Customer Service Supervisor

Description

The Customer Service Supervisor at Stella-Jones plays a pivotal role in leading and managing a team of Customer Service Clerks, Account Specialists and Senior Account Specialists to deliver exceptional service experiences to our clients. You will be responsible for ensuring that team members are well-trained, motivated, and equipped to handle customer inquiries and issues effectively.

• Monitor and assess team performance, providing regular feedback, coaching, and conducting performance evaluations.
• Maintain a customer-centric focus, emphasizing the importance of providing excellent service and building positive customer relationships.
• Identify opportunities for process optimization and efficiency improvements within the customer service department.
• Facilitate communication within the customer service team and with other departments.
• Work closely with peers and superiors to ensure consistency in service delivery.
• Keep the team informed about changes in policies, procedures, or products, and relay important information from upper management.
• Collaborate with other departments, such as sales, and logistics, to address customer needs and improve overall customer satisfaction.
• Provide support and guidance to team members in handling complex or challenging customer issues.
• Handle escalated customer inquiries or complaints, ensuring timely and satisfactory resolution.
• Set clear performance expectations for the customer service team and individual representatives.
• Implement best practices to enhance workflows, reduce response times, and improve overall service delivery.
• Instill a customer-first mentality within the team.
• Supervise and lead a team of Customer Service Clerks, Account Specialists, and Senior Account Specialists ensuring they are well-trained, motivated, and capable of delivering exceptional service.
• Provide guidance and support to team members, fostering a positive and collaborative work environment.

Requirements

• Industry experience in wood products, industrial products, utilities, or another B2B industry highly preferred
• Ability to purchase Company stock
• Excellent leadership/organizational skills, proactive attitude, and exceptional attention to detail
• Intermediate Excel skills required, including creating formulas, pivot tables, and V-lookups
• Supervisory, mentoring, or training experience within the customer service arena highly preferred
• Five (5) or more years of overall Customer Service experience required
• High school diploma or GED required; Bachelor’s degree preferred
• SAP experience preferred

Benefits

• Comprehensive total benefits package with 3 medical plans to choose from
• Dental and Vision coverage
• Long-Term Disability Coverage
• Annual profit sharing / bonus program
• 2 weeks paid vacation and 9 holidays
• Several company-paid benefits including:
• Life insurance and Accidental Death & Dismemberment (AD&D) policies
• Competitive compensation, With a targeted starting base salary of $60,000 to $70,000 per year
• 401(k) savings plan with excellent Company match (150% on the first 4% deferred)
• Career advancement opportunities
• Access to a robust employee assistance program

Training + Development

Interview process

Visa Sponsorship

Security clearance