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Customer Service Supervisor

Edmonton, AB · Customer Service

Customer Service Supervisor

Edmonton, AB

Distribution/ Supply Chain

Competitive Salary, Benefits & Excellent Work Culture


Our client is a well respected and long-standing Edmonton owned distributor & manufacturer to the industrial market.  This role will assist in creating a high performing Customer Service Experience Team, while implementing change management and creating processes within the Customer Service department. The ideal candidate loves a fast paced environment where they can be the go to team problem solver.  If your dedicated to creating a positive customer experience and obsessed with being organized then we want to hear from you.


The Role:

  • Lead and develop ERP processes and standard operating procedures development for the CSE department
  • Provide professional and exceptional customer service for new and/or existing customers with inbound inquiries via phone or email (ie: quotes, order entry, and service requests)
  • Probes with exceptional interpersonal skills to uncover customer needs, identifying solutions to meet need, following up on open issues, and seeking ways to add value while creating a remarkable experience for both internal / external customers
  • Inclusive of handling emails and calls daily, Internal functions including but not limited to, return process, back order process, sample requests and customer concerns will also be done on a daily basis to ensure support for all new and/or existing customers
  • Provides direction and guidance to other CSE team members via peer coaching
  • Recognizes and recommends areas needing improving
  • Accurately performs fundamental work assignments to deliver a superior customer experience by listening to their needs and providing timely solutions (EDI, Order entry, order follow up, shipment tracking, update orders, account corrections, credits, returns etc)
  • Take accountability and own the customer issue, eliminating call transfers and hand offs to other departments
  • Proactively looks for opportunities to drive sales growth by engaging in actions that identify leads for further selling opportunities
  • Demonstrates advanced ERP and system knowledge and effectively navigates systems in order to provide accurate and timely customer solution
  • Combines service, sales and system skills with product knowledge, along with efficiently positioning applicable exploratory questions, to uncover customer needs and navigates to relevant solutions
  • Respond to customer calls and inquiries, including those related to pricing, products and billing, received through the phone or by email
  • Issue orders and update customer profiles in different tools as required
  • Maintain communication with customers

The Ideal Candidate:

  • Post Secondary diploma or higher
  • Bilingualism French or Spanish is an asset
  • 3+ years of experience in a related field preferred
  • 3+ years of demonstrated success in customer service  environment
  • Reliable self- starter/ motivator that demonstrates strong work ethic
  • Strong communication and problem-solving skills
  • Technical proficiency with experience in relevant computer applications and Microsoft Office Suite
  • ERP, Microsoft Dynamics, Sage 300, CRM software is an asset
  • Produces win-win scenarios for the customer and business
  • Takes personal responsibility for the team’s success, with effectively communicating and collaborating cross functionally in an open and honest manner

Thank you for your interest in this job posting.
We look forward to hearing from you.

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