Customer Service Supervisor - Mississauga, Canada - Bureau Veritas

Bureau Veritas

Verified Company

Mississauga, Canada

1 week ago

Posted by:

Sophia Lee

beBee Recruiter

Description

Customer Service Supervisor - Environmental Customer Service
Date:May 28, 2024

Location:
Mississauga, Ontario, CA

Company:
Bureau Veritas

Do you believe in the power of teamwork and sharing ideas? Do you take pride in delivering exceptional quality and service with everything you do? Do you seek out ideas for improving the status quo? If you want to make a difference and love being surrounded by the best and the brightest, Bureau Veritas Laboratories might be the place for you

Imagine being surrounded by the brightest minds in the industry
Bureau Veritas is looking for a

Customer Service Supervisor - Environmental Customer Service
Join our talented team of experts in the scientific field to advance your technical knowledge and advance your career.

Every day we go above and beyond to deliver innovative solutions to help our clients make important decisions that directly impact the community and the environment.

As a Customer Service Supervisor, your main responsibilities are:

Provide support for situational activities of either: CET Leads, Project Managers and Project Support OR Change Order Support and Customer Support.
Lead and manage the systemic effectiveness of the Customer Experience Teams (CETs).
Develop and monitor Key Performance Indicators (KPI's) to measure individual and team effectiveness, including running monthly KPI stat reports for each CET group.
Monitor and evaluate functional performance of CET members, conduct regular coaching sessions, identify opportunities for improvement and develop action plans to ensure continuous growth and effectiveness of service skills and technical expertise
Provide clear direction, coaching and support to CET members to ensure efficient, effective and professional client interactions with internal/external customers
Provide support and guidance to CET Leads to ensure successful implementation of CET model
Complete daily checkin with applicable CET members
Provide support as point of escalation for stalled situational issues and/or issues beyond CET Lead's control or authority.
Review, streamline and develop/update departmental processes and work instructions to ensure a highlevel "customer experience", consistency and maximize team efficiencies, while maintaining a focus on quality, innovation and continuous improvement.
Participate in crossfunctional meetings, as required, to help ensure customer expectations are met and/or concerns are resolved in a timely manner
Facilitate dialogue with Sales and CET leads to monitor client experience feedback, discuss sales pipeline, potential client onboarding, systemic client concerns and targeted priorities.
Coordinate and facilitate weekly team meetings and CET lead meetings
Consult with CET lead to ensure adequate team coverage and opportunities for competency development and cross training
Monitor and ensure the CET's Compliant Pro readings and training requirements are up to date.
Monitor staffing needs, initiate hiring requests (as required), participate in interviewing process and provide hiring recommendations
Initiate LPRs for process improvement and complete test plans as assigned
Develop and implement training programs to support CET competency development, team bench strength and succession planning
Develop and implement onboarding program to support successful integration into CET team.
Approve timesheets and coordinate/approve team vacation requests
Approve internal and external subcontract invoices.
Complete formal CET performance reviews: quarterly and annually
Monitor, manage and report out on monthly performance to P&L budgetary targets and deviations
Monitor and manage daily summaries and reports as required including workload backlog summaries and shipping summaries.
Prepare weekly and monthly Management reports, as required.
Support Digital Solution team in Customer Portal support, Client set up, online prepayment system and CET usage and promotion to Bureau Veritas client base.
Participate in annual departmental budgeting process and provide recommendations
Ensure adherence to BV's quality systems QA/QC, SOP's and external accreditation requirements.
Ensure BV's safety policies are communicated and adhered to by all staff.
Responsible for ensuring "Good Housekeeping" standards are met or exceeded.
Other duties as assigned.

You are the ideal Customer Service Supervisor, if you have:

B. Sc. or equivalent with at least (5-7) years' experience in the environmental industry;
At least 3 years of Team Leader or Supervisory experience
Strong, demonstrated leadership skills and experience.
Ability to coach, mentor and motivate CET members
Ability to communicate effectively and work collaboratively with lab operations, business develop and the CET members.
Excellent oral and written communication skills in English (French is an asset);
Excellent computer skills;
Must have lims