Supervisor, Customer Care

Job Description

Join to apply for the Supervisor, Customer Care role at Day & Ross

Permanent Full-time | Hybrid: Lachine, QC | Monday – Friday / Flexible Shifts

The Supervisor, Customer Care is responsible for overseeing day-to-day customer care in a call‑centre environment, focusing on daily targets and deliverables, and providing team leadership.

How You’ll Help

• Develop a strong, customer‑focused team through training, coaching, support, and performance development, fostering a positive, open culture.
• Monitor daily productivity targets and collaborate with staff to drive improvement.
• Assist Customer Care Representatives in resolving customer concerns, collaborating across departments and stakeholders.
• Identify recurring issues and work with the team and managers to implement corrective actions and process improvements.
• Oversee case management to ensure the best customer experience.
• Perform other related duties as required.

Your Skills & Experience

• Post‑secondary education in Business Administration or a related field (preferred).
• Customer service and/or leadership training is a strong asset.
• Combination of education and experience may also be considered.
• Minimum of 2 years’ experience in a customer‑service field, preferably in a call‑centre environment.
• Experience in the transportation industry is a strong asset.
• Experience in a team‑lead or supervisory role is a strong asset.
• Strong leadership skills, including the ability to motivate and engage a team to meet departmental targets.
• Exceptional customer service focus and relationship‑building skills.
• Proficiency in MS Outlook, Excel & Word; familiarity with TruckMate, Sales Force is an asset; aptitude for learning new programs.
• Excellent communication skills, both verbal and written.
• Strong troubleshooting and problem‑solving skills, able to evaluate situations, respond quickly to changing requirements, and execute accordingly.
• Strong organisational and time‑management skills, capable of handling pressure in a fast‑paced setting.
• Ability to multitask and prioritise in a deadline‑driven environment with a sense of urgency.
• Ability to work independently and collaborate with others to meet customer expectations.
• English language skills required; French language skills a strong asset.
• Responsible for the performance and development of a team of Customer Care Representatives (12‑15).

To apply, visit our Careers page at dayross.com.

If you’re chosen for the role, you’ll be asked to provide reference and criminal background checks before employment. You’ll only be contacted if you’re selected for an interview.

About Day & Ross

From a single truckload of potatoes in the 1950s to a fleet of thousands, Day & Ross has grown to become one of the largest transportation and logistics providers in North America. With over 7,500 team members on and off the road in the US and Canada, we offer a diversified portfolio of freight and delivery solutions, including LTL, truckload, residential, dedicated fleet solutions, and logistics.

We believe our people are our greatest strength. For over a decade, we’ve been recognised as one of Canada’s Best Managed Companies and named a Top Company for Women to Work for in Transportation since 2018. Our recognition reflects the family values we share with our parent company, McCain Foods Limited.

As a federally regulated employer, Day & Ross fully supports the principles of employment equity and encourages all qualified members of the designated groups to apply. Day & Ross is committed to ensuring equal access and participation for people with disabilities and meeting their needs in a timely manner. We will do so by removing and preventing barriers to accessibility and by meeting our accessibility requirements under Accessible Canada Regulations and in alignment with our business practices, capabilities, and values.