Job Details
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.
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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.
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
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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
Other details
* Job Family Sales
* Pay Type Salary
* Travel Required Yes
* Travel % 20
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