Supervisor, Customer Success

Supervisor, Customer Success

About the job

As a member of the Operations Team, you will provide excellent service to customers by addressing inquiries and accurately processing orders. Creates customer success through can-do attitude with a smile.

Responsibilities Include:

People Management

• Ensure staff have clarity of expectations through the delivery of objectives and understanding key deliverables
• Maintain schedule and established time standard compliance for all staff, i.e. by organizing and directly supervising staff, administering leave, monitoring, responding to staff headcount requirements, etc.
• Treat employees are fairly and equitably, have a sense of self-esteem, and are encouraged to develop to their full potential, i.e. by administering workplace policies and programs
• Support employee development, i.e. by evaluating performance, providing feedback, and supporting their growth
• Manage employee issues to enable employees to have a high degree of focus on their jobs, i.e. by resolving employee relations issues, performance problems, and disciplinary issues

Creating Customer Success

• Manage customer sales trends and actions and report out to sales and operations teams on customer success and opportunities
• Liaison between multiple internal departments to ensure customer needs are met, including order processing, customer set-up, customer feed-back and complaint processing
• Creatively solve problems presented by customers and follow the escalation process to obtain rapid support if issue cannot be resolved independently
• Accurately enter order information into the ERP System and interpret the ERP data to be able to correctly process an order
• Follow and document customer specific ordering processes: order acknowledgement, order processing and order completion
• Build relationships with customers to improve customer satisfaction

Enable Sales and Marketing Team Success

• Ensure marketing materials are made available to customers and sales team in a timely manner
• Engage customers on new promotions by rolling out promotional material through the existing communication channels
• Collect and feed-back customer comments and concerns to the marketing and sales teams
• Identify, reproduce, and document bugs for the I.T. team, to continuously improve the e-commerce platform

Inquiries

• Rapid response to internal or external inquiries via phone, e-mail and other electronic methods
• Utilize social media tools to monitor and communicate the product/business story
• Working effectively with Operations and Order fulfillment team to create simple, clear and timely communication related to customer orders, building trust for the company

Health and Safety

• Ensure compliance with relevant health and safety legislation, including the Workplace Safety and Insurance Act, the Occupational Health and Safety Act, etc.

Qualifications:

• Degree or Diploma in International Business, Customer Service, Marketing, Accounting or a related field of study
• 5 years of experience in customer service or customer facing role working in a medical, or consumer product related field
• 1-2 years of experience supervising a team
• Experience working in complex I.T. systems
• Experience solving significant customer problems
• Proficiency in writing and speaking French an asset
• Additional language ability considered an asset, e.g. Spanish, Dutch, Arabic etc.
• Excellent oral and written communication skills
• Excellent interpersonal skills
• Ability to work with little or no direct supervision
• Ability to learn new computer software quickly
• Ability to multi-task and drive continuous improvement.
• Intermediate experience in MS Office (Excel, Work, PowerPoint, Outlook)

At an applicant’s request, TMI will make accommodation to its recruitment process to meet the needs of applicants with disabilities.

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