Customer Service/Inside Sales Supervisor (Cycling Industry)

Live to Play Sports Group Inc - Port Coquitlam, BC (30+ days ago)

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The Customer Service Supervisor is responsible for the Customer Service/Inside Sales and Warranty regional team. The team administers the day-to-day details related to supporting the dealer base and Outside Sales Reps and providing industry renowned customer service. They develop strategies to motivate and assist the inside sales team in driving sales with a focus on surpassing quarterly sales targets. This role reports to the Regional Sales Manager and works in conjunction with the Outside Sales team to achieve goals for the assigned geography.

Role and Responsibilities

  • Lead the Customer Service, Inside Sales and Warranty team, supervising the department’s day-to-day functions
  • Responsible for the planning and execution of customer service strategies
  • Establish team goals and ensure they are being achieved
  • Develop programs to drive sales with focus on surpassing quarterly sales targets
  • Report on KPI, metrics, accounts and provide analytics
  • Ensure that all staff are properly trained and following company customer service policies
  • Maintain knowledge level of team regarding product and technical capability
  • Facilitate communication between sales, warranty, credit, merchandising and warehouse departments
  • Ensure delivery of services within established time frames
  • Provide necessary information to the sales representatives to ensure that all dealer concerns (orders, product inquiries, shipping concerns etc) are resolved in a timely fashion
  • Monitor workloads and turnaround times in Customer Service, Inside Sales, Warranty and Repair
  • Maintain systems to ensure demands are met for maximum productivity
  • Assist with customers (phone, email, chat) as required
  • Coordinate set up and events such as product launches, shows, sales or meetings

Qualifications

  • 3+ years of experience in leading a customer service team
  • Post Secondary education  
  • Familiarity with LTP products or cycling product knowledge an asset
  • Strong working knowledge of Excel and the MS Office Suite (Word, Power Point)
  • Experience with eCommerce
  • Detail-oriented, an analytical problem-solver
  • Flexible, resilient, and adaptable to changes
  • Strong organizational and problem-solving skills, flexibility  
  • Knowledge of CRM systems
  • Ability to speak and write in French is an asset but not required

Live to Play Sports Group Inc is an equal opportunity employer and values diversity. Accommodations are available on request for candidates taking part in all aspects of the selection process. Employment is decided on the basis of qualifications, merit and business need.

Job Types: Full-time, Permanent

Benefits:

  • Casual Dress
  • Dental Care
  • Disability Insurance
  • Extended Health Care
  • Life Insurance
  • Paid Time Off
  • RRSP Match
  • Tuition Reimbursement
  • Vision Care

COVID-19 considerations:
We are still fully operational and are hiring at this time. We are following updates and procedures from the government, public health and the WHO. Our response and plans may adjust according to the recommendations from these organizations.