Customer support role focusing on managing client inquiries and providing assistance for property management software. Engaging communication with customers through various channels.
About the role
- Customer Care Supervisor overseeing and optimizing customer experience processes for Medline Canada. Leading and coaching the Customer Care Team while ensuring inquiries are resolved promptly and efficiently.
Responsibilities
- Overseeing and optimizing processes that contribute to an exceptional customer experience
- Leading, coaching, and empowering the Customer Care Team
- Ensuring orders are processed efficiently and inquiries are resolved promptly
- Provide recognition, support, and coaching to team members, enhancing strengths and improving performance through regular connects and monthly one on ones
- Conduct onboarding for new hires and ongoing training for existing staff to improve product knowledge, customer service skills, and problem-solving abilities
- Manage and create team schedules, delegate tasks effectively, and handle performance issues promptly
- Supervise the daily operations of the Customer Care department, ensuring SLAs and performance metrics are met (e.g., quality, efficiency, and Net Promoter Score)
- Handle escalated customer complaints or issues that agents cannot resolve
- Implement best practices to maintain high standards of customer service, including call/email audits and communication monitoring
- Work closely with other departments such as Sales, Purchasing, Logistics, Warehousing, to facilitate heightened customer inquiries and escalations when necessary
- Identify workflow inefficiencies, propose/implement solutions, and align team processes with departmental strategies
- Conduct call and email audits, monitor communication channels, and implement best practices to maintain a high standard of customer service
- Collect, analyze, and act on customer feedback to improve service processes and overall satisfaction
- Analyze regular reports on team performance, customer satisfaction, and relevant KPIs for management review
- Maintain adherence to company policies and procedures, ensuring proper complaint management protocols
- Exercise discretion and sound judgment when handling sensitive employee or business information
Requirements
- College diploma (or equivalent)
- Minimum 3 years of progressive leadership experience in a Customer Service / Contact Center environment
- Previous experience in coaching, training, and motivating teams
- Bilingual in English & French an asset
- Proficient with Microsoft Office (Word, Excel, PowerPoint, SharePoint): Ability to create and manage complex spreadsheets, reports, or presentations
- Experience with SAP (or other ERP systems) is a strong asset
- Familiarity with CRM or ticketing platforms (e.g., Five9, Zendesk, or similar) for managing customer interactions and workflows
- Comfort with emerging technologies (AI-driven chatbots, automated ticketing, or knowledge management tools) to streamline customer support processes
- Ability to quickly adapt to and learn new digital tools as they are introduced
- Exceptional listening, problem-resolution and conflict management skills
- Strong organizational abilities, including scheduling and volume management
- Excellent written and verbal communication; ability to convey complex information clearly along with documentation as needed
- Ability to handle multiple projects, prioritize effectively, and work under pressure in a fast-paced environment
- Strong interpersonal skills; able to work both independently and collaboratively
- Willingness to work rotational shifts within the operational hours of 7:00 a.m. to 6:30 p.m. EST, including managing tasks during essential weekend and holiday periods
- Familiarity with department metrics (quality scores, response times, resolution rates) and the ability to analyze or act on those metrics
Benefits
- Collaborative work environment with highly engaged employees
- Market competitive compensation and benefits plan, including LTD & Insurance
- DPSP match program
- Annual Employee Appreciation Week
- Paid vacation and personal days
- Lifeworks® Employee Assistance Program (EAP)
- Resources supporting mental, physical, family and financial well-being
- Career growth and training programs
- Open communication with Senior Leaders
- Tailored incentives for eligible employee groups, such as home office reimbursement and Sylvan Learning Centre credit
- Employee referral program
- Education support programs
- Fitness subsidy
- Recognition programs
- Social activities
- And much more…
Job title
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