Description
Customer Care Team Lead
Full-time, Permanent
Location: Mississauga, ON – 100% On site
Hours: Monday to Friday, 40-hour work week
Salary: up to $70K + 7% bonus
Department: Finance
Reporting Manager: Customer Experience Manager
About Our Client
Our client is a leading Canadian supplier of automotive, heavy-duty, and industrial products. They are currently seeking a Customer Care Team Lead to support their growing team and ensure a high standard of customer experience.
Why Join Our Client’s Team?
- Competitive total compensation — based on experience
- Comprehensive health and dental benefits
- Mental wellness support
- Employer contribution to retirement savings
- Fitness & wellness reimbursement
- Educational assistance and professional development support
- Paid time off including vacation and personal days
- Community involvement initiatives
- A collaborative and inclusive workplace culture featuring:
- Team events and celebrations
- Holiday gatherings
- Lunch & Learns
- Employee recognition programs
ABOUT THE ROLE:
Reporting directly to the Customer Experience Manager, the Customer Care Team Lead will deliver courteous, efficient, and timely service to customers while managing inbound and outbound communications. This is a key role with responsibility for handling customer inquiries, processing requests, and supporting overall customer satisfaction.
You will build strong relationships with customers and internal sales teams, ensuring a seamless service experience while contributing to sales growth. This role is ideal for a proactive and customer-focused professional who thrives in a fast-paced environment and is passionate about delivering exceptional service.
Responsibilities
What You’ll Do:
- Provide excellent customer service across every aspect of the job.
- Assisting manager in training new CSRs or new processes
- Assisting Manager is sending out communication to team on reminders
- Assisting the manager by being the lead in orders and prioritizing tasks and priorities. Also following up with CSRs to action items in a timely manner
- Assisting manager in attending internal meetings
- Assisting backing up manager when on holidays – Focus on priorities and efficiencies within the department to ensure customer service is for front and team and order desk is moving effectively and efficiently
- Backup to manager in resolving escalated customer issues when manager is on holidays
- Backup to manager on delegating tasks when manager is not on site.
- Process customer orders through incoming calls, email and other channels using the ERP system.
- Responsible for developing and maintaining solid relationships with both customers and the sales team.
- Support specific assigned customers to nurture and grow annual sales performance.
- Oversee order management accuracy with a focus on enhancing order size.
- Resolve customer questions and manage troubleshooting with speed and professionalism.
- Log Cases in CRM system to track all customer incidents and inquiries.
- Perform administrative tasks including customer activations, credits & rebills.
- Engage in revenue generating outbound calls, including retention and lead qualification.
- Make informed decisions about pricing exceptions.
Key Competencies
- Customer focused and dedicated to exceeding the expectations of internal and external customers.
- Leadership skills
- Coaching and Mentoring
- Conflict resolution
- Accountability
- Collaboration Skills
- Delegation skills
- Problem solving
- Excellent written and verbal communication skills.
- Proven ability to multi-task, prioritize, and manage varied, time sensitive workloads.
- Strong organizational skills to allow for the successful completion of multiple tasks.
- Self-starter with a strong desire to see results.
- Team player.
- Must be flexible and able to adapt to new challenges and procedures.
- Bilingualism is an asset.
Qualifications
Education/Experience
- High school graduate.
- A minimum of 2 years Customer Service experience.
- Experience working in a consumer packaged goods or automotive lubricants environment is an asset.
- Superior PC and Microsoft Suite skills.
- Experience or familiarity with Microsoft Dynamics AX and Salesforce would be an asset.
Working Conditions
- Office environment