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.