Job Title: Office Supervisor

Reporting to: Branch Manager

The Office Supervisor’s primary responsibility is to lead day-to-day activities in the assigned facility or facilities in order to deliver outstanding customer service, exceptional equipment quality and efficient operations. Demonstrate strong leadership skills while managing all customer-related processes, people and procedures, including front office “flow,”, and CSR team.

Primary Responsibilities Leadership

• Train and develop staff to ensure all functions are performed competently and efficiently
• Manage and coach team members for success and empower to make good business and customer-focused decisions
• Engage in staff activities and hold staff accountable for delivering results
• Create a professional workplace and model acceptable behavior
• ·Demonstrates Pine Core Values in all actions and decisions (Loyalty, Respect, Accountability, Expectations and Performance)
• Ensure all health and safety procedures are followed and create a safety culture within the site based on education, organization/housekeeping, PPE requirements

Customer Service Excellence

· Maintain an efficient, clean and organized front-office workspace

· Ensure all customer calls meets Pine quality standards

· Confirm that customer transactions are accurate and complete

· Follow customer service workflow procedures for inbound and outbound calls

· Place outbound Sales calls to new and existing customers to uncover new opportunities

· Maximize opportunities to cross-sell rentals and consumables

· Create quotes and follow up with customers to gain the order

· Confirm compliance with all company state, province and federal policies and procedures

· Support other locations with equipment or other services

· Provide after-hours support for the location, if needed

Customer Focus

· Ensure excellent customer experience through each key touch point.

· Delivery exemplary service and quality products

· Monitor and lead proactive customer satisfaction efforts.

· Partner with other departments as internal customers to achieve goals.

· Resolve any discrepancies that impact customer satisfaction.

· Support and help drive CRM execution

Administration

· Submit Purchase Orders

· Follow the Invoicing workflow from submission through approval.

· Assist with equipment quality checks.

· Other duties as assigned

The Office Supervisor may supervise the following positions either directly or indirectly: Customer Service Representative, Inside Sales Representative and other positions as determined.

May be asked to perform other duties, as assigned or required.

Knowledge Skills and Core Competencies

· Analytical thinker with solution orientation

· Proactive approach with high sense of urgency to succeed.

· Excellent written and verbal communication skills

· Effective leadership, motivational, and organizational skills

· Ability to multi-task, plan and organize time.

· Computer skills (Outlook, MS Excel, Word, PowerPoint)

Education/Experience

Bachelor's Degree or equivalent work experience; 3 years management responsibility Knowledge and experience in the equipment rental industry highly preferred

2 years environmental and/or NDE industry experience preferred. Clean driving record

Environment

Fast paced office and warehouse environment.

Essential Functions

This position is approximately 60% sedentary and 40% active and may include activities such as walking, standing, bending, stretching, climbing (ladder). This is a safety sensitive position.