Planning - Customer Service Supervisor

Customer Service Supervisor

Job Summary

Reporting to the Customer Service and Transportation Manager, the Customer Service Supervisor will lead a small team of Customer Service Coordinators (CSCs) centered on managing B2B customer accounts. This role requires a proactive, confident leader with strong problem-solving skills, the ability to handle escalated customer issues, and the willingness to push back when necessary. The ideal candidate thrives in high-pressure situations, excels at communicating challenging information, and maintains professionalism.

Key Responsibilities:

1. Team Leadership:
   1. Supervise and support a team of Customer Service Coordinators (CSCs) responsible for managing day-to-day interactions with B2B customers.
   2. Provide coaching, guidance, and performance feedback to ensure that CSCs meet service level agreements (SLAs) and deliver exceptional customer service.
   3. Offer support and direction to CSCs to ensure they can effectively handle escalations, customer conflicts, and other challenges.
   4. Recruit, train, and motivate staff by demonstrating exceptional leadership skills, fostering a positive team environment, establishing clear goals, and promoting professional development.
2. Escalation Management:
   1. Act as the initial point of contact for complex or unresolved customer complaints that cannot be resolved by CSCs.
   2. Address escalated situations professionally, and difficult conversations with customers clearly and respectfully while safeguarding the company’s interests.
   3. Collaborate closely with the Customer Service Manager for higher-level or more significant escalations.
3. Customer Relations:
   1. Build strong relationships with key B2B clients in the manufacturing and CPG industries, serving as a liaison between customers and internal departments such as sales, production, and logistics.
   2. Address customer concerns promptly and offer efficient solutions by employing a firm yet empathetic approach.
   3. Communicate effectively with customers via phone, email, and other written channels in a clear, professional, and concise manner.
4. Process Improvement:
   1. Monitor the efficiency and effectiveness of customer service processes, identifying areas for improvement to streamline operations.
   2. Implement best practices to enhance customer experience, reduce response times, and improve issue resolution processes.
   3. Offer insightful feedback and suggestions to enhance company processes and systems.
5. Reporting and Analysis:
   1. Prepare regular reports on customer service performance, including key metrics such as response time, resolution time, and customer satisfaction.
   2. Proactively identify and address potential service risks based on customer orders versus forecasts and trends in customer complaints or issues, providing insights to leadership to drive process improvements or policy changes.
6. Cross-Department Collaboration:
   1. Work closely with the sales, supply chain, and production teams to ensure customer needs are met in a timely and effective manner.
   2. Address delays or product issues by communicating openly with internal teams and customers.

Required Qualifications:

• 3-5 years of experience in B2B customer service, preferably within fast-paced manufacturing or CPG industries.
• 1-2 years of experience in a supervisory or leadership role.
• College degree in Business or a related field
• Proficient in CRM systems, Microsoft Office Suite, and other relevant customer service tools. Experience working with SAP is an asset.
• French speaking is an asset

Core competencies required:

• Strong communication skills, both verbal and written English, with the ability to convey difficult information concisely and professionally.
• Proven ability to manage and de-escalate difficult customer interactions.
• Confidence and assertiveness in addressing and handling customer challenges.
• Strong interpersonal skills, able to build positive relationships with both customers and internal teams.
• Proficiency in multitasking and managing competing priorities in a fast-paced environment.
• Ability to work independently and make decisions without hesitation when required.
• Excellent problem-solving and analytical skills.
• Strong organizational skills with attention to detail.
• A results-driven mindset, constantly seeking to improve customer satisfaction and service delivery.