Customer Service Supervisor

Overview  Spence is proudly a Canadian-founded Company. Starting out in 1978 in Vancouver, BC we have a 46+ year history playing a small role in many Canadians happily ever after. We re proud to create unforgettable experiences for our customers by taking them through the Spence Experience. Our people are the center stone of our business, who bring our vision to life for every customer, every day.

We re committed to fostering a culture where our people are empowered to be as successful as possible, and are provided with all the necessary tools, resources and support to create and live the life they love.

What We Offer
Attractive compensation packages
Extended health benefits
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

Reports to:

STORE DIRECTOR (SD)
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
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.
Leadership   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…