SupremeX Envelope

7213 Cordner St
LaSalle, QC, H8N 2J7
Tel: 514-595-0555
Fax: 514-595-1112

Customer Service Manager


The Sales Coordinator Manager is an integral part of the Eastern Region management team. This highly motivated, enthusiastic individual is responsible for supervising a team whose mandate is to provide "best by far" service to our valued clients and customized support to our Sales team. This role involves the training, developing, coaching, problem solving, monitoring and supervising of the Sales Coordinator Team. The Sales Coordinator Manager must balance the above duties with excellent interpersonal and communication skills (both verbal and written), while maintaining an active Customer Service role. A thorough understanding of our production processes and ERP system are critical.

REPORTS TO: Vice President and General Manager

DIRECT REPORTS: Sales Coordinators

• Plans, organizes, hires, and coaches the sales coordinator team
• Succession planning
• Career development
• Supervise day to day activity of the Sales Coordinator Team
• Ensure that all transactions are processed accurately
• Ensure effective customer service is maintained by scheduling resources in an appropriate manner to ensure consistent coverage (scheduling shifts, lunch breaks, vacations etc.)
• Ensure sales coordinators acquire and maintain appropriate interpersonal skills and extensive product knowledge of the full range of products and services
• Train & Develop each Sales Coordinator in the following areas:
 Book Pricing and Cost Estimating
 Computer Skills
 Customer Service Skills
 Problem Solving
 Telephone Skills etc.
• Coach each Sales Coordinator in creatively addressing day to day internal and external issues
• Monitor, track and improve all service levels (i.e. Credit notes as Percent of Line Items, Pricing turnaround, callback performance etc.)
• Assist in creating, implementing and enforcing policies and procedures as required
• Communicate regularly with all Sales Coordinators regarding policies, procedures, training etc.
• Maintain an active customer service role
• Responsible for creating a positive working environment
• Motivate Sales Coordinators individually and as a team to excel at their jobs
• Answer customer inquiries
• Act as an escalation point for customers
• Works as a liaison between Sales Coordinators and Sales Management
• Active member of the Eastern Region Management Team
• Attend monthly financial/management meeting
• Assist in the response and submissions of RFQ’s, RFP’s and other tenders
• Responsible for sales and sales coordinator teaming
• Conducting annual performance reviews
• Input and presentation of wage increases
• Identify Continuous Improvement Initiatives within the group
• Work harmoniously with all Eastern Canada Envelope and Label divisions to ensure proper implementation of Best Practices and work flow improvement initiatives
• Conduct regular Sales Coordinator meetings utilizing Power Point and other like tools
• Identify, track and measure relevant KPI’s for the Sales Coordinator group
• Utilize Business Intelligence “BI” reporting
• Understanding of pricing and pricing tools
• Perform other related duties and participate in special projects as assigned

• Direct employees – assign work, correct and discipline, evaluate performance, answer grievances/settle conflicts, hire within approved budget, recommend pay increases, promotion, and discharge
• Set performance objectives based on company strategies, policies, and agreed organizational targets
• Approve and implement customer service policies and procedures
• Recommend general polices and procedures

• 5+ years’ experience in supervisory role of customer service team in a manufacturing environment
• Related paper-based industry experience preferred: envelopes, folding carton, printing, business forms, corrugate manufacturing or converting, etc.
• Intermediate computer skills in MS Office required, MS Dynamics AX experience a definite asset
• Ability to supervise and train employees, including organizing, prioritizing, and scheduling work assignments
• Solid negotiation, conflict resolution, and people management skills
• Excellent teamwork and team building skills
• Able to build and maintain lasting relationships with other departments, key business partners, and customers
• Strong problem identification and problem resolution skills
• Ability to effectively communicate both verbally and in writing
• Ability to coordinate and organize meetings, and prepare and deliver presentations
• “Can Do” attitude who wants to make a difference

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