Customer Service Supervisor

Stella‑Jones is a leading manufacturer of essential infrastructure products focused on serving utilities and railroads, as well as supplying big‑box home improvement stores across North America. Headquartered in Montreal, Canada and publicly traded on the Toronto Stock Exchange, Stella‑Jones operates a vast network of facilities that employ more than 3,000 employees across the United States and Canada. With a coast‑to‑coast reach, we offer real opportunities for career success and community impact. 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 is a supervisor‑level career opportunity that supports the ongoing growth of our Utility Pole division, requires some travel and is located at our manufacturing plant in Brierfield, Alabama (Montevallo area). Key Responsibilities 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. 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. 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. 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. 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. 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. 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. Supervisory, mentoring, or training experience within the customer service arena highly preferred. Industry experience in wood products, industrial products, utilities, or another B2B industry highly preferred. 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. Employee Benefits The security of working for a company designated as an essential workplace. Comprehensive total benefits package with three medical plans to choose from. Company‑paid benefits including dental and vision coverage, life insurance, accidental death and dismemberment (AD&D) policies, long‑term disability coverage, and access to an employee assistance program. Competitive compensation and an annual bonus program opportunity. 401(k) savings plan with generous company match (150% on the first 4% deferred). Two weeks paid vacation and nine holidays. Career advancement opportunities. Ability to purchase company stock. Equal Opportunity Employer, Veterans, Disabled. #J-18808-Ljbffr