Customer Service Supervisor

Company OverviewStella-Jones is North America's leading producer of industrial pressure-treated wood products. Responding to the vital infrastructure needs of our economy, we manufacture and distribute railway ties, utility poles, residential lumber and industrial wood products across the continent. Stella-Jones is headquartered in Montreal, employs 3,000 people across Canada and the United States, and is publicly traded on the Toronto Stock Exchange. To learn more about the company, visit us at: https://www.stella-jones.com/en/inside-stella-jonesPosition OverviewThe Customer Service Supervisor at Stella-Jones plays a pivotal role in leading and managing a team of Customer Service Clerks, Account Specialists and Senior Account Specialists to deliver exceptional service experiences to our clients. You will be responsible for ensuring that team members are well-trained, motivated, and equipped to handle customer inquiries and issues effectively. This posting is for a supervisor-level career opportunity which will support the ongoing growth of our Utility Pole division. This position will require some travel and is located at our manufacturing plant in Brierfield, Alabama (Montevallo area). To learn more about our utility pole products you would be supporting (including a 1-minute video overview), visit our product page: https://www.stella-jones.com/en/products/utility-polesKey Responsibilities:Team Leadership:Supervise and lead a team of Customer Service Clerks, Account Specialists, and Senior Account Specialists ensuring they are well-trained, motivated, and capable of delivering exceptional service.Provide guidance and support to team members, fostering a positive and collaborative work environment. Performance Management:Set clear performance expectations for the customer service team and individual representatives.Monitor and assess team performance, providing regular feedback, coaching, and conducting performance evaluations. Issue Resolution:Handle escalated customer inquiries or complaints, ensuring timely and satisfactory resolution.Provide support and guidance to team members in handling complex or challenging customer issues. Process Improvement:Identify opportunities for process optimization and efficiency improvements within the customer service department.Implement best practices to enhance workflows, reduce response times, and improve overall service delivery. Communication:Facilitate communication within the customer service team and with other departments.Keep the team informed about changes in policies, procedures, or products, and relay important information from upper management. Customer Focus:Maintain a customer-centric focus, emphasizing the importance of providing excellent service and building positive customer relationships.Instill a customer-first mentality within the team. Collaboration:Collaborate with other departments, such as sales, and logistics, to address customer needs and improve overall customer satisfaction.Work closely with peers and superiors to ensure consistency in service delivery. Qualifications:Five (5) or more years of overall Customer Service experience requiredSupervisory, mentoring, or training experience within the customer service arena highly preferredIndustry experience in wood products, industrial products, utilities, or another B2B industry highly preferredHigh school diploma or GED required; Bachelor’s degree preferredIntermediate Excel skills required, including creating formulas, pivot tables, and V-lookupsSAP experience highly preferredExcellent leadership/organizational skills, proactive attitude, and exceptional attention to detail