Customer Service Supervisor

Purpose of the position

Reporting to the Senior VP of Customer Service, the incumbent of this position is responsible for supervising, motivating, and ensuring the quality of service provided to customers, as well as ensuring that team members comply with internal procedures. Their primary role will be to manage the customer service team.

Responsibilities

• Supervise the customer service team;

• Welcome, onboard, and train new team members;

• Set departmental objectives, provide necessary support to employees, and ensure goals are met (work environment, tools, etc.);

• Evaluate and monitor employee performance and behavior, provide feedback, and take corrective action when necessary;

• Conduct regular one-on-one follow-up meetings with team members and ensure the team remains motivated and focused on achieving results;

• Ensure compliance with company-established procedures;

• Monitor performance indicators;

• Continuously improving processes;

• Perform any other related tasks.

Job Requirements

Education Requirements

• College diploma (DEC) in Administration or any combination of relevant education and experience.

Technical skills

• 3 to 5 years of team management. Experience in the aerospace sector (an asset);

• Proficiency in Microsoft Office 365 (Word, Excel, etc.);

• Ability to share knowledge and best practices;

• Experience with the EPICOR system (an asset);

• Team management experience;

• Bilingualism (French and English)

Personal skills

• Strong influencing skills;

• Ability to share knowledge and best practices;

• Excellent analytical and project management skills;

• Excellent communication skills;

• Ability to work under pressure and meet tight deadlines;

• Results-oriented and strong problem-solving skills;

• Self-sufficient with strong time management abilities.