Customer Service Supervisor

Scope of Position:

We are seeking a passionate and experienced Customer Care Supervisor to join our team. In this role, you will work closely with the department manager to ensure exceptional customer satisfaction by leading, coaching, and supporting a dedicated team of Customer Care Administrators. You will continue to manage key customer accounts, while ensuring all quality performance standards and indicators are consistently met. If you are a motivated leader who thrives on inspiring others, driving performance, and building trusted relationships, this is your opportunity to lead with purpose and make a lasting impact.

What you'll do on a typical day:

Leadership:

• Lead, coach, and mentor your team, cultivating a culture of high performance, collaboration, and continuous improvement.
• Oversee daily workflow, assign tasks, and ensure adequate resourcing and team coverage.
• Provide clear guidance, ongoing feedback, and training.
• Train new and existing team members on programs, processes, and procedures as needed.
• Ensure timely and accurate completion of team duties, including invoicing, updating order information, and closing jobs.

Operational Oversight:

• Serve as the first point of escalation for complex or high-priority customer issues, resolving them promptly and efficiently, while maintaining a positive customer experience.
• Process charges for lost or damaged materials and services.
• Ensure all closed job files are complete and filed in the file bank.
• Support the development, tracking, and reporting of key metrics and performance indicators for order processing.
• Review inventory regularly and monitor the handling and return of customer-owned materials.

Additional Responsibilities:

• Maintain client and sales relationships by managing key accounts directly.
• Deliver prompt, accurate, and high-quality customer service.
• Engage directly with customers to clarify order requirements, resolve issues, and ensure product delivery.
• Manage internal and external customer expectations by providing timely updates and information.
• Other related duties as assigned.

What you'll need to be successful:

• Post-secondary degree or diploma in a related field, or equivalent experience.
• Minimum 3 years’ of experience in a customer service or order fulfillment role with experience leading a team.
• Proven ability to inspire and develop teams by setting clear expectations and fostering a culture of accountability and service excellence.
• Demonstrates a commitment to understanding customer needs and delivering solutions that build trust and long-term relationships.
• Anticipates challenges, applies sound judgment, and delivers timely solutions that meet both customer and business needs.
• Proficiency in Microsoft Office: Word, Excel, PowerPoint.
• Customer-service oriented with strong influencing abilities.
• Demonstrated leadership and team development skills.
• Excellent conflict resolution and problem-solving capabilities.
• Strong organizational and time-management skills.
• High attention to detail and accuracy.
• Exceptional verbal and written communication skills.
• Ability to prioritize multiple tasks effectively in a fast-paced environment.

What your benefits will be:

• Health (including paramedical), Vision & Dental
• Life Insurance
• Short-Term & Long-Term Disability
• Company Matching RRSP
• Tuition Reimbursement
• Company Bonus

We thank all applicants for their interest in the position; however, only those selected for an interview will be contacted.

Accommodation for candidates with disabilities is available throughout the recruitment process upon request.

PERI is an Equal Opportunity Employer.