Customer Service Supervisor

Are you a highly motivated, dynamic, customer centric leader, fluent in English and French, with ability to multi task in a fast paced environment? We have a great Customer Service Supervisor opportunity available in our Montreal Customer Care Team and look forward to hearing from you. All Candidates must be legally authorised to work in Canada.

Our Culture …

We strive for Better Ways in everything we do; our culture is embodied by boldness, imagination, exemplarity and excellence. With those values at the core of our business, our workplace holds an upbeat and inspiring team who encourage you to thrive on the opportunity to innovate and adapt to the ever-changing world we live in.

SUMMARY DESCRIPTION

The Customer Service Supervisor is responsible for ensuring that customers receive excellent service, addressing their needs, and continually improving the customer experience.

KEY RESPONSIBILITIES

Team Leadership & Development: Train and supervise the Customer Service Team to meet customer expectations. Set clear operational goals and objectives for the team. Provide coaching and training to develop team skills and competencies.
Customer Experience Management: Visit customers when necessary to gather feedback for continuous improvements.
Service Level Management: Deploy CMA-CGM group standard processes and tools.
Resource Management: Manage staffing levels and allocate resources effectively to meet service level agreements. Participate in recruitment, hiring, and onboarding of customer service staff. Ensure staff is knowledgeable about group processes, SOPs, and tools. Develop and implement crisis management procedures for handling unexpected customer service challenges or disruptions.
Reporting: Regular reporting on performance to the agency Customer Service Manager. Produce on-demand performance reports as requested.
Performance Monitoring: Monitor and evaluate the performance of customer service representatives. Provide regular feedback and conduct performance reviews to ensure high standards of service.
Issue Resolution: Handle escalated customer complaints and issues, ensuring timely and effective resolution. Act as a point of contact for complex customer inquiries.
Training & Development: Identify training needs and organize training sessions for the customer service team. Ensure continuous development of team members' skills and knowledge.
Process Improvement: Identify opportunities for process improvements and implement changes to enhance efficiency and effectiveness. Collaborate with other departments to streamline processes and improve customer service delivery.
Compliance: Ensure compliance with company policies, industry regulations, and legal requirements. Implement and monitor adherence to customer service standards and procedures.
Other responsibilities as required

QUALIFICATIONS

Note: ALL Applicants must be legally authorized to work in Canada.
Education:
Bachelor's degree and industry related schooling an asset
Experience:
Minimum 3 years of experience in liner shipping with customer-facing activity.
Supervisory experience with mentoring a team
Other:
Strong leadership and team management skills.
Effective oral and written communication skills, with the ability to articulate various business scenarios with customers and middle management.
Bilingual, French and English
Excellent customer-facing skills with the ability to build and nurture relationships.
Demonstrates a professional demeanor, positive attitude, and ability to manage stress through challenging situations.
Proficient in MS Office
We are an equal opportunity employer!