INDUSTRIAL CUSTOMER SERVICE SUPERVISOR - EspriGas : Job Details

Purpose of the Position: At EspriGas, we pride ourselves on making the complex simple. We are excited about our ability to provide an unsurpassed service experience to our customers by simplifying and meeting their needs for beverage, industrial, and medical gases. We seek a savvy, self-driven relationship builder to join our team as our newest Industrial Customer Service Supervisor.Responsibilities: Day-to-Day Operations

• Manage the day-to-day operations of the Industrial customer service team.
• Handle escalated customer concerns, drive solutions with local supplier branches, and coordinate lasting resolutions.
• Collaborate with other functions (e.g., Sales, Supply Chain, Data Entry) and serve as the go-to Industrial resource for any customer service-related questions
• Create & review reporting to identify service opportunities with customer location's

Performance & Quality Assessment

• Conduct regular reviews of performance with direct reports according to key customer service KPIs
• Conduct regular quality assessments for direct reports (e.g., calls, cases, orders, etc.)

Execution of Projects & Strategic Initiatives

• Drive strategic focus items with team members - for example, Proactive Order Management, reviewing large cylinder purchases and serving as an SME for key initiatives that flow to customer service team.
• Strategic collaboration with Sales and IT to help drive order automation and process improvement aimed at the customer experience
• Drive customer effort initiatives aimed at improving the medical customer experience

People Management

• Directly manage industrial customer service representatives
• Perform formal performance evaluations
• Provide ongoing training & coaching according to individual needs

Qualifications:

• A high school diploma or equivalent is required.
• At least 5 years of customer service experience is required.
• Previous experience in a supervisory role preferred.
• Strong project management skills and capable of juggling competing priorities.
• Strong written and verbal communication skills.
• Drive for continuous learning and improvement to stay current on the customer service landscape.
• Strategic and creative thinking.

Key Competencies:

• Critical thinking and problem-solving
• Working skills on MS Office components.
• Strong written and verbal communication skills.
• Excellent influencing and problem-solving skills.
• An appetite for change and ability to pivot quickly.
• Ability to drive innovation and continuous improvement.
• Ability to work on a team and collaborate across the organization.

Travel:

• Travel up to 5%.

Other Duties: Please note that this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities required of the employee for this job and may change at any time, with or without notice. What you can expect from us:At EspriGas, diversity is a fundamental strength that drives innovation and success. We are committed to creating an inclusive and welcoming workplace where individuals from all backgrounds can contribute their unique perspectives and talents. We value diversity in race, ethnicity, gender, age, sexual orientation, disability, religion, and national origin. By embracing diversity, we aim to foster an environment that encourages collaboration, creativity, and respect. We actively seek to attract, develop, and retain a diverse workforce because it is the right thing to do and leads to better business outcomes. Join us in our journey to build a diverse and inclusive workplace where everyone can thrive and make a meaningful impact. EspriGas will make reasonable modifications to policies and procedures to ensure that people with disabilities have an equal opportunity to enjoy programs, services, and activities. At EspriGas, we understand that our people are our greatest asset. Total Rewards package:Here are just some ways we support and invest in our fantastic team:

• Health benefits with coverage on day one.
• Robust paid leave following the birth or adoption of a child.
• Hybrid and remote environments allow for collaboration, creativity, and some quiet time to focus.
• Professional development, certification, and learning resources to invest in every team member.
• Wellness programs offering access to free counseling and health and wellness programs.
• Competitive compensation because we are looking for top talent.
• A growth environment where creative thought drives limitless potential.