Customer Service Supervisor (Manufacturing)

InVision Staffing Services Inc.; Golden Horseshoe; On-site; CAD 80,000 - 90,000; Full time

Job summary

A leading company in the manufacturing industry seeks a Customer Service Supervisor to enhance service delivery. The role involves supervising a team, managing escalations, and fostering a positive work environment. Ideal candidates will have a strong background in customer service, team management, and relevant experience in the HVAC industry. Join a dynamic organization committed to excellence and customer satisfaction.

Benefits

RRSP & RPP eligibility after 6 months

Benefits from day 1

Qualifications

• Minimum three years’ experience managing support professionals.
• Familiarity and experience with the HVAC industry.

Responsibilities

• Supervise and support customer service representatives.
• Conduct regular training sessions to enhance team skills.
• Monitor interactions to ensure service standards are maintained.

Skills

Organizational Skills

Communication

Problem-Solving

Education

Bachelor’s degree in business management

Bachelor’s degree in communications

Tools

Zendesk

Salesforce

Microsoft Dynamics

ERP systems

MRP systems

Job description

Customer Service Supervisor (Manufacturing)

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InVision Staffing Services Inc. provided pay range

This range is provided by InVision Staffing Services Inc.. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.

Base pay range

CA$80,000.00 / yr - CA$90,000.00 / yr

Direct message the job poster from InVision Staffing Services Inc.

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 team supervision, we invite you to join our dynamic organization.

Responsibilities :

• Supervise and support customer service representatives in their daily tasks, ensuring adherence to company policies and procedures.
• Assist in developing and monitoring Key Performance Indicators (KPIs) to evaluate team performance and drive service improvements.
• Provide guidance on handling complex customer inquiries and escalations, ensuring swift and effective resolutions.
• Conduct regular training sessions to enhance team skills and product knowledge.
• Promote a positive and collaborative team environment, encouraging teamwork and continuous improvement.
• Maintain regular communication with customers to meet their needs professionally and efficiently.
• Handle escalated customer issues, working towards satisfactory outcomes for both the customer and the company.
• Monitor interactions to ensure service standards are maintained, providing feedback and coaching to team members as needed.
• Respond promptly to customer queries.
• Oversee processing of customer orders, returns, and support tickets, ensuring accuracy and timeliness.
• Coordinate with internal departments such as sales, logistics, and finance to ensure smooth order processing and customer satisfaction.
• Monitor order backlogs and expedite processing where necessary, keeping customers informed of delivery statuses and addressing issues.
• Generate regular reports on customer service performance metrics, including response times, resolution rates, and customer satisfaction.
• Analyze data to identify trends and areas for improvement, recommending actions to enhance customer support.
• 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 interact effectively with both customers and team members.

Minimum three years’ experience managing support professionals, with a 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 with 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 providing a work environment free of discrimination and harassment for all employees.

Seniority level

• Mid-Senior level

Employment type

• Full-time

Job function

• Administrative, Customer Service, Manufacturing
• Manufacturing

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