Supervisor, Customer Solutions Specialist

Supervisor, Customer Solutions Specialist

When applicable, Bombardier promotes flexible and hybrid work policies.

At Bombardier, we design, build and maintain the world’s peak-performing aircraft for the world’s most discerning people and businesses, governments and militaries. We have been successful in setting the highest standards by putting our people at the heart of it all, and defining excellence, together.

Working at Bombardier means operating at the highest level. Every day, you are part of a team that delivers superior experiences and products, pushing the boundaries of what's possible in our industry and beyond. By prioritizing employee growth and development, we empower everyone to reach their full potential on their own terms, because the best work happens when you are free to be yourself and share your unique expertise.

With our employees’ well-being top of mind, we offer a comprehensive and competitive Benefits Program, which includes the following:

• Insurance plans (Dental, medical, life insurance, disability, and more)
• Retirement savings plan
• Employee Assistance Program

Key Responsibilities:

1. Lead by example in delivering exceptional customer service and coach our team to do the same.
2. Build and inspire a strong team, shaping behaviors to achieve outstanding results.
3. Collaborate in developing and implementing standards and processes.
4. Ensure success by interacting with judgement and tact, focusing on customer and staff retention.
5. Perform with precision, being meticulous, organized and doing it right the first time.
6. Oversee and assess customer service activities, assist staff as needed, manage escalations, and provide regular performance feedback.
7. Strategize and monitor daily customer service operations, maintain KPI’s and implement improvements for growth and efficiency.
8. Coach staff on customer service and company policies.
9. Assist in developing and implementing service policies, ensuring alignment and communication with customers and staff.

How to thrive in this role?

1. You hold a Bachelor's degree in Business Management/Commerce or have a minimum of 5 years' supervisory experience and/or 8-10 years in Customer Service.
2. You possess proficient knowledge of customer service and standard office practices and procedures.
3. Knowledge of SAP and Zendesk is a strong asset, along with proficient computer skills.
4. You have outstanding communication skills, both written and verbal.
5. You excel in people skills, phone etiquette, and organizational abilities.
6. Continuous Improvement, Lean, Six Sigma certification or equivalent is a plus.

Please note: You don’t need all the skills, knowledge, and experience listed for this position! We’re not looking for the perfect candidate, we’re looking for great talent and resourcefulness.

Bombardier is an equal opportunity employer and encourages persons of any race, religion, ethnicity, gender identity, sexual orientation, age, immigration status, disability or other applicable legally protected characteristics to apply.

Job: Supervisor, Customer Solutions Specialist

Primary Location: Administrative Centre (CA)

Organization: Aerospace Canada

Shift: Day job

Employee Status: Regular

Requisition: 7608 Supervisor, Customer Solutions Specialist