Customer Service Supervisor at Spence Diamonds · Vancouver

WHO WE ARE 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 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.
• 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...

• 1-2+ years of previous supervisory experience, ideally managing a team of 3-5 people
• 5+ years of Customer Service/Client facing experience
• Strong communication skills both verbally and written
• Ability to think on the spot and demonstrate strong problem solving
• Strong organization skills with the ability to multi-task
• Strong attention to detail
• Excellent time management skills and the ability to prioritize work
• Proficiency in MS office
• Must be legally authorized to work in Canada

Compensation:

The starting annual salary for this position is $49k - 53k. Pay ranges are established based on work location and market standards for the applicable position. The successful candidates starting pay rate will be determined based on job-related skills, experience, and qualifications.