Customer Service Supervisor

What will do day to day?

• Interfacing with our customers (clinical and support contacts at hospitals and other primary care facilities) via phone and email to answer questions, resolve issues, proactively communicate schedule or stock changes, and manage inbound scheduling requests
• Report, investigate and resolve (where applicable) customer requests and complaints via Salesforce ensuring a high degree of accuracy and timeliness in reporting and issue escalation
• Maintain and update filing, inventory and database systems (both manual and computer processes) 
• Work closely with our production and transport team to ensure timely and efficient delivery is met at all customer locations. This includes:
• Creating customer manifests
• Printing and distributing process documents for daily production
• Ensuring stock inventory in conjunction with your Plant Manager
• Support with routing and rerouting of our trucks on a daily/weekly basis
• Liaising with all departments and customers on account changes (billing, sales and logistics)
• Generate reports on an as needed basis for the leadership team
• Constantly look for new ways to better/improve the current administrative process

What do you need to be successful?

• Someone with initiative, discipline and focus; who has a passion for problem-solving, building relationships, and delivering a great customer experience. As a lead within our customer service team, you will both directly interact with our customers, as well as driving behavior of other team members to deliver a quality customer experience. Our ideal candidate initiates – they do not wait for someone else to provide direction, they take ownership and first and foremost focus on ensuring our customers get fast issue resolution and have a wonderful experience working with us. Here’s some of the skills and attributes that would make you a great fit candidate:
·       Self-motivated to problem-solve and leverage a team to drive resolutions for a customer·       Relationally driven, you will enhance and strengthen relationships and drive a culture focused on customer service·       Flexible, adaptable and able to prioritize, no two days are the same!·       Strong attention to detail in checking work quality and accuracy·       Demonstrates common-sense judgment when it comes to resolving customer issues·       Ability to lead and motivate a team while modelling a strong code of ethics and respect for others·       5+ years of administrative and customer service experience within retail or hospitality or corporate will be considered·       Ability to talk to a position or instances where you have provided leadership in your role ·       Intermediate to Advanced computing skills (Microsoft office suite etc.)·       Salesforce experience would go a long way!·       Good communication skills both written and verbal with record-keeping discipline ·       Proven experience in improving processes and procedures  If this sounds like the role for you, or somebody you know then we look forward to speaking with you!