Customer Service & Operations Supervisor

Description

Job Summary: The Customer Service and Operations Supervisor implements, maintains, and administers all activities related to the successful operations and customer service of the assigned region.

• Conduct weekly coordination meetings with staff to discuss operational issues, goal accomplishment, and customer service performance
• Organize, maintain, and review all MTO orders, backorders, or other special customer requests
• Occasionally will be expected to lift large materials not to exceed 40 pounds
• Direct, coach, collaborate, and delegate appropriately while working as a team
• Review and approve time sheets, expense reports, and other weekly progress reports
• Recommends hires, reclassifications, promotions, and terminations
• Maintain system component ordering schedules and ensures orders are processed
• Direct line management of a small customer service team in Canada
• Manage the customer service department to ensure Reliable customers receive professional outstanding service which includes the minimizing of shortages, status of backorders, and the expeditious resolution of customer problems
• Recruit new employees as required to support operational needs
• Maintain building security
• Work closely with 3PL Warehouse
• Create a positive atmosphere in which timely and high-quality communication flows smoothly
• Assigns work, guides, and trains employees
• Oversee the training and education of all new personnel on RASCO products, operational systems, and company policies
• Lead training, development, and performance management, including setting objectives and conducting annual reviews
• Monitor and maintain costs within the budget constraints as outlined in the department budget
• Review Customer Service Performance Reports, pricing and freight credits, and all inventory adjustments
• Administers disciplinary action as necessary and is accordance with company policies and procedures
• Responsible for performance and merit reviews
• Prioritize and complete a variety of tasks in a timely manner

Requirements

• Possess a strong commitment to a team environment while working well with others
• Knowledge of Customer Service
• Strong critical thinking skills using logic and analysis to identify strengths and weaknesses
• Outstanding conflict resolution skills
• Working knowledge of Human Resources, payroll, and administrative processes
• Proficient in Microsoft Office, AS400, WMS, CRM, Dayforce, ADP, and Microsoft Dynamics.
• Must be able to stand for 50% of the time
• Excellent verbal, written and reading comprehension skills
• Outstanding organization, documentation, and customer service skills
• Excellent attention to detail and accuracy
• Demonstrates an understanding of freight and delivery processes
• Ability to be punctual and attend work on a regular and consistent basis

Benefits

Training + Development

Interview process

Visa Sponsorship

Security clearance