Customer Service Supervisor (Utility Poles) at Stella-Jones Corporation. in Tacoma, Washington

Job Description:

Stella-Jones is North America's leading producer of industrial pressure-treated wood products. Responding to the vital infrastructure needs of our economy, we manufacture and distribute railway ties, utility poles, residential lumber and industrial wood products across the continent.

Stella-Jones recruits team members who embody our core values and desire an environment where growth is inspired, dedication is recognized, and achievement is rewarded. Our ever-expanding footprint provides a great prospect for career advancement as we seek to develop our emerging leaders.

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Position Overview

The Customer Service Supervisor in the Utility Pole division at Stella-Jones plays a pivotal role in leading and managing a team of Customer Service Clerks, Account Specialists and Senior Account Specialists to deliver exceptional service experiences to our clients. You will be responsible for ensuring that team members are well-trained, motivated, and equipped to handle customer inquiries and issues effectively.

This posting is for a newly added supervisor-level opportunity created due to growth of our Utility Pole division. This is a hybrid position (in-office with some remote work plus occasional travel) located in our Tacoma, Washington office. To learn more about our utility pole products (including a 1 minute video overview), visit our product page: https://www.stella-jones.com/en/products/utility-poles

Key Responsibilities:

Team Leadership:

• Supervise and lead a team of in-office and remote Customer Service Clerks, Account Specialists, and Senior Account Specialists ensuring they are well-trained, motivated, and capable of delivering exceptional service.
• Provide guidance and support to team members, fostering a positive and collaborative work environment.

• Set clear performance expectations for the customer service team and individual representatives.
• Monitor and assess team performance, providing regular feedback, coaching, and conducting performance evaluations.

• Handle escalated customer inquiries or complaints, ensuring timely and satisfactory resolution.
• Provide support and guidance to team members in handling complex or challenging customer issues.

• Identify opportunities for process optimization and efficiency improvements within the customer service department.
• Implement best practices to enhance workflows, reduce response times, and improve overall service delivery.

• Facilitate communication within the customer service team and with other departments.
• Keep the team informed about changes in policies, procedures, or products, and relay important information from upper management.

• Maintain a customer-centric focus, emphasizing the importance of providing excellent service and building positive customer relationships.
• Instill a customer-first mentality within the team.

• Collaborate with other departments, such as sales, and logistics, to address customer needs and improve overall customer satisfaction.
• Work closely with peers and superiors to ensure consistency in service delivery.

• Five (5) or more years of overall customer service or inside sales support experience required
• Supervisory, team lead, mentoring, or training experience within customer service highly preferred
• Industry experience in wood products, industrial products, utilities, or another B2B industry highly preferred
• High school diploma or GED required; Bachelor's degree preferred
• Intermediate Excel skills required, including creating formulas, pivot tables, and V-lookups.
• SAP experience highly preferred
• Excellent leadership/organizational skills, proactive attitude, and exceptional attention to detail

Employee Benefits: As a Stella-Jones employee, you will have access to excellent benefits and incentives including:

• The security of working for a company designated as an essential workplace
• Comprehensive total benefits package with 3 medical plans to choose from
• Several company-paid benefits including:


• Dental and Vision coverage
• Life insurance and Accidental Death & Dismemberment (AD&D) policies
• Long-Term Disability Coverage
• Access to a robust employee assistance program
• Competitive compensation
• Annual bonus program opportunity
• 401(k) savings plan with generous Company match (150% on the first 4% deferred)
• 2 weeks paid vacation and 9 holidays
• Career advancement opportunities
• Ability to purchase Company stock

Equal Opportunity Employer/Veterans/Disabled

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Other details

• Job Family Sales
• Pay Type Salary
• Min Hiring Rate $70,000.00
• Max Hiring Rate $80,000.00