Active Warehousing is looking for a Customer Service Supervisor! This position is responsible for supervising the performance of all Customer Service Representatives at Active Warehousing, ensuring transactions are productively completed in a timely and accurate manner, all revenue streams are captured, systems and support are continuously improved, and clients are highly satisfied with CS performances. This position also provides coverage for the Senior Operations and Client Manager in their absence.

Key Responsibilities:

• Ensure daily workloads are effectively distributed to CSRs and that work assignment adjustments are made for peak periods, vacations and other absences. Actively monitor CS workload throughout the day, inspect transaction completions and drive productivity by ensuring that all CSRs are efficiently.
• Performing day-to-day business activities to a target of 100% client order accuracy goal using approved SOPs; monitor CSR work capacities, distribute and redistribute tasks to achieve CSR optimization, and take steps to improve individual CSR and team productivity.
• Review how CSRs manage their work, desk, inbox and filing systems; consult with other CSS roles and ensure that standardized Best Practices are adopted by all CSRs across the group; monitor and verify that all paperwork, documentation, filing and transactional/financial reporting is completed accurately and ahead of deadlines as per the Timeline SOP.
• Support the Senior Operation and Client Manager in all CS staff scheduling, training, conflict resolution, coordinating with Senior Operation and Client Manager; monitor CS attendance and approve OT.
• Provide supervisory reporting of RAIDEs or other incidents; ensure prompt reporting and discuss recommendations for Corrective Action, Progressive Discipline and Preventative Action with Senior Operations and Client Manager and implement such actions.
• Participate in and direct/coordinate inventory location maintenance and inventory cycle counts schedules and wall-to-wall Physical Counts, obtain Senior Operations and Client Manager approval to adjust client inventory as necessary. Investigate all inventory variances for corrective action and communicate to Senior Operation and Client Manager.
• Monitor, track and report to Senior Operation and Client Manager all missing or damaged product, client claims or charge-backs, disputed invoices, customer service errors, reported variances, and any other client significant issues of concern.
• Other duties and responsibilities may be assigned .

Qualifications:

• Proficiency in the Microsoft Office suite of tools (Word, Excel) and other databases and spreadsheet applications
• High levels of accuracy with regards to typing, data entry and transfer, and order entry
• Focused attention when working with file management to keep accurate, up-to-date, and organized files
• Experience in management or leadership role

Nice to have:

• Experience in Logistics, and/or 3PL environment

Job Type: Full-time

Benefits:

• Company events
• Dental care
• Disability insurance
• Extended health care
• On-site parking
• Vision care

Schedule:

• Monday to Friday

Experience:

• Supervising: 2 years (required)
• Office Administration: 2 years (required)
• Logistics: 1 year (preferred)

Work Location: In perso

• Ensure daily workloads are effectively distributed to CSRs and that work assignment adjustments are made for peak periods, vacations and other absences. Actively monitor CS workload throughout the day, inspect transaction completions and drive productivity by ensuring that all CSRs are efficiently.
• Performing day-to-day business activities to a target of 100% client order accuracy goal using approved SOPs; monitor CSR work capacities, distribute and redistribute tasks to achieve CSR optimization, and take steps to improve individual CSR and team productivity.
• Review how CSRs manage their work, desk, inbox and filing systems; consult with other CSS roles and ensure that standardized Best Practices are adopted by all CSRs across the group; monitor and verify that all paperwork, documentation, filing and transactional/financial reporting is completed accurately and ahead of deadlines as per the Timeline SOP.
• Support the Senior Operation and Client Manager in all CS staff scheduling, training, conflict resolution, coordinating with Senior Operation and Client Manager; monitor CS attendance and approve OT.
• Provide supervisory reporting of RAIDEs or other incidents; ensure prompt reporting and discuss recommendations for Corrective Action, Progressive Discipline and Preventative Action with Senior Operations and Client Manager and implement such actions.
• Participate in and direct/coordinate inventory location maintenance and inventory cycle counts schedules and wall-to-wall Physical Counts, obtain Senior Operations and Client Manager approval to adjust client inventory as necessary. Investigate all inventory variances for corrective action and communicate to Senior Operation and Client Manager.
• Monitor, track and report to Senior Operation and Client Manager all missing or damaged product, client claims or charge-backs, disputed invoices, customer service errors, reported variances, and any other client significant issues of concern.
• Other duties and responsibilities may be assigned .