Customer Service Supervisor ( Hybrid) - Jobs in Mississauga, ON

Job Description

Title: Customer Service SupervisorStatus: Full TimeLocation: Head office,5200 Orbitor Drive, MississaugaDays and Hours of Work: Monday to Friday, HybridJob Scope: Reporting to the Customer Service Manager, the Customer Service Supervisor is tasked with ensuring that the daily customer order management process is executed daily. This will be accomplished by performing critical verification and reconciliation steps through internal reporting and auditing. This role is also responsible for monitoring customer services processes to ensure SOPs are being followed by all team members and identifying process improvements to minimize errors and process gaps.Key Accountabilities:

• Directly responsible and accountable for the Customer Service Representatives and managing their day-to-day activities.
• Act as a D365 Super User, assisting CSRs as front-line support with any system/data input issues they encounter. Escalate system issues to CS Manager and/or Data Integrity team as required.
• Monitor internal CS processes to ensure that all team members are following pertinent SOPs, including identifying process deviations, re-training, and escalation to CS Manager as needed.
• Lead trainer for any new CSRs and/or new processes being introduced to the CS team.
• Provide customer order management and issue resolution back-up support to CSRs, as needed.
• Lead weekly scorecard sessions for development and coaching with Customer Service team
• Resolve escalated customer issues pertaining to product, process, or service deficiencies. In addition to this the CS Supervisor shall lead sustainable actions to prevent these issues, gaps in process or deficiencies from occurring in the future.
• Develop recommendations to improve customer service experience based on data, experience, and industry trends as well as process improvement opportunities.
• Responsible for orders requiring investigation.
• Ensure accurate and timely CS reporting is completed, develop new customer service-related reports as required.
• Support the team to complete timely invoicing of all credits, backfill credits, all Saputo orders, including BOLs, and Walmart orders, including bulk BOLs, weekly free text invoicing.
• Assist the CS Manager with communication between internal/external parties in the coordination of CS process matters.
• Assist the CS Manager with analyzing key metrics, daily & weekly reports, and performance indicators to identify areas of focus and/or necessary improvements.
• Provide support to Auditors regarding any customer related information requests that come through.
• Other projects and responsibilities as assigned by Management.
• Is the backup to CSR accounts during periods of vacation, overflow or as needed.

Qualifications:

• Post-secondary education or equivalent work experience.
• 3-5 years of related customer service experience in a CPG/ manufacturing environment.
• Excellent attention to detail and a high level of accuracy.
• Strong knowledge of MS Office (Excel, Powerpoint) and ERP/WMS systems required.
• Demonstrated ability to be effective in a lead role within a team environment and resolve issues
• Self-starter with the ability to execute processes independently, as well as meet critical deadlines.
• Strong problem-solving skills, with the ability to identify root cause issues, recommend solutions which mitigate risk of repeat occurrences, and thoroughly lead the issue resolution process from start to completion.
• Excellent interpersonal skills, ability to interact professionally with internal and external contacts.
• Demonstrated excellent telephone/communication/people skills, both written and verbal.
• Proven ability to exercise diplomacy and perform efficiently in stressful situations.
• Flexibility to deal with multiple priorities in a fast-paced work environment, as well as occasional availability outside of business hours to handle critical CS requirements.

Gay Lea Foods is a proud Canadian owned dairy food and beverage company with a robust portfolio that includes 7 established brands such as Gay Lea Butter, Nordica Cottage Cheese, Ivanhoe Cheese, Salerno Cheese and Hewitt’s Dairy. Our wide range of products are sold in Retail, Foodservice, Industrial, Co-pack and Export markets, developed and produced out of our 13 manufacturing facilities in Ontario and Alberta.Delivering high quality and innovative products - from the consumer favourite Spreadables and North America’s first Smooth™ Cottage Cheese, to Nothing But Cheese™, an innovative snack made with 100% cheese, is what makes us market leaders in our categories. Our grassroots approach to business is what guides our direction and differentiates us from our competitors.Our employees inspire our culture of excellence and entrepreneurship. We hire innovative and passionate professionals who know that greatness is achieved through people, partnerships, and acting with a business owner mindset.For more about us visit: http://www.gaylea.comGay Lea Foods is an equal opportunity employer and values diversity in our workplace.Reasonable accommodation is available upon request throughout our recruitment and selection process.Thank you for your interest in Gay Lea Foods. Wishing you all the best with your career search! Job Type: Full-timeBenefits:

• Company events
• Dental care
• Employee assistance program
• Extended health care
• On-site parking
• Paid time off
• RRSP match
• Vision care
• Work from home

Schedule:

• Monday to Friday

Supplemental pay types:

• Bonus pay

COVID-19 considerations:Enhanced cleaning protocols are in place at all facilities. For safety, all employees and visitors will continue to be required to wear a company-provided mask in all manufacturing and distribution areas at Gay Lea Foods.Quick Apply

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