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Customer Service Supervisor

Posting Start Date: Nov 24, 2021

Location: Lancaster, NY, US

Company: Cascades


Founded in 1964, Cascades produces, converts and markets packaging and tissue products that are composed mainly of recycled fibers. The Company employs 11,000 employees, who work in more than 90 production units located in North America and Europe. With its management philosophy, half a century of experience in recycling, and continuous efforts in research and development as driving forces, Cascades continues to deliver the innovative products  that customers have come to rely on.



The Containerboard Packaging Group, a division of Cascades, is the largest containerboard producer in Canada, and is also a top converter of corrugated products in the country. The Group manufactures a wide range of products made from recycled fibres for its North American customers in the food, beverage and consumer products sectors, among many others. The Division, which employs close to 3,400 people, owns six containerboard mills and nineteen corrugated products plants in Canada and the United States.

Your challenge!

Reporting to the Director of Customer Service, the Customer Service Supervisor’s mission is to establish a customer service strategy that complies with the business process and rules in force and the order processing deadlines. You play a key role in achieving customer objectives and building a team of successful customer centric representatives. You must have an overview of major and regional accounts and leverage this to retain existing customers. In addition, you identify and resolve any potential problems with orders or customers and attempt to respond effectively to critical situations. Finally, you ensure that your team masters the techniques and tools needed to deliver exceptional customer service and encourage continuous improvement initiatives in current processes to optimize your service’s profitability.

Your responsibilities

  • Coach and monitor Customer Service Representative's performance in a manner to ensure customer satisfaction KPIs are met
  • Ensure that sales order processing is on target and availability of the products is communicated
  • Identify and resolve potential issues
  • Manage the complaints and inquiries process
  • Ensure compliance with the customer service process and business rules
  • Maintain up-to-date records of your team’s activities and track performances
  • Prevent crisis situations by acting in a timely manner and escalating when necessary
  • Foster the emergence of ideas for improvement and innovation within your team
  • Oversee the implementation of improvements to your unit’s current processes
  • Continuously maintain and strengthen customer relationships 
  • Act as a Subject Matter Expert in the standard processes and technology platforms used by the CSR team
  • Ensure SOPs are understood and applied

Your background and strengths

  • Minimum of 5 years of experience in a similar supervisory role
  • College diploma/degree in sales, supply chain or equivalent
  • Proven ability to develop and manage a CSR team while supporting team members in achieving their professional goals
  • Passion for people – customer-oriented with excellent communication skills
  • Leadership and a collaborative spirit that inspire and engage teams to achieve excellence
  • Ability to develop a deep understanding of the operational context, customer businesses and Cascades' value proposition
  • Sound judgment to ensure follow-up and effective implementation of solutions in accordance with company priorities and making appropriate decisions
  • Interest in problem solving, ability to self prioritize daily tasks and work in a fast-paced environment
  • Ability to multi-task and provide multi-service support (phone, email, online systems)

#revealyourpotential  #LifeAtCascades

Cascades believes in the success of an inclusive organization that values diversity within its team. It will fairly consider all those qualified for this position. The use of the masculine in our communication refers to both women and men.


About Cascades 

Being part of Cascades means revealing the full potential of matter, people and ideas. We are a source of possibilities. Since 1964, we have been offering sustainable, innovative and value-creating solutions in terms of packaging, hygiene and recovery. Join 12,000 women and men working in a network of more than 90 business units located in North America and Europe.


Nearest Major Market: Buffalo

Job Segment: Manager, Supply, Supply Chain, Customer Service, Management, Operations