Bilingual Customer Service Supervisor

Skyline Group is a Canadian company that manufactures and sells roof safety and access systems such as permanent ladders, guardrails, and walkway systems to clients throughout Canada.

Located in our Quebec sales office, we are seeking a Customer Service Supervisor with responsibility for supervising the Customer Service Representatives (CSRs) who have responsibility for ensuring the overall success of a customer order including a consistent and easy experience for Skyline’s customers.

Key Accountabilities

Management of CSR Team

• Maintain a ‘make it happen’ attitude amongst the Customer Service team ensuring that customers receive an excellent experience from Skyline Group by exceeding expectations.
• Motivate and coach CSR team to excel in position requirements; celebrate/reinforce positive team and individual achievements; review areas of concern and make recommendations to CSR team for improvement.
• Ensure the CSRs are following company policies and procedures.
• Conduct employee probationary and performance reviews as per company policies and procedures within set timelines.
• Develop employee performance improvement plans in conjunction with the Operations and Procurement Manager as deemed necessary.
• Recommend training pathways for employee growth and personal /professional development to Human Resources department.

Order Processing

• Ensure that CSRs complete assigned tasks related to order processing on time and within company guidelines.
• Ensure CSRs are working collaboratively with CAD and Sales teams to achieve optimal customer satisfaction ratings.

Customer Service

• Ensure CSRs respond to customer queries within set company guidelines and timelines.
• Assist with managing customer issues as escalated by CSR team.

Order Management

• Ensure CSRs manage customer orders within set company guidelines and timelines.
• Review Customer Reconciliation Reports and resolve any outstanding issues.
• Provide reports on Net Promoter scores, order overages, and Customer Reconciliation Reports to Operations and Procurement Manager.

Job Type : Full-time

Salary : $65,0000 to $78,000 per year

Benefits :

• Dental care
• Extended health care
• RRSP match
• Vision care

Schedule :

• Monday to Friday

Work Location : In person/in office.

Salary : $65,000.00-$78,000.00 per year

Benefits :

• Dental care
• Extended health care
• RRSP match
• Vision care

Schedule:

• Monday to Friday

Application question(s):

• Will you be able to reliably commute to Point Claire, QC for this job?

Work Location: In person