Trouw Nutrition Hiring for Customer Service Supervisor at Moncton, NB Full Time

POSITION SUMMARY:
Reporting to the Customer Service manager, the Customer Service Supervisor is responsible for the day-to-day activities, focusing on all aspects of customer satisfaction as well as the supervision of our three Customer Service representatives. This person will work closely with species and dealer sales managers, logistics and manufacturing. The goal is to run the department in an efficient and profitable manner, to increase customer satisfaction, loyalty and retention. The Customer Service Manager will be expected to conduct all matters in a consistent manner with the company’s corporate values.

RESPONSIBILITIES:
Customer Service

Deliver excellent customer experience, create engaged customers and facilitate organic growth;

Work in parallel with the species and dealer sales managers and representatives to meet customer expectations;

Manage the team to provide the highest standards of service and ensuring that all company policies are followed;

Take ownership of end-to-end customer order processes and follow problems through to solutions; maintain the customers complaint data base together with Quality Assurance;

Maintain an orderly workflow according to priorities, and ensure customer satisfaction in compliance with the service level agreement between Trouw Nutrition Canada and our Customers;

Optimize customer order planning/scheduling taking into account customer requirements, production capacity and product availability;

Keep accurate (process) records and document customer service actions and interactions (ERP, CRM);

Participate in sales meetings, analyzing and reporting on customer service metrics and leading customer service issue resolutions;

Monitor, analyze KPI (key performance indicators) and metrics to optimize people performance and maximize customer satisfaction;

Lead Sales Forecasting process in collaboration with demand planner, with input from Sales Management.

Management & People

Recruit, mentor and develop customer service representatives and promote a culture where people can excel through encouragement, responsibility and empowerment;

Create a culture and processes around achieving business goals and objectives, including customer satisfaction;

Set annual goals to each team members, coach and make annual personal performance yearend review. Onboard new employees and train them.

Continuous Improvement

Maintain and continuously improve customer service systems (ERP), processes, policies and standards;

Manage implementation and change of new ways of working, systems and processes;

Collaborate with Customer Service Managers across Canada to improve systems and processes, and implement standardized best practices;

Keep ahead of industry’s developments and apply best practices to areas of improvement.

PREFERRED HIRING CRITERIA:
3-5 + years’ experience in Customer Service with 5+ years’ of it in supervisory level; (Multi-Sites Management an asset);

Experience in the agricultural industry or sales environment considered an asset;

Proven expertise in customer service, process management & improvement, strategic planning, implementation and change management;

Ambitious and flexible approach, ability to manage multiple priorities and key deliverables;

Demonstrated ability to effectively supervise and provide ongoing support to a team of employees through training, coaching and mentoring;

Able to work well under pressure and respond quickly in a dynamic and changing environment while maintaining customer focus;

Innovative and analytical with the confidence to challenge the status quo and experience with streamlining processes to improve efficiency;

Excellent written and verbal communication skills with people at all levels, both internal and external;

Bilingual is an asset;

Strong computer skills (MS Office Suite, ERP Systems, SharePoint experience an asset).

#LI-JL1