Team Lead - Customer Service

Job No: TAI133
Location: Delta, BC

About the Opportunity

Are you passionate about leading a team and driving customer service excellence? We are looking for a dedicated Team Lead, Customer Service to join our team in Delta, BC and take a pivotal role in guiding our customer service team and ensuring the highest standards of service delivery. You will work from Monday-Friday 8:30am-4:30pm (37.5hr/week). This is a rotating, hybrid work schedule of 3 days per week from our Delta office (Tuesday, Wednesday, Thursday), and one week per month all 5 days in the office. It is optional to work from the office all days if preferred; our schedule aligns with our telecommuting policy, and we reserve the right to update it as business needs require.

Key Responsibilities:

  • Leadership & Team Management: Coordinate daily activities, assign tasks, monitor workloads, and provide leadership to the customer service team. Ensure the team meets departmental goals and service standards.
  • Process Improvement: Develop and implement strategies to drive efficiency and accountability while elevating customer service levels.
  • Customer Support: Serve as a subject matter expert on Taymor products and services. Provide first-call resolution to inquiries regarding pricing, order status, stock availability, and more.
  • Relationship Building: Work closely with the outside sales team to build and maintain relationships with distributor customers, offering service excellence that creates referrals.
  • After-Sales Support: Handle warranty claims, disputes, and returns for retail and new construction customers, ensuring policies are adhered to.
  • Coaching & Mentorship: Provide ongoing coaching and support to customer service personnel, fostering a service-oriented culture through regular team meetings and individual development.

 

About You

To qualify, you will need at least 2 years of experience in client-facing customer support, telephone customer service, inside sales support, or call centre experience with leadership experience (formal or informal). 

In addition, the successful candidate will be:

  • People-oriented with the ability to interact effectively with internal/external customers  
  • Well organized, detail oriented, with excellent time management. Able to prioritize and handle several requests effectively at the same time. 
  • Experience with an Enterprise Resource Planning (ERP) software such as Sage X3, JD Edwards, SAP, etc. 
  • Ability to master product knowledge with technical/mechanical aptitude to learn and troubleshoot various product lines
  • Intermediate proficiency with MS Office suite
  • Ability to manage conflict and remain objective and professional under pressure. 

Experience in manufacturing, distribution, or home building industries is strongly preferred, but not required. 

Most importantly, you demonstrate an excellent, solutions-focused approach to customer service. As a positive, outgoing, and personable team player, you consistently think outside the box and take calculated risks to ensure an exceptional customer experience.

 

Taymor welcomes and encourages applications from people with disabilities. Accommodations are available upon request for candidates taking part in all aspects of the selection process.

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About Taymor

Family-owned since 1948, Taymor was founded on a commitment to service excellence, quality, and value. Today, this commitment remains at the core of what we do: provide exceptional customer service, and deliver high-quality, contemporary door and bath hardware solutions that showcase inspired design and leave long-lasting impressions.

Over the last 75 years, our products have been installed in several award-winning residences and buildings across North America. More than projects, however, we are proudest of the many enduring partnerships we have established with developers, designers, builders, distributors, and other players in the industry. At Taymor, it’s about more than towel bars; it’s raising the bar in everything we do.

Visit our website to learn more about Taymor.