Job Information
Bureau Vertias North America Customer Service Supervisor in Alberta
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 minds, Bureau Veritas Canada might be the place for you!
Here are our Core Values:
Trusted
Responsible
Ambitious & Humble
Open & Inclusive
If these values resonate with you, Bureau Veritas is looking for a:
Customer Service Supervisor
Location: Edmonton, Alberta
Job Overview and Responsibilities:
Organizes and directs staff, to maintain a good working environment and ensures continuous improvement in productivity and efficiency.
Primary responsibilities include the following (but are not limited to):
Lead and manage the systemic effectiveness of the CS team
Develop and monitor Key Performance Indicators (KPI’s) to measure individual and team effectiveness
Provide clear direction, coaching and support to the team to ensure efficient, effective and professional client interactions with internal/external customers
Provide support as point of escalation for stalled situational issues and/or issues beyond employees control or authority
Review, streamline and develop/update departmental processes and work instructions to ensure a high-level “customer experience”, consistency and maximize team efficiencies, while maintaining a focus on quality, innovation and continuous improvement
Participate in cross-functional meetings, as required, to help ensure customer expectations are met and/or concerns are resolved in a timely manner
Facilitate dialogue with other departments, Scientific Specialists, and the Leadership Team to monitor client experience feedback, discuss sector/client specific strategies, potential client on-boarding, systemic client concerns and targeted priorities
Monitor staffing needs, initiate hiring requests (as required), participate in interviewing process and provide hiring recommendations
Monitor, manage and report out on monthly performance to P&L budgetary targets and deviations
Work with accounting and invoicing staff to facilitate discussions on client accounts receivable concerns and assist with collection of monies owed
Maintain training records and relevant qualifications
Ensure that all proprietary software applications that facilitate productivity (LIMS, CRM, Freshdesk) are effectively and proficiently utilized
Ensure adherence to Bureau Veritas’ quality systems QA/QC, SOP's and external accreditation requirements
Ensure Bureau Veritas’ safety policies are communicated and adhered to by all staff
All other responsibilities as assigned
Is there a mutual fit? You ideally have:
Post-Secondary Diploma or Degree in related field.
3 - 5 years experience in applicable industry; minimum 2 years in a supervisory role
Knowledge in Sciences - preferably chemistry is considered an asset. Equivalent experience will be considered.
Ability to work independently
Excellent verbal and written communication skills;
Excellent interpersonal communication and computer skills;
Organized, detail-oriented and focused;
Ability to coach, mentor and motivate team members
Attentiveness to detail and ability to manage a diverse workload within a fast-paced environment with changing multiple priorities and frequent interruptions;
Effective time management, decision making, excellent listening, problem-solving, planning and organizing skills;
You possess an energetic and keen personality with a positive attitude who thrives in a fast-paced environment where multi-tasking, prioritizing and adapting to change is required;
You are ethical, dynamic, motivated and results oriented;
Strong computer literacy (Microsoft Word, Excel, Outlook etc.).
Benefits:
Health & Dental Coverage
Life Insurance
STD & LTD Coverage
Company RRSP match
Employee Assistant Program (EAP)
Professional Development
Schedule:
Monday to Friday
May require flexible workings hours including overtime and on call
Work Remotely:
- Flexible
Bureau Veritas Canada is an equal opportunity employer. We are committed to an inclusive, barrier-free recruitment and selection process and work environment. If you are contacted for a job opportunity, please advise Human Resources of any accommodations that are required. Any information received relating to accommodations will be treated as confidential.
Shaping a World of Trust