Customer Service Supervisor (order fulfillment) - Jobs in Saint-Bruno-de-Montarville, QC

Job Description

The Challenge!In a customer service oriented culture and in a context of innovation and expansion, the Customer Service Supervisor plays a key role in achieving customer service business objectives and managing an effective and efficient team of Customer Service Representatives. In addition, he/she will contribute to the improvement of our business processes to optimize the performance of the strategic unit.In this position, our new Customer Service Supervisor will be an integral part of the management team and will act as a strategic business partner. By ensuring a link and cohesion between the different stakeholders.Why choose CascadesEmployee benefits program;Work-life balance (telecommuting, flexible work hours);Employee Assistance Program (EAP);Training center;Long-term career management plan;Work environment focused on sharing knowledge and valuing individual and team successes.Your ResponsibilitiesReporting to the Director of Order Management and working closely with the Planning and Distribution team, the Customer Service Supervisor plays a key role in achieving business objectives related to customer service, as well as planning, organizing, leading and controlling an effective and efficient CSR team.Ensure that Customer Service Representatives handling of customer orders is consistent with best practices and reflects predetermined service levels and/or business objectives.Ensure the onboarding of new customers and the smoothness of associated processes.Act as a facilitator in exchanges between the various stakeholders (customers, sales, planning, production and shipping).Solidify relationships with the customers of his business unit.Ensure that his team ensures the availability of products.Ensure that the documentation required for the activities of his team is valid and complete.Prevent any problematic situation by acting in a timely manner and escalating issues if necessary.Manage complaints and propose corrective actions; Identify and resolve potential problems.Respect and apply the process and business rules surrounding customer service.Implement and monitor performance indicators for his/her team.Encourage the emergence of ideas for improvement and innovation within the team.Ensure the implementation of improvements to the current processes of his department.Act as a super user in the standard processes and technology platforms used by the Customer Service Representative team.Will have a portfolio of customers to manage.Ensure S&OP procedures are understood and followed.Your background and strengthsMinimum of 5 years experience as a customer service supervisor in a manufacturing environment.DEC in Administration, Bachelors degree in Operations Management or other relevant field.Excellent knowledge of the manufacturing industry and order fulfillment processes.Excellent knowledge of Word, Excel, SAP, or any other ERP system.Bilingualism essential (oral and written).Manage and develop a team of representatives.Quickly and easily develop a thorough understanding of Cascades operating environment, customers and value proposition.Conscientiously manage and maintain the customer relationship for the benefit of all parties involved.Problem solving skills.Ability to manage projects.Mastery of continuous improvement processes.Ability to plan, organize and prioritize activities to achieve organizational goals.Customer oriented with excellent communication skills.Ability to prioritize daily tasks and work in a fast-paced environment.Demonstrate the ability to work under tight deadlines.Excellent ability to anticipate and adapt to change.Strong interpersonal skills and ability to apply them to daily operations.Additional InformationGeographic mobility required for frequent travel (20-40% of the time) within our various locations, including plants in the US.#revealyourpotential #LifeAtCascadesCascades believes in the success of an inclusive organization that values diversity within its team. All qualified candidates will be considered for this position in a fair manner. Use of the masculine in our communications refers equally to both women and men.About CascadesTo be part of Cascades is to reveal the full potential of materials, people and ideas. We are source of possibilities.Since 1964, we have been providing sustainable, innovative and value-creating solutions in packaging, hygiene and recovery.Join 12,000 women and men working in a network of more than 90 operating units located in North America and Europe.Job Segment: Logistics, Telecom, Telecommunications, Fulfillment, Customer Service, Operations, TechnologyQuick Apply

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