our customers receive the best possible service.

Key Duties and Responsibilities

Customer Service Supervisor

• Supports collection of customer payments
• Communicating and coordinating with colleagues as necessary
• Reviews KPIs weekly and reports on customer service team’s performance.
• Identifies opportunities to update or improve customer service procedures and makes recommendations to the Manager of Customer Service or other appropriate staff.
• Supports order entry and follow up with customers to ensure orders are confirmed when required.
• Providing feedback on the efficiency of the customer service process
• Responds to customer inquiries via email and phone.
• Keeping records of customer interactions, transactions, comments, and complaints
• Acknowledging and resolving customer complaints
• Other office duties as required
• Ensures that representatives are informed about changes to company products and services.
• Supervises a team of assigned customer service representatives and ensures they comply with company guidelines particularly related to quality of service.
• Prepares knowledge-based documents such as summaries and responses to frequently asked questions.
• Maintaining a positive, empathetic, and professional attitude toward customers always
• Monitors correspondence between representatives and customers.

Qualifications and Requirements

• Ability to work independently or as part of a team
• Familiarity with warehousing an asset
• At least three (3) years of experience, with track record of success in supervising a team of CSR’s
• Excellent verbal and written communication skills
• Positive attitude and a willingness to learn and grow
• Strong organizational skills
• Familiarity with customer service software (EDI experience)
• Bilingual (French) an asset
• Fully comfortable with MS Office Excellent analytical and presentation skills
• Ability to multitask and prioritize tasks

Our core values

1. Everyone is Forward Thinking
2. Always Do the Right Thing
3. Real desire to be Growth Oriented
4. Take time to Break Bread
5. Humbly Confident

Note: as the Company grows and our clients’ needs change over time, management may change tasks assigned to this role accordingly.

Interested candidates should send their resume and cover letter to [email protected].