Supervisor – Customer Experience
At Aldes, we manufacture solutions that improve people's quality of life, one building at a time.
Be part of a team that makes a difference.
Benefits:
- Competitive group insurance and retirement plan (e.g., RRSP+; telemedicine);
- Day shift schedule;
- Recognition programs and continuous training;
- 11 paid statutory holidays and, after the probationary period, a 40-hour leave bank (in addition to your vacation!);
- Paid vacation from day one;
- An active social committee — there's never a dull moment at ALDES!;
- A $400.00/year wellness account;
- Free coffee;
- …and much more!
Position Summary
Reporting to the Director – Customer Experience, the incumbent supervises the order entry and technical service teams while actively participating in day-to-day operations. They ensure daily coordination and contribute to the improvement and structuring of processes.
Key Responsibilities
Team Supervision
- Coach and oversee the order entry and technical service teams;
- Ensure task distribution and follow up on daily priorities;
- Support employees in resolving complex cases;
- Foster a collaborative and performance-driven work environment;
Operations — Order Entry
- Participate in order processing and related follow-ups;
- Respond to customer inquiries by phone and email, ensuring rigorous follow-up on orders, changes, and cancellations;
- Coordinate deliveries with customers and ensure smooth communication between internal teams and clients;
- Handle customer complaints, propose appropriate solutions within prescribed timelines, and follow up to ensure resolution;
- Ensure the quality and accuracy of data in the systems;
Continuous Improvement & Processes
- Identify operational pain points and propose concrete solutions;
- Document and standardize key processes;
- Participate in the optimization of tools and working methods;
- Support change management initiatives;
Support to the Director
- Act as the operational point of contact for the Director – Customer Experience;
- Provide updates on issues, priorities, and key performance indicators;
- Contribute to the overall improvement of customer service performance;
Candidate Profile
Education & Experience
- 3 to 5 years of experience in customer service, operations, or a manufacturing environment;
- Experience in team supervision or coordination (significant asset);
- Experience in order entry or a similar environment (asset);
- Knowledge of the HVAC or industrial sector (asset);
Technical Skills
- Proficiency in the Microsoft Office suite (Outlook, Teams, Excel, Word, PowerPoint);
- Experience with a CRM (Salesforce – an asset);
- Knowledge of an ERP system (Infor or equivalent – an asset);
- Bilingualism in English and French (oral and written);
- English proficiency is essential as the incumbent will be required to read and draft documents and communicate in English.
