Customer Service Supervisor (Manufacturing)

ZipRecruiter; Richmond Hill; On-site; CAD 55,000 - 75,000; Full time

Job summary

A leading company in the manufacturing industry is seeking a Customer Service Supervisor to join their team in Scarborough, ON. This role involves supervising customer service representatives, managing escalations, and ensuring high-quality service delivery. Ideal candidates will have a Bachelor’s degree and at least three years of experience in a supervisory role, with strong organizational and communication skills.

Benefits

RRSP & RPP eligibility after 6 months

Benefits from day 1

Qualifications

• Minimum three years’ experience managing support professionals.
• Experience with ticketing tools and customer management systems.
• Familiarity with the HVAC industry is a plus.

Responsibilities

• Supervise customer service representatives and ensure service quality.
• Assist in developing KPIs to drive performance improvements.
• Handle escalated customer issues and provide effective resolutions.

Skills

Organizational skills

Communication

Problem-solving

Education

Bachelor’s degree in business management or communications

Tools

Zendesk

Salesforce

Microsoft Dynamics

ERP and MRP systems

Job description

Job Description

InVision is a Professional Recruitment Firm involved in Engineering, Industrial/Skilled Trades, Information Technology, and Professional Services within Canada and the U.S. We have a successful track record working on both small and large recruitment projects across North America.

Our client, a leader in the manufacturing industry, is looking for a Customer Service Supervisor in their growing team. Please note that this role is in person at Scarborough, ON.

As the Customer Service Supervisor, you will play a key role in ensuring high-quality service delivery by supporting team members, managing escalations, and maintaining a positive work environment. If you have a passion for customer service and talent for team supervision, we invite you to join our dynamic organization.

Responsibilities:

1. Supervise and support customer service representatives in their daily tasks, ensuring adherence to company policies and procedures.
2. Assist in the development and monitoring of Key Performance Indicators (KPIs) to evaluate team performance and drive improvements in service delivery.
3. Provide guidance on handling complex customer inquiries and escalations, ensuring swift and effective resolutions.
4. Conduct regular training sessions to enhance the team’s skills and product knowledge.
5. Promote a positive and collaborative team environment, encouraging teamwork and continuous improvement.
6. Maintain regular communication with customers, ensuring their needs are met with professionalism and efficiency.
7. Handle escalated customer issues that require additional attention, working towards satisfactory outcomes for both the customer and the company.
8. Monitor interactions to ensure service standards are maintained, providing feedback and coaching to team members as needed.
9. Respond to customer queries in a timely manner.
10. Oversee the processing of customer orders, returns, and support tickets, ensuring accuracy and timeliness.
11. Coordinate with internal departments such as sales, logistics, and finance to ensure smooth order processing and customer satisfaction.
12. Monitor order backlogs and expedite processing where necessary, keeping customers informed of delivery statuses and addressing any issues that arise.
13. Generate regular reports on customer service performance metrics, including response times, resolution rates, and customer satisfaction.
14. Analyze data to identify trends and areas for improvement, recommending actions to enhance the customer support function.
15. Collaborate with the Customer Support Manager to implement best practices and process improvements across the team.

Qualifications:

• Bachelor’s degree in business management, communications, or related fields.
• Strong organizational skills to manage multiple tasks and prioritize effectively.
• Experience working with support and ticketing tools such as Zendesk, Salesforce, and Microsoft Dynamics.
• Excellent communication and interpersonal skills, with the ability to effectively interact with both customers and team members.
• Minimum three years’ experience managing support professionals, with a strong focus on team building and customer satisfaction.
• Problem-solving abilities to address customer issues and support team members in finding solutions.
• Familiarity and experience with the HVAC industry.
• Proficiency in using ERP and MRP systems for order processing and customer management.
• A collaborative and supportive leadership style, focused on fostering team development and a customer-centric culture.

Employment Rewards:

• RRSP & RPP eligibility after 6 months.
• Benefits from day 1.
• Canadian company over 60 years in the market.

Application Process:

All qualified candidates will be contacted.

InVision is an Equal Opportunity Employer and Prohibits Discrimination and Harassment of Any Kind:

InVision is committed to equal employment opportunity and providing a work environment free of discrimination and harassment.