The Customer Service Supervisor will manage a customer service team. To do so, he/she will have to manage the various operational priorities, including the employees under his/her responsibility, customer service and to intervene or detect lost or broken merchandise. He/she must ensure compliance with company policies and procedures, and quickly gain and maintain the trust and respect of his/her team. The supervisor will also be responsible for monitoring the quality of the company's customer service with customers and other departments.
Temporary 18-month position to replace maternity leave.
Your responsibilities will be as follows:
- Ensures that all employees understand and communicate all customer service objectives and obligations. - Contributes to the design of policies, programs and systems required to meet internal customer service objectives and legal and regulatory obligations (compliance). - Proposes new policies, programs and systems to enhance the company's quality and efficiency. - Ensures compliance with customer service policies and procedures, as well as the proper and efficient use of various operational and management systems. - Verifies in a sample of files that policies and procedures as well as files have been used appropriately and have been respected. - Ensures, in collaboration with the various operational managers concerned (transport and warehousing operations), the systemic identification and resolution of problems experienced by customers, in line with corporate objectives. - Corrects problems at source with all parties concerned; - Implements corrective action following problem analysis - Follows up on corrective actions to ensure that they are effective.
- Ensures the proper application of corporate processes and procedures, and develops new ones with a view to continuous improvement of service efficiency and customer satisfaction in line with corporate objectives. - Organizes team meetings during which employees are invited to ask questions. - Ensures that employees are adequately trained and achieve set objectives.
In order to join Groupe Robert's team, you must have:
- Minimum of 7 years' experience in customer service, including 3 years in the transportation field - Fluently bilingual, both written and spoken - Active listening skills - Proven analytical and problem-solving skills - Demonstrate initiative and proactivity - Personnel management and mobilization skills - Knowledge of office automation. - Comfortable with computer systems - College diploma - Analytical mindset - Strong organizational skills - Ability to adapt to change.
Schedules
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Groupe Robert is proud to support the diversity of its employees through its terminals in Quebec and Ontario. Women, visible and / or ethnic minorities or people with disabilities will always be welcome to apply, because at Groupe Robert, the diversity of our employees is the link in our logistics chain that makes us even stronger!
