Customer Service Supervisor

POSITION SUMMARY

Reporting to the Customer Service Manager, the Customer Service Supervisor ensures the achievement of targets, and overall productivity of the department to create an optimum customer experience. This includes providing all levels of Customer Service duties and staff coaching and supervision. If the Manager is away, the Customer Service Supervisor will take on his/her responsibilities.

MAJOR RESPONSIBILITIES:

• Supervise the team to manage all customer inquiries with high level of service.
• Support the manager in the oversight, management, and continual improvement of the Customer Service process.
• Ability to plan well and prioritize daily workload to support the team in achievement of targets.
• Review department KPIs with manager on a weekly basis.
• Assists with scheduling and if someone is off, ensures we have adequate coverage.
• Be knowledgeable in all areas of Customer Service including, B2B, D2C, key accounts and new accounts.
• This is “hands on” supervisory position which includes being the main “back up” when Customer Service tasks falls behind and assisting with telephone and chat responsibilities as required.
• Trains, coaches, and mentors’ employees on how to deliver the best Customer Service possible.
• Provide support to the Customer Service Representatives concerning customer inquiries, complaints, delivery issues and Investigate customer's problems to find solutions.
• Assists with high level customer issues as required.
• Maintain relationships with customers and reps; promote the organization and its products, maximize sales, and resolve customer-related issues to the satisfaction and benefit of both the customer and the organization.
• Work closely with production, the warehouse and accounting to ensure that all orders are processed through the system in an accurate and timely manner.
• Assists in the hiring, coaching, training and development, performance management of the Customer Service Representatives as required.
• Meet with direct reports every week to complete One-On-One Meetings.
• Provide feedback to Customer Service Manager on CSRs for performance reviews.
• Creating and maintaining training documentation for CSR SOPs.
• As required, help establish customer care policies, team member training and department procedures.
• Participate in the daily Operations meetings in Customer Service Manager’s absence.
• Manage and maintain customer files in ERP to ensure accuracy and up to date information.
• Responsible for CSR Department’s portion of New Account Set Ups including Welcome Emails.
• Learn how to utilize the Zendesk application.
• Research and assist with department projects that improves department efficiency and the customer journey.
• Assists other departments with data collection and special assignments as required.
• Other duties as required.

QUALIFICATIONS:

• Your values align to ours – love of animals, developing people, hardworking and committed to exceeding customer expectations!
• 3 – 5 years of demonstrated strong leadership experience, specifically in a Customer Service-based role.
• Effective communication, interpersonal skills, and computer.
• Previous experience working with a variety of office systems and software including intermediate level Word & Excel skills.
• Review and analyze data on individual and team performance (Power BI, Zendesk)
• Strong organization, planning, prioritizing and problem-solving skills.
• Excellent communication skills (written and oral), listening skills, ability to ask questions, persuasive, decisive, creative, and flexible.
• Ability to encourage and motivate people.
• Good people skills to build solid relationships with professionals at all levels.
• Calmness and ability to maintain effectiveness under pressure.
• Previous demonstrated strong leadership experience and strong Customer Service experience.
• General degree or associate degree from an accredited institution is an asset.

Job Type: Full-time

Salary: $60,000.00-$69,000.00 per year

Benefits:

• Casual dress
• Company events
• Dental care
• Disability insurance
• Extended health care
• Life insurance
• On-site parking
• Paid time off
• Store discount
• Vision care

Schedule:

• 8 hour shift
• Day shift
• Monday to Friday

Supplemental pay types:

• Bonus pay

Application question(s):

• Are you allowed to work full time in Canada?

Experience:

• Leadership: 3 years (required)
• Zendesk: 1 year (preferred)
• Microsoft Excel: 2 years (preferred)

Work Location: Hybrid remote in Vancouver, BC V5X 4V6