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Customer service supervisor - Hybrid

job details

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    job details
    ***ONE YEAR CONTRACT, TEMPORARY POSITION***

    Our client in the energy industry is looking for a manager to join and lead a team of 6 customer service representatives, which includes a team leader and a coordinator.

    The incumbent will support the manager, while working closely with other departments to ensure customer satisfaction and take corrective action when necessary.

    Where: Lasalle
    Schedule: Monday to Friday, day shift, HYBRID position
    Salary: $85,000-$100,000 depending on experience

    ***PLEASE NOTE, IMPORTANT*** This is a 1 year contract to replace the current supervisor who will soon go on maternity leave.

    Advantages
    -Competitive salary
    -5% annual bonus
    -Social benefits
    -Paid vacation
    -Great company culture and motivating environment


    Responsibilities
    -Manage and direct the activities of the customer service agents
    Track orders in SAP on a daily basis and follow up on their status Communicate with customers on delays and out-of-stock situations
    -Establish customer service policies and procedures and follow up on compliance
    -Prepare and distribute an annual customer satisfaction survey for the Executive Committee according to ISO standards
    -Recommend solutions to logistics problems to Production and Shipping management
    -Ensure quality and continuous improvement of customer service.
    -Produce system reports on the data of orders placed and their progress
    -Ensure that equipment contracts are processed within 5 business days of receipt of all elements (signed contract, Tic-Tac and quote)
    -Ensure reporting on purchase volumes related to equipment contracts and communicate results to the sales team.
    -Participation in COPIL and presentation of results (complaints, e-lub, etc.) and participation in National Sales meeting
    -Select, train, motivate, evaluate and manage Customer Service staff
    -Implement order tracking KPIs
    -Manage the use of the eLub and Visio Stock application and act as a Super User in terms of data update, account creation, reporting, problem resolution, etc.
    -Take charge of customer complaint resolution, escalate to the second level (SALSA) and coordinate with the concerned Director
    -Periodically analyze complaints by identifying the reasons through SALSA reports and propose areas of improvement in conjunction with the relevant department managers
    -Oversee the updating of prices in SAP (sales prices, promotional prices, transportation costs, minimum quantity surcharge) by his team
    -Oversee the development of price management guidelines and procedures by his team to ensure the improvement and optimization of current processes
    -Oversee the transportation of finished goods in terms of delivery status, respond to customer requests and resolve more problematic situations

    Qualifications
    -Bachelor's degree in Administration or related field
    -5 years of experience in a similar role
    -At least one year of experience in personnel management

    OR

    -DEC in Administration
    -8 years experience in customer service
    -2 years experience in personnel management

    -Bilingual
    -Comfortable with technology
    -Team player
    -Great communicator

    Summary
    If you think this job is for you, don't hesitate to apply directly to this ad or send your updated CV to gabriel.whiting@randstad.ca

    Thank you for your interest!

    Randstad Canada is committed to fostering a workforce reflective of all peoples of Canada. As a result, we are committed to developing and implementing strategies to increase the equity, diversity and inclusion within the workplace by examining our internal policies, practices, and systems throughout the entire lifecycle of our workforce, including its recruitment, retention and advancement for all employees. In addition to our deep commitment to respecting human rights, we are dedicated to positive actions to affect change to ensure everyone has full participation in the workforce free from any barriers, systemic or otherwise, especially equity-seeking groups who are usually underrepresented in Canada's workforce, including those who identify as women or non-binary/gender non-conforming; Indigenous or Aboriginal Peoples; persons with disabilities (visible or invisible) and; members of visible minorities, racialized groups and the LGBTQ2+ community.

    Randstad Canada is committed to creating and maintaining an inclusive and accessible workplace for all its candidates and employees by supporting their accessibility and accommodation needs throughout the employment lifecycle. We ask that all job applications please identify any accommodation requirements by sending an email to accessibility@randstad.ca to ensure their ability to fully participate in the interview process.
    ***ONE YEAR CONTRACT, TEMPORARY POSITION***

    Our client in the energy industry is looking for a manager to join and lead a team of 6 customer service representatives, which includes a team leader and a coordinator.

