National Account Service Supervisor

Johnston Equipment - Mississauga, ON (30+ days ago)

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As the National Account Service Supervisor, you strive to provide the best service for your customers. You thrive working in a fast-paced dynamic team environment maintaining optimal customer response time and department standards where priorities are communicated and performance is meeting customer expectations. As a leader you monitor and evaluate communication with customers, look for opportunities to be a more effective and efficient team as you on-board customers with special handling requirements. You are a true motivator and hands on supervisor processing national account orders and taking escalations. As the supervisor you lead by example and coach, support and deliver a first rate customer experience.

Johnston Equipment is a dynamic team working together for a common goal: client satisfaction. At GNJ, every client and employee is valued and important.

We offer our employees:
A stable company who stands behind 65 years of business excellence
Competitive compensation
Work/Life balance
The chance to expand your professional and personal skills
Learning with a national leader in a most critical industry, material handling

The ideal candidate will have experience supervising in a customer care environment, has the ability to build effective teams by motivating others, experience establishing processes to fulfill customer agreements and experience with performance coaching. They have a strong sense of urgency to respond to customers in a timely manner, while their attention to detail will ensure customers are provided with accurate information.

Goals:
Champion the knowledge of the department and business by maintaining optimal expertise of National account processes, procedures, and departmental service levels
Develop and continuously improve processes for smooth customer on-boarding
Work closely with customer contacts to ensure that we are providing an effortless customer experience through consistent communication and recommending improvements to management based on their feedback
Promote task ownership, speed, accuracy, productivity, effectiveness, and high standards, through providing resources, tools, training and development, motivation and empowerment to employees that will increase departmental results and customer satisfaction

Key Work Activities:
Summarize customer agreements as reference documents for the team
Ensure the National Team posts and closes various work orders. (warranty, CFPM, prepaid scheduled maintenance, etc.) and that all portal requests are actioned in a timely manner by the National Accounts team
Ensure that customer portal accounts are up-to-date and correspond with other departments on any information that needs to be updated in the business system database
Requesting credits and re-bills of any invoices that were billed incorrectly
Correspond with the National Call Centre department in dispatching technicians for all national service requests
Request changes to customer equipment list
Monitor customer service levels on portals and KPIs to ensure that we are meeting customer expectations
Facilitate open end effective communication across departments and external customers to ensure that they are well-severed in a timely responsive manner to meet customer’s timelines and requirements
Obtaining purchase order numbers from customers that are required before work order is invoiced
Support technicians with national account processes, provide directions, address clarification and basic assistance as needed
Handle escalated calls, complaints and inquiries and disputes in a professional manner
Participate in the hiring of National Account Service Representatives
Delegate and balance workload among the team while supporting overall department needs
Organize and conduct monthly departmental meetings
Schedule monthly one-on-one meetings to review individuals' productivity and quality levels, attendance and punctuality targets, and behavioural expectations
Perform employee performance appraisals and implement personal improvement plans as needed
Manage employee vacation slots and ensure departmental coverage is sufficient
Train, and develop new employees, while cross training of National Account Representatives
Provide backup for other National Account Service Representatives' accounts
Here at Johnston, we believe that attitude is everything. Bring your “make a difference” personality and strong work ethic, and be ready to succeed!

You Can Make a Difference: As the National Account Service Supervisor, you set the tone within your department, upholding Johnston Equipment's high standards and leading by example. By ensuring the timely response to customers and empowering others through your leadership, you showcase a positive impact in which you aim to maximize your team's contribution to our business' performance that will lead to the satisfaction of customers, providing customers with an effortless customer experience.

Johnston Equipment is working together for continuous improvement, sustainable outcomes and outstanding customer care. Live the values. Reap the rewards.

Additional Qualifications

Education
High School, Other is required
Skills
Achieves Results
Accuracy and attention to detail
Meets Deadlines and Commitments
Organizational Skills
Takes Initiative
Time Management
Timely Decision Making
Perform well in a fast-paced environment
Ability to Multi-task
Ability to prioritize
Action Oriented
Develop Plans to Achieve results and Objectives
Collaborates with Others
Recognizes Importance of Teamwork
Works Effectively with Others
Collaborates with Others
Committed to customers
Maintains Productive Relationships
Committed to Customers
Customer Service
Anticipates Customer Needs
Balanced and Proactive Attitude
Creates Client Loyalty
Develops and Maintains Relationships
Respectful Engagement
Responsiveness
Sound Decision Making Based on Facts
Communicates Effectively
Courteous and Professional Manner
Provides Information in timely manner
Clear and Concise (oral and written communication)
Communicates with Confidence
Patience and Tact
Attentive and Active Listening
Demonstrates Functional Expertise
Analytical Skills
A minimum of 3 years related work experience
Microsoft Office 2010
Leads People and Teams
Creates Morale and Team Spirit
Hiring and Staffing
Motivates Others
Performance Coaching
Provides Feedback