Customer Service Supervisor

Stella-Jones is North America's leading producer of industrial pressure-treated wood products. Responding to the vital infrastructure needs of our economy, we manufacture and distribute railway ties, utility poles, residential lumber and industrial wood products across the continent.

Stella-Jones recruits team members who embody our core values and desire an environment where growth is inspired, dedication is recognized, and achievement is rewarded. Our ever-expanding footprint provides a great prospect for career advancement as we seek to develop our emerging leaders.

Position Overview

The Customer Service Supervisor at Stella-Jones plays a pivotal role in leading and managing a team of Customer Service Clerks, Account Specialists and Senior Account Specialists to deliver exceptional service experiences to our clients. You will be responsible for ensuring that team members are well-trained, motivated, and equipped to handle customer inquiries and issues effectively.

This posting is for multiple supervisor-level opportunities across the United States created due to growth of our Utility Pole division. These are hybrid positions (in-office with some remote work) located near our various Utility Pole manufacturing plants and other related facilities across the US.

Key Responsibilities:

Team Leadership:

• Supervise and lead a team of Customer Service Clerks, Account Specialists, and Senior Account Specialists ensuring they are well-trained, motivated, and capable of delivering exceptional service.

• Provide guidance and support to team members, fostering a positive and collaborative work environment.

Performance Management:

• Set clear performance expectations for the customer service team and individual representatives.

• Monitor and assess team performance, providing regular feedback, coaching, and conducting performance evaluations.

Issue Resolution:

• Handle escalated customer inquiries or complaints, ensuring timely and satisfactory resolution.

• Provide support and guidance to team members in handling complex or challenging customer issues.

Process Improvement:

• Identify opportunities for process optimization and efficiency improvements within the customer service department.

• Implement best practices to enhance workflows, reduce response times, and improve overall service delivery.

Communication:

• Facilitate communication within the customer service team and with other departments.

• Keep the team informed about changes in policies, procedures, or products, and relay important information from upper management.

Customer Focus:

• Maintain a customer-centric focus, emphasizing the importance of providing excellent service and building positive customer relationships.

• Instill a customer-first mentality within the team.

Collaboration:

• Collaborate with other departments, such as sales, and logistics, to address customer needs and improve overall customer satisfaction.

• Work closely with peers and superiors to ensure consistency in service delivery.

Qualifications

• Five (5) or more years of overall customer service experience required

• Supervisory, mentoring, or training experience within customer service preferred

• Industry experience in wood products, industrial products, utilities, or another B2B industry required

• High school diploma or GED required; Bachelor's degree preferred

• Intermediate Excel skills required, including creating formulas, pivot tables, and V-lookups.

• SAP experience highly preferred

• Excellent leadership/organizational skills, proactive attitude, and exceptional attention to detail

Employee Benefits:

As a Stella-Jones employee, you will have access to excellent benefits and incentives including:

• The security of working for a company designated as an essential workplace

• Comprehensive total benefits package with 3 medical plans to choose from

• Several company-paid benefits including:

• Dental and Vision coverage

• Life insurance and Accidental Death & Dismemberment (AD&D) policies

• Long-Term Disability Coverage

• Access to a robust employee assistance program

• Competitive compensation

• Annual bonus program opportunity

• 401(k) savings plan with generous Company match (150% on the first 4% deferred)

• 2 weeks paid vacation and 9 holidays

• Career advancement opportunities

• Ability to purchase Company stock

Equal Opportunity Employer/Veterans/Disabled

Other details

• Job Family Sales

• Pay Type Salary

• Travel Required Yes

• Travel % 20

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