Customer Service Supervisor

Merrithew International Inc.•Toronto, ON

62d•$50,000 - $60,000•Hybrid

About The Position

The Customer Service Supervisor is responsible for overseeing the daily operations of the Customer Service team, ensuring the delivery of exceptional support to commercial customers, distributors, and internal stakeholders. Reporting to the Senior Manager, Customer Service, this role supervises Customer Care Specialists and Customer Service Co-ordinators, manages service performance, and ensures efficient resolution of customer inquiries related to equipment, warranties, replacement parts, and product functionality. The Supervisor will play a key role in team leadership, process improvement, and service quality, while working closely with Sales, Manufacturing, Logistics, and Finance to ensure a seamless customer experience.

Requirements

3–5 years of customer service experience, preferably in a technical, manufacturing, or product-based environment.
Previous team lead or supervisory experience is preferred.
Post-secondary education or equivalent professional experience.
Strong knowledge of CRM systems and customer service workflows.
Proficiency in Microsoft Office (Outlook, Word, Excel, PowerPoint).
Excellent leadership, coaching, and team development skills.
Exceptional communication and interpersonal skills.
Strong problem-solving and decision-making abilities.
Excellent organizational and time management skills with the ability to prioritize multiple tasks.
Ability to work effectively in a fast-paced, customer-focused environment.

Nice To Haves

Strong technical or mechanical aptitude is considered an asset.
Additional language skills are considered an asset, with fluency in Mandarin being strongly preferred.

Responsibilities

Supervise, coach, and support the Customer Service team to ensure high levels of customer satisfaction and service efficiency.
Monitor team performance, provide regular feedback, and conduct performance evaluations.
Onboarding, training, and development of new customer service team members.
Provide guidance and support in handling complex or escalated customer issues.
Foster a collaborative, positive, and customer-focused team environment.
Ensure all customer service procedures are followed and that cases are accurately documented and tracked in the CRM system.
Oversee the timely resolution of customer equipment concerns and service issues.
Monitor service metrics and identify opportunities to improve response times and service quality.
Ensure accurate processing of replacement orders, warranty claims, and service requests.
Manage and resolve escalated customer complaints and technical concerns.
Work with Manufacturing, Engineering, Sales, and Logistics teams to resolve product or delivery issues.
Monitor recurring warranty claims or product concerns and escalate trends to management/Quality.
Identify opportunities to improve customer service processes, documentation, and workflows.
Track and report key service metrics and performance trends to the Senior Manager, Customer Service.
Ensure accurate documentation of priority issues, incidents, and accident reports.
Oversee customer returns and ensure proper coordination of RMA processes with internal departments
Support service provider network management and maintain updated records in the CRM database.
Assist with cross-functional collaboration between Customer Service, Sales, and other departments.
Identify potential sales opportunities through customer interactions and share with the appropriate Sales teams.
Provide input into product improvements based on customer feedback and service trends.
Contribute to internal communications and customer education resources.
Assist with training initiatives related to product troubleshooting and maintenance.
Perform other duties as assigned.