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

#STELLAUSCORP3
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

AD&D insurance, Disability insurance, Health insurance, 401(k), Paid time off, Employee assistance program, Vision insurance, 401(k) matching, Opportunities for advancement, Life insurance