CDW Careers

Supervisor - Customer Relationsat CDW Careers Canada

This job posting is no longer active

Job ID: 19000380
Updated: Mar 14, 2019
Location: Toronto, ON, Canada

The Supervisor of Customer Relations is responsible for handling escalated customer issues and providing timely and effective resolutions. Additionally, the Supervisor will be responsible managing the team of customer relations representatives. This role will also serve as a liaison to other departments including but not limited to Sales, Purchasing, Credit Services, and Accounts Receivable.

Key Areas of Responsibility
  • Supervise a team of coworkers, including coaching, developing and performance management
  • Oversee daily department service levels, workflow and SLA to ensure customer satisfaction
  • Collaborate with other departments to streamline processes and maintain a regular cadence to ensure strong partnership with stakeholders
  • Manage and oversee projects and specialty assignments as required
  • Responsible for resolving for Customer RMA escalations in a timely and effective manner.
  • Identify department and process inefficiencies and recommend proficiencies as required
  • Support hiring and training of new Customer Relations coworkers.
  • Other responsibilities as required


Minimum Qualifications
  • Collage Degree or equivalent
  • 4 years of customer relations experience
  • 2 - 3 years of management experience
  • Strong problem-solving skills
  • Demonstrated ability to resolve customer escalations
  • Proven team player with a strong track record of mentoring co-workers and promoting a healthy productive and positive environment
Other Required Qualifications
  • Excellent verbal and written communication skills with the ability to effectively interact with all stakeholders including customers
  • Strong conflict resolution
  • Demonstrated ability to build productive cross-functional relationships
  • Strong organizational skills and excellent time management
  • Ability to think creatively and strategically
Preferred Qualifications
  • Bachelor’s Degree
  • Prior leadership experience
  • Call Center experience
Job Category: Sales Support General
Job Type: Full-Time
Travel Percentage: 0%