Customer Site Operations Supervisor
il y a 4 semaines
For a prominent customer engagement, we are seeking a dedicated Site Operations Supervisor. This role is pivotal in coordinating and overseeing daily service functions at the customer location, ensuring the team consistently provides outstanding service.
The Customer Site Supervisor collaborates with a team of five Service Specialists, focusing on onsite customer support, including Vendor Managed Inventory and Glassware Cleaning. Together, you will prioritize customer satisfaction and strive to deliver exceptional service.
Key Responsibilities:
• Lead and mentor onsite service specialists who operate daily at a key customer location. Participate in the recruitment process, provide training, and assess staff performance. Actively seek growth opportunities for team members and foster a positive workplace culture.
• Ensure comprehensive delivery of the agreed-upon service scope, which includes inventory management of supplies, order replenishment, glassware cleaning, and procurement through automated systems. Attend customer meetings as required.
• Guarantee that customer expectations are met, and high-quality service is provided through various methods, including monitoring performance metrics, productivity, attendance, and resolving customer concerns.
• Oversee performance evaluations to enhance customer perceptions, including customer scorecard reviews, talent assessments, and addressing variances. Participate in quarterly business reviews with clients.
Qualifications:
• Bachelor’s Degree with 1-2 years of relevant experience or an Associate Degree with a minimum of 3-4 years of supervisory or management experience in a laboratory or related services environment.
• Strong analytical abilities and independent thinking to make informed decisions in a dynamic work setting.
• Proficient in automated systems with the capability to generate reports (in Excel) based on customer demand.
• Excellent verbal and written communication skills.
• Fluency in both French and English is essential.
• Proven ability to manage multiple concurrent issues and prioritize team workloads effectively.
• Demonstrated experience in working collaboratively with internal and external clients.
• Comprehensive understanding of service management and customer satisfaction.
• Detail-oriented, problem-solving mindset, and a commitment to fostering a team-oriented environment.
• Proficient in computer software applications (Outlook, Excel, Word, PowerPoint).
• Self-driven and motivated.
• Basic knowledge of employment and labor law regulations.
Essential Skills:
• Strong leadership and supervisory capabilities to guide, coach, and empower team members, along with excellent interpersonal skills to engage effectively with employees and customers.
• Ability to articulate ideas clearly, share technical information, and communicate effectively with all organizational levels.
• Analytical and critical thinking skills to evaluate and interpret information, enabling timely decision-making in a fast-paced environment.
• Commitment to excellence in customer service and a proactive approach to problem-solving.
• Proficient in Microsoft Excel.
• Familiarity with staffing forecasts and budget management.
• Experience in inventory management and/or supply chain operations.
Work Environment:
• Primarily operates at customer locations, including office settings, shipping/receiving areas, stock rooms, and laboratory environments.
• May require independent work at customer sites.
• Physical activity, including extensive walking, may be necessary.
• Ability to lift, push, and pull weights of 30-40 pounds consistently; may need to lift up to 50 pounds.
• Capable of operating handling equipment such as trolleys and pallet trucks.
• Depending on the work area, personal protective equipment may be required, including lab coats, coveralls, masks, hairnets, and safety gloves.
• Some areas may necessitate steel-toed shoes, bump caps, and safety glasses.
• Must be able to work the hours necessary to fulfill job responsibilities.
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