Company Description

American Iron & Metal (AIM) is a family-owned company and recognized global leader in the metal recycling industry with more than 125 sites and 4000 employees worldwide. We have continued to prosper for the last eight decades thanks to the dedication of our employees and the ongoing trust and support of our customers.

Become part of team AIM, a growing team with an entrepreneurial spirit who has over the years evolved into a successful and multifaceted company with business divisions that include metal recycling, decommissioning and demolition, auto-parts sales and recycling, manufacturing of solder assemblies, construction waste recycling, and production of customized industrial and mining products.

We take pride in doing good things for the environment to help create a greener, more sustainable future for all.

It’s simple; we do it right. We AIM for excellence.

Job Description

Reporting into the Sales and Operations Manager, the Customer Service Supervisor will be responsible for ensuring customer requests and escalations are properly managed, while monitoring the performance of the Account Managers.

 

Team management:Supervise Account Managers and Clerks to ensure exemplary customer service.Set goals focused on customer satisfaction and retention, and conduct regular follow-ups.Encourage collaboration and professional development among team members.Account Management and Troubleshooting:Intervene directly in the management of complex or problematic customer accounts.Quickly identify problems and solve them with adapted and effective solutions.Ensure a rigorous follow-up of customer accounts to maintain a high level of satisfaction.Manage contracts with customers and conduct audits to ensure optimal management.Customer Service and Satisfaction:Maintain positive relationships with customers by responding quickly and effectively to their concerns and requests.Manage external requests from the website or other communication channels.Actively seek opportunities to improve customer satisfaction and develop long-term relationships.Tracking tasks and priorities:Ensure rigorous management of the teams' daily, weekly and monthly tasks.Ensure prioritization of customer service emergencies and ensure deadlines are met.Use Salesforce and other tools to document interactions and proactively follow up.Interdepartmental collaboration:Coordinate with departments (transportation, balance, accounting) to effectively meet customer needs.Participate in special projects as required.Participate in ongoing training on the company's operations.Support the sales team in identifying business opportunities and suitable solutions.Participation in continuing education:Participate in ongoing training on company operations to stay up to date on processes, tools and best practices.Encourage the team to take these trainings to ensure consistency and excellence in operations.

Qualifications3+ years in a client services supervisory roleBachelors Degree or certificate in related fieldIndustrial or metals background, an assetStrong communication, organization and analytical skillsProcess and solutions orientedExperience with salesforce, project planner software and power BI, assetsBilingualism, French and English  

Additional Information

What we offer!

Competitive salary + other perksGroup insurance & RRSP programCompany-wide events throughout the year (BBQ, Holiday party etc.) Free gym on siteTwo cafeterias on site (subsidized meal program available)Dynamic & rewarding work environment- work on high-impact, meaningful projects while also having fun!