    The incumbent will support the manager, while working closely with other departments to ensure customer satisfaction and take corrective action when necessary.

    Where: Lasalle
    Schedule: Monday to Friday, day shift, HYBRID position
    Salary: $85,000-$100,000 depending on experience

    ***PLEASE NOTE, IMPORTANT*** This is a 1 year contract to replace the current supervisor who will soon go on maternity leave.

    Advantages
    -Competitive salary
    -5% annual bonus
    -Social benefits
    -Paid vacation
    -Great company culture and motivating environment


    Responsibilities
    -Manage and direct the activities of the customer service agents
    Track orders in SAP on a daily basis and follow up on their status Communicate with customers on delays and out-of-stock situations
    -Establish customer service policies and procedures and follow up on compliance
    -Prepare and distribute an annual customer satisfaction survey for the Executive Committee according to ISO standards
    -Recommend solutions to logistics problems to Production and Shipping management
    -Ensure quality and continuous improvement of customer service.
    -Produce system reports on the data of orders placed and their progress
    -Ensure that equipment contracts are processed within 5 business days of receipt of all elements (signed contract, Tic-Tac and quote)
    -Ensure reporting on purchase volumes related to equipment contracts and communicate results to the sales team.
    -Participation in COPIL and presentation of results (complaints, e-lub, etc.) and participation in National Sales meeting
    -Select, train, motivate, evaluate and manage Customer Service staff
    -Implement order tracking KPIs
    -Manage the use of the eLub and Visio Stock application and act as a Super User in terms of data update, account creation, reporting, problem resolution, etc.
    -Take charge of customer complaint resolution, escalate to the second level (SALSA) and coordinate with the concerned Director
    -Periodically analyze complaints by identifying the reasons through SALSA reports and propose areas of improvement in conjunction with the relevant department managers
    -Oversee the updating of prices in SAP (sales prices, promotional prices, transportation costs, minimum quantity surcharge) by his team
    -Oversee the development of price management guidelines and procedures by his team to ensure the improvement and optimization of current processes
    -Oversee the transportation of finished goods in terms of delivery status, respond to customer requests and resolve more problematic situations

    Qualifications
    -Bachelor's degree in Administration or related field
    -5 years of experience in a similar role
    -At least one year of experience in personnel management

    OR

    -DEC in Administration
    -8 years experience in customer service
    -2 years experience in personnel management

    -Bilingual
    -Comfortable with technology
    -Team player
    -Great communicator

    Summary
    If you think this job is for you, don't hesitate to apply directly to this ad or send your updated CV to gabriel.whiting@randstad.ca

    Thank you for your interest!

    Randstad Canada is committed to fostering a workforce reflective of all peoples of Canada. As a result, we are committed to developing and implementing strategies to increase the equity, diversity and inclusion within the workplace by examining our internal policies, practices, and systems throughout the entire lifecycle of our workforce, including its recruitment, retention and advancement for all employees. In addition to our deep commitment to respecting human rights, we are dedicated to positive actions to affect change to ensure everyone has full participation in the workforce free from any barriers, systemic or otherwise, especially equity-seeking groups who are usually underrepresented in Canada's workforce, including those who identify as women or non-binary/gender non-conforming; Indigenous or Aboriginal Peoples; persons with disabilities (visible or invisible) and; members of visible minorities, racialized groups and the LGBTQ2+ community.

    Randstad Canada is committed to creating and maintaining an inclusive and accessible workplace for all its candidates and employees by supporting their accessibility and accommodation needs throughout the employment lifecycle. We ask that all job applications please identify any accommodation requirements by sending an email to accessibility@randstad.ca to ensure their ability to fully participate in the interview process.