Customer Service Supervisor, Canada

Canada

Scarborough

October 04, 2024

Imagine working at the forefront of innovation in fluid-flow technology, with over 1400 colleagues across the globe, and contributing to a legacy of excellence that spans eight manufacturing facilities on four continents. Armstrong Fluid Technology is more than just a leader in our industry; we are a community of the brightest and most creative minds, driven by a shared mission to engineer the future and safeguard our planet.

As a member of our team, you'll dive into an environment that encourages learning and boundary-pushing every day. You'll be part of an agile and dynamic workplace where today's solutions are built for tomorrow's challenges.

We are seeking a motivated and experienced Customer Service Supervisor to oversee the day-to-day operations of customer services teams in Canada. As The Customer Service Supervisor, you will play a key role in ensuring high-quality service delivery by supporting team members, managing escalation, and maintaining a positive work environment. If you have a passion for customer service and a talent for team supervision, we invite you to join our dynamic organization.

This position is based out of Scarborough, Ontario. In addition to annual initiatives, the responsibilities are as follows:

Key Accountabilities:

Team Support and Supervision:

• Supervise and support customer service representatives in their daily tasks, ensuring adherence to company policies and procedures.
• Assist in the development and monitoring of Key Performance Indicators (KPIs) to evaluate team performance and drive improvements in service delivery.
• Provide guidance on handling complex customer inquiries and escalations, ensuring swift and effective resolutions.
• Conduct regular training sessions to enhance the team’s skills and product knowledge.
• Promote a positive and collaborative team environment, encouraging teamwork and continuous improvement.

Customer Interaction:

• Maintain regular communication with customers, ensuring their needs are met with professionalism and efficiency.
• Handle escalated customer issues that require additional attention, working towards satisfactory outcomes for both the customer and the company.
• Monitoring interactions to ensure service standards are maintained, providing feedback and coaching to team members as needed.
• Provide response to customer queries in a timely manner.

 Operational Oversight:

• Oversee the processing of customer orders, returns, and support tickets, ensuring accuracy and timeliness.
• Coordinate with internal departments such as sales, logistics, and finance to ensure smooth order processing and customer satisfaction.
• Monitor order backlogs and expedite processing where necessary, keeping customers informed of delivery statuses and addressing any issues that arise.

Reporting and Continuous Improvement:

• Generate regular reports on customer service performance metrics, including response times, resolution rates, and customer satisfaction.
• Analyze data to identify trends and areas for improvement, recommending actions to enhance the customer support function.
• Collaborate with the Customer Support Manager to implement best practices and process improvements across the team.

What We’re Looking For

To thrive in this role, you should bring:

• Bachelor’s degree in business management, communications, or related fields
• Strong organizational skills to manage multiple tasks and prioritize effectively
• Experience working with support and ticketing tools such as Zendesk, Salesforce and Microsoft Dynamics.
• Excellent communication and interpersonal skills, with the ability to effectively interact with both customers and team members. Bi-lingual in English and French required
• Minimum three years’ experience managing a group of support professionals, with a strong focus on team building and customer satisfaction.
• Problem-solving abilities to address customer issues and support team members in finding solutions.
• Familiarity and experience with the HVAC industry.
• Proficiency in using ERP and MRP systems for order processing and customer management.
• A collaborative and supportive leadership style, with a focus on fostering team development and a customer-centric culture.

Why Armstrong Fluid Technology?

By joining us, you’ll become part of a global community dedicated to pushing the boundaries of fluid-flow technology. You’ll have endless opportunities to learn, grow, and make a significant impact on the world. Together, we'll build tomorrow’s solutions today.