Customer Service Supervisor
About The Position
The Customer Service Supervisor is responsible for overseeing and supporting the customer service team and their activities. The role focuses on delivering exceptional customer service, maintaining strong client relationships, and ensuring efficient and accurate processing of customer orders. The Supervisor collaborates closely with other departments to improve the overall customer experience and operational performance. As a Customer Service Supervisor at IPLS you will: Resolve customer inquiries and complaints in a timely, professional manner. Analyze customer needs, set priorities, and coordinate order-related activities through to final payment. Monitor the onboarding process for new customers and product launches. Review customer agreements and assess impacts on service delivery. Meet directly with clients to understand needs and foster continuous improvement in service. Internal Communication and Departmental Support Serve as the main point of contact for issue resolution within the customer service department. Support the sales team with current sales analysis, customer data, and forecasting input. Collaborate across departments to streamline service delivery and improve communication. Participates in the improvement, development, and implementation of internal communications in the organization. Develop and maintain strong communication and relationship with the Sales team to ensure customers are supported. Service Strategy and Process Improvement Lead initiatives to meet departmental goals including on-time delivery and minimizing obsolescence. Assist in developing and implementing new service processes and business rules. Provide input to planning as the voice of the customer, ensuring issues affecting customers are addressed. Perform any other related tasks that may assist the proper functioning of the department. Safety & Sustainability Expectations Good knowledge of C-TPAT, SQF/HACCP and ISO standards Contribute to improving and maintaining C-TPAT, SQF/HACCP and ISO procedures Scope of Responsibility & Complexity The Customer Care Supervisor is expected to lead the customer care team, drive performance improvements, resolve service issues, and act as a liaison between customers and internal departments.
Requirements
- A bachelor’s degree in business management or equivalent training/experience
- 2 to 5 years of experience in customer service in a manufacturing environment.
- 1 to 3 years of experience in personnel management and supervision
- Strong verbal and written communication skills in English
- Good knowledge of the Office suite software
- Strong negotiation, problem-solving, and interpersonal skills.
- Ability to supervise and develop team members in a fast-paced, customer focused environment.
Nice To Haves
- French language skills
- Knowledge of IFS ERP software is an asset.
Responsibilities
- Resolve customer inquiries and complaints in a timely, professional manner.
- Analyze customer needs, set priorities, and coordinate order-related activities through to final payment.
- Monitor the onboarding process for new customers and product launches.
- Review customer agreements and assess impacts on service delivery.
- Meet directly with clients to understand needs and foster continuous improvement in service.
- Serve as the main point of contact for issue resolution within the customer service department.
- Support the sales team with current sales analysis, customer data, and forecasting input.
- Collaborate across departments to streamline service delivery and improve communication.
- Participates in the improvement, development, and implementation of internal communications in the organization.
- Develop and maintain strong communication and relationship with the Sales team to ensure customers are supported.
- Lead initiatives to meet departmental goals including on-time delivery and minimizing obsolescence.
- Assist in developing and implementing new service processes and business rules.
- Provide input to planning as the voice of the customer, ensuring issues affecting customers are addressed.
- Perform any other related tasks that may assist the proper functioning of the department.
- Contribute to improving and maintaining C-TPAT, SQF/HACCP and ISO procedures
- Lead the customer care team, drive performance improvements, resolve service issues, and act as a liaison between customers and internal departments.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
