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Supervisor, Customer Service

Company: Canon U.S.A., Inc.
Location: Mount Laurel
Posted on: April 3, 2024

Job Description:

Supervisor, Customer Service


US-NJ-Mount Laurel


Canon Financial Services

Requisition ID



Customer Service/Support

Position Type


About the Role

Canon Financial Services is seeking a Customer Service Supervisor to join our team in Mt. Laurel, NJ. You will be part of a dynamic porfolio management group servicing vendor partners and end user business clients with various account inquiries in the realm of equipment leasing. The CS Supervisor will directly supervise, train, coach and develop all associates, managing a designated team and working collaboratively across the organization with other CS supervisors and business groups. Works closely with all levels of management to facilitate a superior empkoyee culture and white glove customer support experience.

This position is full time and offers a hybrid work schedule requiring you to be in the office Tuesdays and Wednesdays with an option to work from home the remainder of the week (unless a specific business need arises requiring in office attendance on other days). Note that work schedules and office reporting requirements may change from time to time based on business needs.

Your Impact

- Supervise a team of associates that is a combination of overseeing Customer Service, End of Lease, Mail and Reconciliation Coordinators
- Develop and maintain key department metrics (e.g. abandonment rate, email response time, quality and quantity)
- Providing daily leadership with associates (e.g. timely, candid and constructive performance feedback; developing associates to their fullest potential to enhance career growth; recognizing and rewarding associates for accomplishments.)
- Lead and direct the work of others.
- Has strong understanding of applicable CFS processes, able to take ownership and resolve complex problems, identify recurring issues and possible root causes, and capable of recommending and implementing improvement ideas to management that will provide additional efficiencies to the business.
- Identify reporting needs of the department: create, develop, analyze data and present to management findings.
- Cross functional interaction between departments to ensure the timely clean-up of charges on disposed contracts.
- Mentor and train associates and strengthen working relationships within the servicing department..
- Participate in both mid-year and end of year performance appraisals.
- A wide degree of creativity and latitude is expected, based on prior experiences, to effectively service our customers.
- Demonstrate high ethical standards, maintain optimism and promote team spirit. Flexible and understands that additional hours beyond the 7.5-hour workday may be needed to meet business needs.
- Actively participate in Talent Acquisition.
- Participate in and take a leadership role in project teams and other business initiatives as requested.

About You: The Skills & Expertise You Bring

- Education Required: Bachelor's Degree in Business Administration or equivalent demonstrated experience
- Experience Required: 5 plus years of Customer Service/Collections center experience. Experience in a leasing/financing administrative environment preferred
- 1-3 years of General management experience, preferred
- Strong understanding of leasing and financing terminology and processes.
- Familiar with industry best practices related to providing extraordinary customer service.
- Proven ability to handle multiple tasks and meet deadlines independently.
- Must be comfortable working in a fast-paced, conflict resolution environment and have the necessary skills to consistently perform to Canon Financial Services standards
- Demonstrated experience with the use of PCs, along with the ability to navigate in a multi-window based environment. Advanced knowledge level of Excel and Microsoft Office products.
- Ability to remain focused and calm in high-pressure situations.
- Action oriented and adaptable to changing conditions.

Company Overview

About our Company - Canon Financial Services, Inc. (CFS) is a wholly-owned subsidiary of Canon U.S.A., Inc. Canon U.S.A., Inc., is a leading provider of consumer, business-to-business, and industrial digital imaging solutions to the United States and to Latin America and the Caribbean markets. With approximately $30.3 billion in global revenue, its parent company, Canon Inc. (NYSE:CAJ), ranks third overall in U.S. patents granted in 2022* and is one of Fortune Magazine's World's Most Admired Companies in 2022. Canon U.S.A. is dedicated to its Kyosei philosophy of social and environmental responsibility. To keep apprised of the latest news from Canon U.S.A., sign up for the Company's RSS news feed by visiting and follow us on Twitter @CanonUSA. For media inquiries, please contact .

* Based on weekly patent counts issued by United States Patent and Trademark Office.
All referenced product names, and other marks, are trademarks of their respective owners.

Canon Financial Services offers a competitive compensation package including medical, dental, vision, 401(k) Savings Plan, discretionary profit sharing, discretionary success sharing, educational assistance, recognition programs, vacation, and much more.

We comply with all applicable federal, state and local laws, regulations, orders and mandates, including those we may be required to follow as a federal government contractor/subcontractor.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status.

If you are not reviewing this job posting on our Careers' site , we cannot guarantee the validity of this posting. For a list of our current postings, please visit us at


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Keywords: Canon U.S.A., Inc., Philadelphia , Supervisor, Customer Service, Hospitality & Tourism , Mount Laurel, Pennsylvania

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