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Job Title:  Superintendent, Commercial Service

Location: 

Mississauga, ON, CA

Other Location(s): 
Employment Type:  Full-Time
Language Requirements:  English Essential
Job ID:  29201
Job Details: 

Job Requisition Id: 29201   
Business Function: Customer Service   
Primary City: Mississauga    
Province: Ont. - GTA  
Employment Type: Full-Time  
Employment Status: Permanent  
Language Requirement: English Essential  
Employee Class and Level: SL 04  
Number of Vacancies: 1   
Job Closing Date : 26/01/2020

Job Description

Reporting to the Manager, Commercial Service, the Superintendent supervises, co-ordinates, and coaches the SERVE Team professionals providing services to commercial customers.  Ensures all systems and telephony are operational and there is proper service coverage for inbound Commercial Customer calls.  Manages day-to-day contingency operations to ensure appropriate service is provided to Commercial Customers. Completes all HRP&D related activities for SERVE team members and guides them in meeting or exceeding all business objectives.   

Job Responsibilities

Below are the main job requirements and responsibilities for the Superintendent, Commercial Service.

 

  • Coaches the SERVE Team on Canada Post’s products and services, promoting the ‘Customer Value Proposition’ through automated self-help tools and Internet technologies to gain efficiencies for both the customer and Canada Post.

 

  • Monitors the SERVE Team’s knowledge and understanding of Canada Post operations.  Provides ongoing communications on corporate initiatives. Orients new service professionals. Ensures team and individuals meet both service and sales goals.

 

  • Develops and implements a detailed and comprehensive coaching plan for Service professionals on the team.  Monitors team communications and joins in on customer calls to provide targeted coaching.  Facilitates effective two-way dialogue in meetings and workshops; manages conflict within the team, customers, and Canada Post. 

 

  • Leads the team in the implementation of new business processes and change initiatives, using established Key Performance Indicators to monitor the performance, and support continuous improvement. Identifies problem areas, conducts root cause analysis, and promotes end-to-end solutions to issues management.

 

  • Recognizes individual and team achievements, rewards positive behaviors and provides leadership and direction in the development and implementation of performance improvement plans (when required). Ensures employees receive required training to maintain effective performance. Manages employee development and provides input into succession planning.
Job Responsibilities (continued)
  • Promotes and implements work place safety and health programs for the work unit. Monitors employee attendance, and administers health and safety, and security programs/measures.

 

  • Identifies and confirms that the external resources and network are in place and accessible to assist team with immediate resolution of customer issues.

 

  • Ensures the integrity of case entries in SAP/CRM (Customer Relationship Management) to build knowledge within teams.

 

  • Leverages relationships with SERVE and Sales Teams, functional specialists, process owners and Union/Association representatives/executives to meet team objectives and contribute to the overall success of the Corporation.

 

  • Keeps up-to-date with changes in postal products, services and regulations, trends in marketing, and changes in the economic environment through self-study, successful completion of Canada Post Corporation National Sales and Service Training Programs, attendance at relevant seminars and courses, reading relevant publications, journals and periodicals.
Qualifications

Education

  • Post-Secondary Degree/Diploma (Equivalent experience may be accepted in lieu of a Post-Secondary Degree/Diploma)

 

Experience

  • Minimum 2 years’ experience managing a team within a unionized environment PLUS Minimum 2 years’ experience working in commercial customer service and/or commercial sales in a call centre environment
  • Working knowledge of Microsoft Office (i.e. understand the major features of each software application)

 

 

 

Other Information

Safety Sensitive Positions
This position may be considered a Safety Sensitive position.

 

Employment Equity
Canada Post is committed to employment equity and encourages applications from women, Aboriginal people, persons with disabilities and visible minorities.

 

Conflict of Interest
The Conflict of Interest Policy prohibits employees from hiring, supervising or reporting to, directly or indirectly via the reporting hierarchy, their immediate family or close personal relations. Should you feel that you may be in an actual or potential Conflict of Interest in regard to this job opportunity, you must communicate with the designated Human Resources representative.

 

Accommodation
If you are contacted by Canada Post regarding a job opportunity or testing, please advise if you require accommodation.

 

Important Message
Your application must clearly demonstrate how you meet the requirements as Canada Post cannot make assumptions about your education and experience. We thank all those who apply. Only those selected for further consideration will be contacted.

 

Leadership Behaviours
Decision Making 
– A champion of the organization who takes calculated risks and makes prudent, common sense decisions about current issues, future opportunities and resource requirements in a timely, well thought out manner, that aligns with the corporation's best interests.
Accountability – An individual who strives for performance excellence and who holds him/herself and direct reports accountable for decisions and actions and for learning from mistakes when intended results are not achieved.
Business Orientation – A proactive individual who understands the competitive nature of the business, and is committed to sustaining the business through excellent customer service and new business opportunities.
Execution – A focused and self-motivated individual who acts with a sense of urgency and delivers on time and within budget, by dealing effectively with challenges and ambiguous situations.
Leading People – A compelling communicator and leader who engages, motivates and inspires others to achieve results and who encourages personal growth and finding better ways of doing things.

 

Our Values
Canada Post’s corporate values reflect the principles, beliefs and aspirations that guide our behaviour and shape our culture.
Transformation – We will innovate and transform to win in the marketplace.
Customer – We serve Canadians with pride and passion.
Integrity – We act responsibly and with integrity.
Respect – We treat each other with fairness and respect.
Safety – We are committed to a safe and healthy environment for all our stakeholders


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