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Position Title:Customer Care Supervisor

Position Type: Regular - Full-Time ​

Requisition ID: 8661

Company: Day & Ross Inc.   


At Day & Ross, you’ll go far.
Day & Ross is one of Canada’s largest transportation companies, serving top brands across North America. We got our start hauling potatoes in 1950, and now we have a team of more than 8,000 employees, drivers and owner operators.


We believe our people are our greatest strength – and we treat them like family. For over a decade, we’ve been recognized as one of Canada’s Best Managed Companies, and we were named a Top Company for Women to Work for in Transportation in 2018 and 2019. Our industry recognition is a testament to the family values we share with our parent company, McCain Foods Limited.

About the Role

Customer Care Supervisor
Grand Falls, NB


The Supervisor, Customer Care is responsible for overseeing day to day customer care in a call centre environment with a focus on daily targets and deliverables, as well as team leadership.


How You’ll Help

  • Development of a strong customer focused team, including training, coaching, supporting, and performance development, promoting a positive, open culture and working environment
  • Monitoring daily productivity targets and working with staff to make improvements where required. 
  • Works with and supports Customer Care Representatives to resolve customer concerns and issues, which may involve collaborating across Company departments and communicating with internal and external stakeholders
  • Identify recurring issues and work with the team and managers to implement corrective actions and process improvements
  • Other related duties as may be required


Your Skills & Experience:

  • Post-secondary education in Business Administration or other relevant field preferred
  • Customer service and/or leadership training is a strong asset
  • A suitable 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 a strong asset
  • Experience in a team lead or supervisory role 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
  • Must be proficient in MS Outlook, Excel & Word; AS400 – an asset; must possess the aptitude for learning new programs
  • Excellent communication skills including the ability to relay information (verbal and written) between several parties
  • Troubleshooting and problem solving skills, the ability to evaluate current situation, respond quickly to changing requirements, execute and escalate accordingly
  • Strong organizational and time management skills, including the ability to work under pressure in a fast paced setting
  • Ability to multitask and prioritize in a deadline driven environment; appropriate sense of urgency
  • Ability to work independently and to 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)


Please note that the successful candidate will be subject to reference and criminal background checks prior to employment.

We thank you for your application, but only those candidates selected for an interview will be contacted.
As a federally regulated employer, The Day & Ross fully supports the principles of employment equity and encourages all qualified members of the designated groups to apply.

Function: Customer Service     

Location(s): CA - Canada : New Brunswick : Grand Falls 

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