Customer Service Supervisor

Job Brief

This role coordinates and supervises all customer service activities to achieve customer satisfaction consistent with good business practices. Oversee administrative and clerical activities and assist with the resolution of branch-related service issues.

Graybar Canada currently has an exciting career opportunity available out of our Sydney, NS branch.

Customer Service Supervisor

Graybar Canada offers a competitive compensation and benefits package including:

• No Evening or Weekend Shifts
• TELUS Health Virtual Care
• Cost shared Health and Dental Benefits
• Life & AD&D Insurance
• Employee Profit Sharing Program
• Long Term Disability Benefits
• Group RRSP Matching
• Corporate Fitness Membership Program
• Employee Share Purchase Program
• Computer Purchase Plan
• Tuition Reimbursement Program
• Service Awards Program

Position Summary:

Manage, coordinate, support, and implement tasks associated with all assigned projects. Plan and execute activities to ensure contract deliverables and other work are produced timely and in accordance with established protocols and procedures. Coordinate and supervise all customer service activities to achieve total customer satisfaction consistent with good business practices.

Major Responsibilities:

• See that every customer experience meets the quality standards as defined by that customer.
• Request approval drawings and other related documents from suppliers and consolidate into a single professional submittal to the customer.
• Release materials from suppliers as per the customer requests and approved submittals.
• Co-ordinate shipments from multiple suppliers in accordance to customers’ requirements.
• Co-ordinate shipments of stocked materials to complement the delivery of direct shipments from suppliers.
• Coordinate the prompt handling of all customer service requests, including, but not limited to, order entry, pricing, expediting, billing, order maintenance, credit, and claims.
• Supervise all front-line customer service functions, including counter sales representatives, warehouse support persons, and administrative support staff to maintain established service standards. Perform ongoing department inspections to verify timeliness and accuracy of service.
• Set branch schedules and procedures to meet local service requirements.
• Coordinate with counter sales reps to address and resolve customer service concerns and claims.
• Other duties as needed.

Preferred Skills & Experience:

• Minimum of five years relevant experience. Or an acceptable combination of an undergraduate degree in business administration or equivalent with experience.
• Ability to handle a variety of customer service situations and mediate customer disputes.
• Broad knowledge of Company’s products, services, and operations.
• Understanding and commitment to Company quality goals and standards.
• Excellent communication, time management, and leadership skills required.
• Ability to prioritize work and be flexible.
• Consistently able to meet deadlines competently and timely.
• Electrical distribution industry experiences an asset.
• S.X. Enterprise knowledge and proven proficiency with Microsoft Office products including Outlook, Excel, Word and PowerPoint.
• The ability to delegate, set expectations and monitor progress of all direct reports.
• Motivate, inspire, provide and accept feedback to and from employees.
• The prioritization skills necessary to use time effectively and set action plans to achieve business targets.

If you are highly motivated and have a passion for customer service, and are looking for a fun, rewarding career, we would be pleased to talk to you about joining Graybar Canada.

Graybar Canada is an equal opportunity employer that encourages interested candidates to apply.