Customer Service Supervisor - OEM

Finning•Edmonton, AB

1d•Onsite

About The Position

The Customer Service Supervisor is accountable for providing day-to-day leadership and administrative oversight for the Customer Service team at OEM, including Reception, Timekeeping, Service Billing, and Component Procurement. This role supports the effective administration of component and core flow for the Finning Exchange Program, including timely and accurate estimating, quoting, invoicing, shipping paperwork, transaction processing, and Accounts Payable invoice processing. The role is responsible for maintaining accuracy in D20 SWIP, monitoring transaction errors and financial variances, supporting warehouse inventory flow, and ensuring components and cores move efficiently through OEM, component rebuild facilities, and Finning branches. The Customer Service Supervisor must foster a positive work environment that supports organizational goals, safety, continuous improvement, change management, and strong working relationships with internal and external stakeholders.

Requirements

Minimum 3 years of related experience in business analysis, forecasting, inventory and asset management, logistics, procurement, service operations, or a related field
Minimum 1 year of experience managing or supervising direct reports, or demonstrated strong leadership skills with the ability to lead through influence
Proficient in Microsoft Office applications, with advanced Excel skills
Strong customer service focus and ability to build effective relationships with internal and external stakeholders.
Strong understanding of the Exchange business, including component flow, core returns, work orders, billing, and related transaction processes

Nice To Haves

Degree in Business, Operations Management, Supply Chain Management, or equivalent experience in a related field would be an asset
Experience or exposure to transportation and logistics, warehousing, distribution, and supply chain processes would be an asset
Familiarity with internal OEM systems and experience with M3 or Infor

Responsibilities

Manage and monitor all aspects of the Service Billing, Component Procurement, Timekeeping, Reception, and Administrative Support functions, working with internal and external stakeholders to align expectations, resolve issues constructively, and drive continuous improvement for the organization and its customers.
Provide day-to-day leadership for team members, including recruitment and selection, onboarding and orientation, coaching and mentoring, performance management, goal setting, weekly metrics reporting, and supporting growth and development opportunities.
Maintain D20 work in progress accuracy, monitor transaction errors that inflate WIP, review financial accounts, complete month-end reporting, and make required adjustments to manage gains and losses in the D20 warehouse.
Manage Exchange D20 account variances using a root-cause problem-solving approach to minimize financial impacts and improve transaction accuracy.
Manage warehouse inventory and support the smooth flow of component sales and core returns to component rebuild centres, ensuring aged cores in transit are received into warehouse inventory or work orders as required.
Oversee pricing, quoting, invoicing, and billing operations to ensure accuracy, efficiency, and timely turnaround so production and customer service levels are not impacted.
Work alongside component rebuild centres, Finning branches, and internal stakeholders to correct transactions, support Exchange business transitions, and ensure operational accuracy.
Support Timekeeping with pay errors, process changes driven by HR and the union, and related administrative requirements.
Oversee the management of Exchange Stands, including facilitating design, fabrication, procurement, and implementation activities with internal stakeholders and external vendors.
Drive departmental continuous improvement initiatives, implement process changes, and take a leadership role in projects that improve customer service levels and operational efficiency.
Develop direct reports by monitoring performance and results, providing timely feedback, and identifying performance drivers and limitations.
Support a healthy and safe workplace by ensuring employees and on-site visitors follow all safety practices and policies.