The MSL Customer Service Supervisor is responsible for performing the duties of an MSL Customer Service Representative (CSR) and supervising the MSL CSR’s. They ensure orders are prioritized and processed in a timely and accurate manner. The MSL CSR Supervisor is responsible for addressing customer service issues promptly and communicating trends to resolve repeated issues.

 

DUTIES AND RESPONSIBILITIES

Process new orders received via email, phone call, and walk-ins. Review and process outstanding orders from the previous day. Communicate backordered or out-of-stock materials, procurement status, cost, and planned delivery date to customers. Prioritize “Urgent” status orders. Address customer service issues communicated by MSL CSR’s or field staff. Approve rentals for dispatch. Address equipment vendor inquiries and resolve issues to ensure vendor satisfaction. Communicate regularly with equipment vendors to ensure rental counts are accurate. Collaborate with Equipment / Service Coordinator to create business cases for new resource requirements. Participate in the interview process and provide feedback on candidates. Assist with new employee onboarding tasks. Conduct performance evaluations and communicate corporate discipline policies. Maintain complete and effective lines of communication with staff and senior management Deliver an exceptional client service experience while advising on complex process issues; Maintain and demonstrate superior interpersonal written and oral skills in daily relations, negotiations, and reporting/stats;

 

QUALIFICATIONS

Five (5) years relevant work experience in Construction / Customer Service Industry Strong Leadership Capabilities and ability to lead and motivate teams. Strong communication skills. Ability to identify and communicate innovative methods to perform job tasks. Proficiency in SAP, Microsoft Power Apps, SALUS, Outlook, Excel, and other required software. Ability to work collaboratively in a team environment; An ability to think outside of the box, and thrive on new challenges; Strong analytical and problem-solving skills; Excellent organizational skills. English perfectly spoken and written.

TOMLINSON OFFERS: 

Competitive wages Bonus programs Employer paid health and dental benefits Extensive training programs and tuition reimbursement Retirement benefits program Family-oriented team environment Employee discounts and other rewards programs

 

The Tomlinson Group of Companies encourages applications from all qualified candidates.  Please contact Human Resources if you need accommodation at any stage of the application process or want more information on our accommodation policies.