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Customer Success Supervisor - Jobs in Saint-Hubert

Techo Bloc
Job LocationSaint-Hubert
EducationNot Mentioned
SalaryNot Mentioned
IndustryNot Mentioned
Functional AreaNot Mentioned
Job TypePermanent

Job Description

Job DescriptionReporting to the Senior Manager, Customer Success, you will play an integral role in the development of our department strategy and in developing our team’s talent. This role includes managing a team of 4 Customer Success Advisors and 7 Field Service Crew (field technicians) members. The advisors are responsible for handling and managing warranty claims from creation to resolution. The field service crew members are responsible to execute solutions provided by the sales team for warranty issues.Key Responsibilities:

  • Responsible for recruiting, selecting and developing employees;
  • Coaches, supports, and drafts performance improvement plans when required;
  • Accomplishes staff results by communicating job expectations, planning, monitoring, and appraising job results;
  • Coordinates and enforces systems, policies, procedures, and productivity standards;
  • In collaboration with the Senior Manager, participates in defining department / team’s objectives;
  • Performance management through KPIs defined for the department;
  • Regularly reviews customer interactions and coaches in consequence;
  • Sets and maintains regular team meetings;
  • Participates in the planning and execution of policies and procedures;
  • Plans the Field Service Crew Members schedule two weeks in advance and ensures that they are equipped to execute their work orders (ordering equipment, tools and cleaning products);
  • Assists in the warranty resolution process (warranty case processing, creating work orders and responding to online tickets) up to 25% of the time.
A Day in the LifeYour day starts with a quick chat with your customer success coordinators (with some coffee of course) to see how you can support and align them on their current priorities. The field service crew members will be on the road, hard at work, executing on the merchandising and warranty resolution requests that you have scheduled for them. Throughout the day, you are responding to emails, processing cases and scheduling workorders that are urgent (helping the team stay up to date). You remain available for your crew if they run into any issues while on the job to help Techo-Bloc uphold our exemplary customer service standards. Your day ends with a period of reflection and strategizing (where we were, where we are and where we want to be as a team).

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