Customer Service Supervisor

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Key Accountability/Responsibilities:   What specifically is this job expected to accomplish? 

• Lead and manage the systemic effectiveness of the CS team
• Develop and monitor Key Performance Indicators (KPI’s) to measure individual and team effectiveness
• Monitor and evaluate functional performance of the team, 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 the team to ensure efficient, effective and professional client interactions with internal/external customers
• Provide support and guidance to the team to ensure successful implementation of service to Bureau Veritas’ clients
• Complete daily check-in with each team member
• 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

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• Coordinate and facilitate weekly team meetings
• Consult with team to assess proper coverage and opportunities for competency development and cross training
• Monitor staffing needs, initiate hiring requests (as required), participate in interviewing process and provide hiring recommendations
• Develop and implement training programs to support competency development, team bench strength and succession planning
• Approve timesheets and coordinate/approve team vacation requests
• Complete formal performance reviews: biannually and annually
• Monitor, manage and report out on monthly performance to P&L budgetary targets and deviations
• Prepare weekly and monthly reports to Manager, as required

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• Participate in annual departmental budgeting process and provide recommendations

• Work with accounting and invoicing staff to facilitate discussions on client accounts receivable concerns and assist with collection of monies owed
• Remains current on the interpretation and application of environmental regulations
• Support and comply with all Bureau Veritas policies, Quality System and Health &  Safety program
• Participate, when requested in department and health and safety meetings
• Maintain training records and relevant qualifications
• Adhere to Bureau Veritas Code of Ethics Policy

• 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
• Responsible for ensuring "Good Housekeeping" standards are met or exceeded
• Provide information, instructions, and assistance to all employees in order to protect the health and safety of our employees
• Understand and enforce HSE Policy as well as the applicable Occupational Health and Safety legislation
• Ensure hazard assessments and critical task analysis are done within their areas of responsibilities
• Provide resources to ensure employees have proper, well-maintained equipment, plus any other special personal protective devices which may be required
• Conduct safety walks of their departments or facilities on monthly basis
• Conduct regular safety meetings with their department employees
• Monitor employees and hold them accountable for their individual safety performance
• Lead by example
• All other responsibilities as assigned

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Skills and Knowledge:  What skills and knowledge are used to carry out job responsibilities and solve problems?

• University degree or college diploma in Sciences, preferably chemistry or environmental related and/or equivalent experience;
• 3 - 5 years’ experience in the industry;
• 2 - 3 years of Team Leader or Supervisory experience;
• Strong, demonstrated leadership skills and experience;
• Ability to coach, mentor and motivate   
• Ability to communicate effectively and work collaboratively with lab operations, management, and Customer Service team members;
• Excellent verbal and written communication skills;
• Excellent interpersonal communication and computer skills;
• Organized, detail-oriented and focused;
• Superior multi-tasking skills and ability to work under pressure;
• Represents the Bureau Veritas values and is at all times professional;
• Act as role model to junior staff;
• Should be responsible, dedicated, and motivated;
• Strong, demonstrated leadership skills and experience
• Ability to coach, mentor and motivate team members
• Represents the Bureau Veritas values and is at all times professional
• Outstanding customer relationship management skills and commitment to providing exceptional customer service and quality results;
• 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.).