Supervisor – Customer Experience

Supervisor – Customer Experience

At Aldes, we manufacture solutions that improve people's quality of life, one building at a time.
Be part of a team that makes a difference.

Benefits:

• Competitive group insurance and retirement plan (e.g., RRSP+; telemedicine);
• Day shift schedule;
• Recognition programs and continuous training;
• 11 paid statutory holidays and, after the probationary period, a 40-hour leave bank (in addition to your vacation!);
• Paid vacation from day one;
• An active social committee — there's never a dull moment at ALDES!;
• A $400.00/year wellness account;
• Free coffee;
• …and much more!

Position Summary

Reporting to the Director – Customer Experience, the incumbent supervises the order entry and technical service teams while actively participating in day-to-day operations. They ensure daily coordination and contribute to the improvement and structuring of processes.

Key Responsibilities

Team Supervision

• Coach and oversee the order entry and technical service teams;
• Ensure task distribution and follow up on daily priorities;
• Support employees in resolving complex cases;
• Foster a collaborative and performance-driven work environment;

Operations — Order Entry

• Participate in order processing and related follow-ups;
• Respond to customer inquiries by phone and email, ensuring rigorous follow-up on orders, changes, and cancellations;
• Coordinate deliveries with customers and ensure smooth communication between internal teams and clients;
• Handle customer complaints, propose appropriate solutions within prescribed timelines, and follow up to ensure resolution;
• Ensure the quality and accuracy of data in the systems;

Continuous Improvement & Processes

• Identify operational pain points and propose concrete solutions;
• Document and standardize key processes;
• Participate in the optimization of tools and working methods;
• Support change management initiatives;

Support to the Director

• Act as the operational point of contact for the Director – Customer Experience;
• Provide updates on issues, priorities, and key performance indicators;
• Contribute to the overall improvement of customer service performance;

Candidate Profile

Education & Experience

• 3 to 5 years of experience in customer service, operations, or a manufacturing environment;
• Experience in team supervision or coordination (significant asset);
• Experience in order entry or a similar environment (asset);
• Knowledge of the HVAC or industrial sector (asset);

Technical Skills

• Proficiency in the Microsoft Office suite (Outlook, Teams, Excel, Word, PowerPoint);
• Experience with a CRM (Salesforce – an asset);
• Knowledge of an ERP system (Infor or equivalent – an asset);
• Bilingualism in English and French (oral and written);
  • English proficiency is essential as the incumbent will be required to read and draft documents and communicate in English.