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Customer Service Supervisor in CA - Woodbridge, ON at Westlake Chemical

Date Posted: 6/19/2018

Job Snapshot

Job Description

Position Summary: 

Reporting to the Director of Customer Operations, the primary goal of the Customer Service Supervisor is to lead and provide support to CSRs in their day-to day activities to ensure Royal Building product is delivering world class Customer Service to our customers.

Duties and Responsibilities:

  • Responsible for the day-to-day leadership of staff
  • Measure qualitative and quantitative KPIs and share with CSRs for continuous performance improvement
  • Act as first level of escalation to resolve urgent customer issues
  • Participate in the development, documentation, and implementation of company policies and departmental SOPs
  • Pull periodic performance reports, analyze data, recommend and implement changes in SOPs to improve individual and team performance
  • Perform back up duties to other CSRs in times of absence and/or heavy workload
  • Represent Customer Service in cross-functional business meetings, where required
  • Communicate new company and departmental initiatives to CSRs in monthly team meetings
  • Assist in HR related activities: recruitment, orientation, employee development supporting growth, training, performance management, compensation, progressive discipline, etc.
  • Monitor team performance on an on-going basis to ensure goals and targets are met or exceeded
  • Comply with company policies and procedures including health and safety policies, as applicable
  • Perform other related duties as assigned

Education and Certifications:

  • Post-secondary education is required
  • Strong understanding of performance management principles, processes and the principles of high performance leadership
  • Demonstrated commitment to continuous improvement
  • Demonstrated extreme professionalism
  • Demonstrated effective leadership skills
  • Demonstrated commitment to RBP’s safety culture
  • Ability to make decisions involving varied levels of risk and ambiguity
  • Able to remain positive and adapt to frequent change in the workplace, including delays and/or unexpected events
  • Strong customer service focus and ability to have difficult conversations with customers, employees, sales territory managers, and various other internal departments
  • Strong communication skills to engage, motivate and lead employees
  • Strong decision making and problem solving skills
  • Business acumen to understand and interpret associated KPIs related to company and department performance
  • Excellent organizational, prioritization and time management skills
  • Excellent interpersonal, and verbal and written communication skills
  • Detail orientated
  • Previous Customer Service experience, preferably in a manufacturing environment
  • Demonstrates a high proficiency in using various applications, including MS Office, JDE and be familiar various other software tools, such as Visio.