Customer Service Supervisor
How would you like to work with the happiest customers on earth? People in love are the happiest people on earth, and they’re also our everyday customers!
Are you looking to add some sparkle to your career? If so, look no further!
We are currently looking for our next rockstar to join our customer service team and the Spence family!
Who we are…
Founded over 45 years ago, Spence Diamonds is a proudly Canadian Company.
We have grown and evolved over the years with a unique approach to becoming an industry leader in cut quality and the customer experience. We take shopping for an engagement ring to the next level - with open show cases, displaying top of the line designer prototypes, accompanied by an unparalleled diamond education.Since introducing Spence Artisan Created Diamonds, we are now blazing the way for reasonably priced, ethical and sustainable diamond choices! With unparalleled access to these diamonds, we truly are the best choice for our customers.
Our people are the center stone of our business. Our mission is to deliver an exceptional customer experience in a fun and inclusive work environment while giving our people room to grow their careers and live the life they love.
What we offer…- Attractive compensation packages
- Extended health benefits for all full-time Employees
- Amazing employee, friends & family discounts on our products
- A variety of Learning and Development resources
- Special gifts to celebrate employee work anniversaries, birthdays, and personal milestones
- Regular celebrations & employee incentive programs
- Team building events and activities
- Opportunity to grow within the company
- Continuous on the job training, support and mentorship
The Role
As a member of the Store Leadership Team, you embody our culture and core values by demonstrating outstanding leadership and support to our front of house Sales Support team.
Reporting to the Store Director, you are the backbone of our store with vital impact on our client experience as you and your team are the first and last points of contact to interact with our customers.
As our Sales Support Supervisor, you are responsible for keeping the standards of excellence HIGH when it comes to providing an exceptional client experience whether its over the phone or in person.
You have an eye for attention to detail and ensure exceptional process handling which includes data management/entry, financial handling and store operational compliance.
A day in the life typically involves anything from handling sales transactions, answering client calls and emails, managing inventory counts, shipping and receiving products, training and developing your team of Sales Support Associates, supporting the Store Director with store repair and maintenance, upkeeping our showroom presentation standards, and stepping in to support our Sales Consultants by assisting clients on the floor until the sales team becomes available.
RESPONSIBILITIES
Client and In Store Experience- Greet every customer in a positive and professional manner, ensuring an exceptional client experience every time whether over the phone, email or in person.
- Promptly and professionally answer/respond to all company or client correspondence.
- Inspect and process incoming product repairs.
- Follow up with customers via phone or email regarding their repair orders.
- Conduct product quality checks and provide fulfilled/completed orders to customers at pickup, ensure that customers feel taken care of and supported throughout the process.
- Cash handling and end of day processing
- Ensuring upkeep of showroom appearance, merchandising and store tidiness.
- Shipping and receiving of inventory and orders. Following all company guidelines regarding inventory control.
- Maintaining supply inventories and conducting physical inventory cycle counts and alerting management of any discrepancies.
- Address and resolve customer satisfaction issues (CSP’s) and implement appropriate solutions quickly and professionally in line with company guidelines to maintain an excellent customer experience.
- Offer support to our sales teams during busy periods by taking customers through the Spence showroom experience (following the Spence greeting up to collecting the 5 pieces of information). Establish strong customer connections and deliver exceptional service in a face-to-face environment.
- Confidently and professionally present products and services, highlighting value, features and benefits.
- Manage Health and Safety compliance as the Stores H&S Representative.
- Recruitment, training, performance management, conflict resolution, coaching and development of sales support team.
- Directly oversee and enforce new staff adherence to the designated training process and agenda in partnership with Operations team.
- Supervise and support the productivity, accuracy, and efficiency of the sales support team, working with the store leadership team to provide sales training to sales support associates.
- Training and development of Sales Support team, ensuring all staff have thorough knowledge and are in compliance with Spence policies and procedures.
- Follow company process on performance managing part-time associates and work with the Store Director to provide coaching and creating necessary action plans.
- Conduct individual coaching sessions and spontaneous feedback discussions.
- Creating and managing monthly schedules for the Sales Support Associates and ensuring scheduled hours do not exceed allotted hours.
- Review camera footage for policy compliance and security purposes.
- Support the SD in ensuring store standards and business operations are running smoothly.
- Support SD in impacting store/team morale, culture and engagement by supporting with upholding initiatives/approaches implemented to foster a positive work environment.
- Support SD with ensuring all company controls and procedures are maintained in regard to safety and loss prevention.
This is a full-time position, requiring 40 hours of work per week. As this is a leadership role, we are seeking someone with a flexible schedule, including availability for working evenings and weekends.
A few things we hope you have...- Strong organization skills with the ability to multi-task
- Attention to detail and problem solving skills
- Excellent time management skills and the ability to prioritize work
- Proficiency in MS office
- Excellent written and verbal communication skills
- Customer Service experience – 1+ year(s)
- Administrative/Reception experience – 1+ year(s)
- Management/Supervisory experience – 1+ year(s)