Customer Service Supervisor

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