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.
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
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)
