Customer Service Supervisor - Bilingual

POSITION SUMMARY

Reporting to the Customer Service Manager – North America, the Customer Service Supervisor will establish and maintain a world class customer service team to deliver service excellence to Graymont’ s customers; overseeing a team of customer service representatives, based in multiple locations within North America, to ensure the efficient and effective receipt and delivery of customer orders, dispatching of delivered loads, as well as the resolution of customer inquiries, complaints, and requests. The Customer Service Supervisor will be a team player who will be looked upon as the “go to” resource for Customer Facing Customer Service Representatives (CSRs). The Customer Service Supervisor will be required to lead, develop, and motivate a specified team of Customer Service Representatives (CSRs) to enable the team to consistently deliver industry leading customer service standards. The Customer Service Supervisor will also be required to provide transactional customer coverage as required.

Flexibility, availability, and the ability to set the right priorities are essential to the success of this position. The ideal candidate enjoys a work environment characterized by frequent changes. A positive attitude and strong interpersonal skills focused on customer service are essential.

DUTIES AND RESPONSIBILITIES:

• Manage, coach, and develop Customer Facing CSRs to reach higher competencies and empower them to make decisions commensurate with their abilities
• Be visible to Customer Facing CSRs by meeting in person on a frequent basis and encourage open communication and collaboration of issues, possible solutions, and continuous improvement recommendations with all stakeholders including Sales and Operations.
• Develop and measure key performance indicators to track and evaluate customer service performance. Submit monthly status report on customer service highlights.

o Build the capacity of team ensuring they consistently deliver high quality, accurate and consistent service in line with defined KPI’s and processes.

• Support the Customer Service Manager in implementing standards and processes with the Customer Facing CSRs

o Coordinating team operations and resources and assisting in identifying, developing, and implementing activities to improve operational performance.

o Monitor workload and performance; proactively address learning and development needs of team members and recommend development activities.

o Identify opportunities for process automation and continuous process improvement. Support the integration of new systems and subsequent reporting changes.

o Develop, utilize and promote One Graymont tools and processes including but not limited to Sales and Operations Planning (S&OP) and Quality Management System (QMS), Transwide, and Salesforce

o Support and lead Customer Facing CSRs in adjusting customer demand forecast (1-3 weeks) to ensure demand is accurately and timely represented in the S&OP process.

• Provide and coordinate back-up Customer Service duties for assigned locations as necessary: Facilitate and assist in training and being trained in other cross-functional duties within the department/region, including:

o Receive, process, and confirm customer orders, contacting different carriers to arrange for delivery of confirmed orders when required (dispatching), in a timely and responsive manner that meets both the customer’s and the business’s needs.

o Ensure manual bills of lading for terminals or plants are accurately processed in a timely manner.

o Process railcar billing and working with the rail team and railroads to trace, expedite, resolve any issues impacting customer deliveries.

o Customer demand planning for weeks 1-3 in collaboration with Supply Planner and Sales team

o On Call after-hours duty as required

• Identify and promptly respond to customer needs, going above and beyond to resolve escalated issues while providing exceptional service and adhering to Graymont’s core values. Outstanding communication and interpersonal skills shine as you tackle complex issues, keeping the customer at the centre of what you do.

• Work cross-functionally with internal departments (Invoicing CSRs, Account Managers, Regional Sales VP’s, Quality Assurance, Logistics) to ensure customer questions and problems are resolved.

• To reach and maintain efficiency of processes and systems, the Customer Service Supervisor in conjunction with the Customer Service Manager is crucial in the following Order to Cash activities:

o Subject Matter Expert for an assigned System or System Application

o Responsiveness to O2C issues facing the user community; develop and manage business process support activities.

o Testing of new functionality, Develops, implements, and updates standard operating procedures for department.

o Provide training, guidance, and support across the business and with relevant stakeholders on compliance, documentation and processes (new/changes)

QUALIFICATIONS

• 5-7 years’ experience in Customer Service, Inside Sales and Transportation.

• Proven team building, people development, mentoring, and leadership skills.

• Excellent verbal and written communication and time management skills are required.

• Dedicated and passionate for service excellence by focusing on customer needs.

• Demonstrated high level of expertise in JDE Order Management, Transportation, and other business process tools such as Cognos, MS Office, and Graymont Customer Portal

• Willing to learn other software packages as required.

• Detail-oriented, self-assured, tactful, and supportive.

• Ability to handle high workload with little direction or supervision with frequent interruptions.

• Excellent verbal and written communication and time management skills are required.

• Available to travel up to 20% of time.

• Bilingual/French Required.