Description
Bilingual Customer Service Team Lead
Full-Time Permanent
Location: Onsite - Concord, ON
Hours: 8am to 4pm or 8:30 to 4:30pm or 9-5 (7.5 hours workday + 1-hour unpaid break)
Salary: Up to 75K + Up to 10% annual bonus
Company:
Our client is a worldwide leader in consumer products. Due to this continued growth, they are looking to add a talented Bilingual Customer Service Administrator to their team of professionals.
Perks:
- Competitive company in the market
- Fitness subsidies!!
- After one year the company has a program where candidates can use the company Cottage for one week (2 cottages north of Toronto)
- Casual dress code policy
- Growth potential to Marketing, Territory Manager, Senior Sales Coordinator
- 2 weeks’ vacation and 2 weeks of sick/personal days
- Excellent training
- Family working atmosphere
- Extremely stable company
Job Overview:
Results will reflect that the associate is a highly motivated, customer centric, professional, energetic individual, with an positive attitude and ability to handle multiple priorities at a time in an organized fashion and provide strong leadership to the team.
The primary result expected from the Customer Service Team Leader is to provide leadership for the day-to-day activities of the Customer Service Team, which includes customer and sales support assignments, coaching and counseling of team members and daily work direction. This position is also the primary contact point for customers and salespersons relative to order placement and customer service for a number of top Major National Accounts.
Reports To: Customer Service Manager
Responsibilities
RESPONSIBILITIES:
Typical tasks for this position include (but are not limited to) the following:
- Ensure that all orders are processed in a timely manner according to the guidelines in each vendor manual
- Lead day-to-day activities of customer service team giving members work direction as needed.
- Assist team members in problem solving for both internal and external customers.
- Authorize special order handling if needed.
- Interpretation and enforcement of customer policies.
- Train team members as needed on skills necessary to perform job.
- Lead team in process review of all major processes on an ongoing basis to look for waste reduction and cost improvement.
- Actively participate in the day-to-day activities of the team, including filing in as necessary in all areas to ensure proper service levels are maintained.
- Preparation and interpretation of various reports.
- Coordination of vacation scheduling, authorization of overtime and yearly performance appraisals as well as assisting with fiscal MBOs (Management By Objectives)
- Confer with customers by telephone or in person to provide information about products and services, to take or enter orders, cancel accounts, or to obtain details of complaints.
- Keep records of customer interactions and transactions, recording details of inquiries, complaints, and comments, as well as actions taken.
- Check to ensure that appropriate changes were made to resolve customers' problems.
- Refer unresolved customer grievances to designated departments for further investigation.
- Communicate to the appropriate Sales Managers any issues related to inventory, meeting due dates and suggest alternatives/solutions
- Contact customers to respond to inquiries or to notify them of claim investigation results and any planned adjustments.
- Provide reports as requested.
- Answer customer calls related to pricing, inventory availability, ETA on orders.
- Work closely with all departments including Shipping, Marketing, Finance.
- Responsible for forwarding all credit applications to the Credit department, ensuring that they are approved and getting the new account set up form completed. Once account(s) created, will update customer listing and all other necessary reports (Regional sales, Eco-Fee team) and distribute accordingly.
Qualifications
QUALIFICATIONS:
- Bilingual (English/French) spoken and written.
- College degree preferred.
- Minimum 3 years Team Lead or Supervisor in the Customer Service field.
- Solid understanding of all facets of Customer Service Function.
- Ability to handle multiple priorities at the same time.
- Strong leadership skills, customer focused, patient with people
- Must be a team player who can deal with adversity and challenge daily.
- Excellent communication skills, both verbal and written.
- Strong MS Excel skills are a requirement.
- Previous experience in SAP is an asset.
- Ability to successfully communicate with all levels of the organization is critical.
- Proven analytical skills and attention to detail.
- Selected candidate will be punctual, energetic, articulate, positive and professional