Customer Service Supervisor

Emterra Group; Mississauga; On-site; CAD 50,000 - 65,000; Full time

Job summary

Emterra Group is seeking a Customer Service Supervisor to lead the customer service team while ensuring service quality and operational excellence. The role involves supervising operations, coordinating with internal departments, and resolving customer concerns in a fast-paced environment. Join a leading company recognized as one of Canada's Greenest Employers.

Benefits

Comprehensive Group Insurance Plan

Opportunity for professional growth

Family-oriented culture

Qualifications

• 2-3 years managing a small team.
• Strong computer skills, particularly in MS Office.
• Experience in the waste management and recycling industry is an asset.

Responsibilities

• Supervise daily customer service operations and respond to inquiries.
• Oversee ticketing processes and maintain records.
• Provide coaching to Customer Service Representatives.

Skills

Team Management

Customer Service

Problem Solving

Multi-tasking

MS Office

Education

Completion of Secondary School (or GED equivalent)

Tools

Dispatching System

CRM System

Job description

Who We Are

We are a dynamic, growth-oriented and safety-focused company. Our organization has been deemed to be an “essential service” by providing collection and processing for Waste and Recycling that keep our communities clean and safe. With customer service and safety as our focus, we are looking for an energetic and driven employee to support our growing company and play a crucial role in waste diversion. Emterra is proud to be recognized as one of Canada’s Greenest Employers, a certified diverse supplier of the Canadian Aboriginal and Minority Supplier Council (CAMSC), the Canadian Women Business Enterprise National Council (WBE) and WEConnect International.

We are seeking an energetic and driven Customer Service Supervisor to lead and support our customer service team while coordinating with operations. This role is a key liaison between internal departments, service providers, and customers, ensuring that safety, service quality, and operational excellence are maintained daily.

What will you do?

• Supervise daily customer service operations, ensuring timely and professional responses to inquiries and service issues
• Troubleshoot and resolve safety, service, and customer concerns in collaboration with other supervisors and managers
• Oversee customer ticketing processes: creation, distribution, tracking and resolution
• Maintain accurate and up-to-date records, reports, and department information
• Coordinate scheduling and work assignments with the customer service team and other support teams
• Support dispatch functions and maintain service and scheduling systems (e.g., SMART data for trucks)
• Assist with procurement, time and attendance tracking, safety incidents and contract labor management
• Assist with financial tasks, including processing payments and generating reports
• Provide coaching and guidance to Customer Service Representatives to ensure performance standards are met

What will you bring?

• 2-3 years managing a small team.
• Completion of Secondary School (or GED equivalent)
• Experience with Dispatching or CRM system is an asset
• Experience in the waste management and recycling industry an asset
• Strong computer skills (particularly in the use of MS Office)
• Demonstrated ability to prioritize multiple tasks
• Working well under pressure and within strict timelines in a fast-paced environment

What do we have to offer you?

• Base salary along with a comprehensive Group Insurance Plan
• A solid organization within which youare able todevelop your competencies for futuregrowth
• A family-oriented culture with an entrepreneurial mind-set that encourages you to take ownership of your role and effectchange

Are you ready to jumpstart your career by joining one of Canada’s Greenest Employers and become part of the environmental solution? If so, apply now! We appreciate all applicants who apply however only those who are qualified, will be contacted.

Emterra Group is committed to maintaining an equitable, fair, and diverse environment. Any applicants who have a disability or require reasonable accommodation may speak directly with our Human Resources Department. Reasonable accommodations will be assessed on a case-by-case basis.All qualified applicants will receive consideration for employment without regard to race, colour, religion, sex, sexual orientation, gender identity, age, national origin, disability, or veteran status.