Supervisor, Customer Care

About Messer

Messer is the largest privately held industrial gas business in the world, and a leading industrial and medical gas company in North and South America. We offer over 125 years of expertise in industrial, medical, specialty and electronic gases. Messer delivers quality gases, related services and technology via an extensive production and distribution network. Health and safety, sustainability practices and environmental protection are core Messer values that are embedded in our daily operations.

Why Messer?

• Certified as Great Place to Work
• Paid time off: Excellent paid vacation available in first year including personal days.
• Pay and benefits: Competitive pay rate with comprehensive benefits and competitive pension plan.
• Bonus and pay increases: Incentive program based on company performance and annual merit increase program.
• Career growth: Opportunities for career advancement through training and development opportunities with tuition reimbursement program.
• Referral program: Employees can refer talent and earn!
• Employee perks and discounts: Access to exclusive discounts on a number of products and services across Canada.

Purpose:

The Customer Care Supervisor is responsible for directing and coordinating the day-to-day activities of the virtual customer service center.

• Coach the customer service team to develop strong skillsets and expertise, support them in utilizing the available tools and technology effectively as well as ensuring adherence to processes to provide excellent service to our internal and external customers.
• Ensure the Customer Service team functions properly in accordance with company policies, goals and in support of the company’s customer service improvement plans/projects.
• Propose and support the development and implementation of best operating practices to meet and exceed required service level to our customers.
• Support the company's product and service offer and deliver exceptional service to our customers on time and consistently.
• To support company's growth through Customer satisfaction, and make it easy to do business with our company.

What you’ll do:

• Lead and coordinate the daily activities of the customer service team to ensure the team is providing service to customers according to SLA’s.
• Lead the team through effective communication, coaching and team building to achieve superior performance in all key areas, with a focus on customer service.
• Provides hands-on support with operational workload (daily activities) such as manage calls, order entry, Order and PO management, as required (e.g.: staffing shortages, vacation) to meet expected business requirements.
• Ensures effective interactions with other internal departments to meet the quality.
• Manage query and complaint process using current systems and processes in place. Ensure response and escalation to query and complaints are handled according to established SLA.
• Propose improvement suggestions (processes and procedures) to support improved Customer Experience and productivity.
• Interact with Sales force and support sales initiatives and strategies.
• Consistently monitor the Customer Service performance through established KPIs and observe customers' feedback to maintain providing excellent services to customers.
• Recruit, train and retain Customer Service Representatives with excellent skillsets who are passionate about serving customers.
• Champion in customer retention and growth through good service, continuous improvement to the customer experience.

What it takes:

Education and Experience:

• College Diploma or University degree in business administration or equivalent with similar experience.
• 5 years management experience in relevant industry/Customer Service/Sales.
• High proficiency with Microsoft Office suite (Outlook, Word, Excel) and ability to navigate systems comfortably.

Key Skills and Attributes:

• Strong problem-solving skills and ability to think analytically while working in a fast-paced environment.
• Ability to work in a cross-functional environment.
• Multi-tasking skills demonstrated using multiple applications.
• Good interpersonal and communication skills.
• Knowledge of SAP software (asset).
• Knowledge of the gas or welding industry (asset).

At Messer, our vision for Diversity & Inclusion is to create an environment where all of us accept, respect and value the differences of multiple identities and truly welcomes the diverse ideas and perspectives of individuals. In doing so, we shape an open and creative company culture, providing every individual an equal opportunity to thrive.

Together we value innovation, efficiency and flexibility. Putting safety first, working with integrity and respect, we encourage everyone to find solutions for success. That means for our customers and for our colleagues. This makes us a great place to build a career where your skills are valued and developed.

Apply today @Messer Careers.

If you need assistance with the application or would like to request an accommodation, call (877) 243-1030.