Careers

Customer Service Supervisor

Closing Date: Aug 1, 2024

Department: Service

Since 1977 Gem Cabinets has been meeting the cabinetry needs of homeowners in Edmonton and surrounding areas, and now Gem is growing again! As a locally owned and operated family business Gem prides itself on its culture of taking care of its people.  Whether that is our customers that we work hard for every day, or our employees that make what we do possible, people are at the center of everything we do. As part of our recent growth, we are looking to expand our dynamic team, and we are looking for someone with a particular set of skills.

The Customer Service Supervisor ensures exceptional customer service by overseeing the efficient completion of projects and warranty work. Leading a team of Project Coordinators, Warranty Coordinators, and support staff, the Customer Service Supervisor is pivotal in ensuring customer satisfaction and project success. This position requires cabinetry knowledge, excellent project management skills, and the ability to lead and mentor a team within a dynamic and fast-paced environment.

Key responsibilities:

• Leadership:
  • Provide leadership, guidance, and support to Project Coordinators, Warranty Coordinators and support staff.
  • Motivate and support the team, provide constructive feedback, and foster a positive customer-focused environment.
  • Set performance goals and standards for the team.
  • Improve key performance metrics.
  • Address performance concerns and support the team with workload management.
• Customer Communication and Issue Resolution:
  • Effectively communicate with customers, internal teams, and external partners to provide updates and address concerns.
  • Resolve issues and problems promptly using problem-solving and negotiation skills.
  • Manage escalated warranty claims and ensure timely resolution.
  • Analyze customer service feedback, issues, trends and opportunities for improvement.
  • Report customer service metrics to Customer Service Manager.
  • Continuously improve customer service processes and procedures to ensure ongoing satisfaction and operational efficiency.
• Operational Oversight:
  • Communicate with other departments and stakeholders to coordinate service delivery and improvement, developing and implementing policies, procedures, and best practices for customer service.
  • Support in recruiting and training department staff.
  • Provide team support and coverage where needed.
  • Co-chair monthly safety meetings.
  • Complete safety accident/incident reports and maintain records for the Service Department.
  • Commitment to maintaining a safe working environment for all employees and customers relevant to the role.
• Customer Service Manager Support:
  • Collaboration on department goals
  • Prepare and maintain training and backfill plans, including detailed process documentation for each role within the department
  • Backup when Customer Service Manager is absent

Knowledge and skills required:

• High school diploma or equivalent; additional education or certification in cabinetry, or related industry experience preferred.
• Proficiency in Microsoft Outlook and Excel, with excellent computer skills essential for the role.
• 3 – 4 Years of customer service preferred.
• 1 – 3 years in a supervisory role.
• Experience in cabinet service management, with knowledge of cabinetry fundamentals an asset.
• Excellent project management skills, including task prioritization, resource management, and meeting deadlines.
• Effective communication skills, both written and verbal, with the ability to interact professionally with diverse stakeholders.
• Strong interpersonal skills, with the ability to lead, motivate, and mentor a team effectively.
• Demonstrated problem-solving and negotiation skills, with the ability to find practical solutions to complex issues.
• Exceptional customer service skills, focusing on building and maintaining positive relationships.
• Ability to work well under pressure, manage interruptions, and adapt to changing priorities.
• Proficiency in using project management, communication, and documentation software.
• Capacity to foster a sense of ownership and empowerment among internal support staff.

To apply for this position, please send your cover letter and resume to:
Gem Cabinets, andreeasaraolu@gemcabinets.com