B2b Customer Service Operations Supervisor - Toronto, Canada - Teknion Limited

Teknion Limited

Verified Company

Toronto, Canada

3 weeks ago

Posted by:

Sophia Lee

beBee Recruiter

Description

Who are we?
Teknion creates furniture that connects people, technology and spaces.

We hold to a simple yet powerful principle:
design does matter. We are a different kind of company-one with an entrepreneurial spirit defined by passion, curiosity and bold, creative thinking.

A privately held company with a youthful entrepreneurial spirit, we recognize the vast skills, knowledge, perspectives and cultural contributions that diversity brings to Teknion.

Because different perspectives and experiences trigger creativity and innovation, diversity is integral to our success. Our employees are the heart and soul of our business. To support their development is to enhance our biggest asset.

What will you be doing?

This position is responsible for managing and providing direction to the Customer Service, Teknion Store, and Hotline teams, where the daily interactions are focused on internal and dealer interfaces (including, but is not limited to, End Users, and members of the Design Community).

They will partner with the Canadian Sales teams to form a strong working alliance with our dealer distribution channels.

In addition, the incumbent is responsible for assisting in the development and implementation of policies, standards, and operational procedures, while identifying process improvement opportunities.

Additional responsibilities include providing direction to ensure that all dealers and customers receive superior service throughout the entire order management process.

The incumbent must have effective communication and problem-solving skills as the primary focus of the role is to resolve customer issues, manage escalations, and identify and resolve root causes.

_ Key Responsibilities:
_

Manage team member objectives, career goals, and any related human resource questions or concerns.
Manage staffing requirements and performance management through daily coaching and one on one performance reviews, including providing input and recommendations on staff salary adjustments.
Assist the team members in their daily internal order management activities while building strong relationships with other departments or facilities within Teknion to ensure proper management of orders throughout the order life cycle (Marketing, Sales, Finance, IT, Plants, Shipping, etc.).
Ensure all initiatives are completed in a timely manner, creating a workplace that is conducive to positive performance and superior customer service.
Oversee the problemsolving activities of the functional teams, ensuring that service levels and team goals and objectives are met.
Facilitate and promote efficient communications with internal and external customers.
Ensure that all customer requests have a clear and timely response and exceed our dealers/Teknion expectations.
Ensure that the team responds effectively to all customer requests (internal/external), and that the appropriate workflow/processes are followed.
Initiate and perform internal and external training programmes and maintain the required training documentation/records.
Administer team members attendance and vacation programs.
Drive root cause analysis activities for all customer critical issues in conjunction with management and the appropriate internal departments.
Coordinate all reporting, KPI dashboards updates and operational data requirements for trending and root cause analysis.
Provide direction, manage, monitor, and evaluate the Customer Service and Teknion Store operations while working with management to ensure performance goals are achieved/exceeded.
Participate in multidisciplinary teams to process map and develop technical requirements for proposed solutions.
Proactively review all internal business systems and procedures to identify opportunities for improvement.
Responsible for the escalation of customer issues to management and ensuring that all issues are clearly identified and brought to the attention of the appropriate management members in a timely manner.
Resolve complaints and inquiries with the goal of providing superior quality service to internal and external customers.
Develop strong relationships with core dealers to support constructive conversations.
Partner with Dealer Distribution and Sales management to identify dealer issues and training needs.
Establish working relationships with sales to understand future business and management of outstanding issues.

What skills, experience and education are we looking for?

University Degree or 57 years of related experience and/or training; or equivalent combination of education and experience.
Customer Service management experience overseeing multidisciplined teams.
Basic knowledge of processes with a focus on eliminating waste in a collaborative environment.
Excellent computer skills (PowerPoint, Excel, Word) and knowledge of data processing and materials requirement planning desirable.
Strong written and verbal communication skills.
Excellent t