Team Lead, Customer Service

In addition of being a Customer Service Agent, the Team Lead supports the Customer Service Manager in the daily activities and acts as a replacement in the absence of the Customer Service Manager. They act as the primary contact for our Tennessee factory and as such participate in production meetings and report to the team and manager any information that could impact the team or customers.

They advise and support customer service agents before escalading any situations to the manager. They are responsible for providing customers with quality information on the programs, products, services, and procedures in

place. They develop relationships with clients in order to establish bonds of trust.

They identify customer needs in order to recommend the appropriate products or services. They work in collaboration with other departments to find solutions toproblems and maintain open communication with affected customers. Organizes, prepares, and documents department team meetings. Follows up on actions to be accomplished by the team or themself, reports on the progress of actions, actively

participates in the recognition of work carried out.

Supports the Customer Service Manager in the daily activities and acts as a replacement in the absence of the Customer Service Manager

Participates in production meetings and report to the team and manager any information that could impact the team or customers

Acts as a last-level intervention for a difficult call or situations before escalading to manager

Manages customer complaints or situations with a product (quality/quantity/types), delivery, warranty, etc, by initiating a corrective or preventive actions request (CAR/PAR)

Identify improvement opportunities affecting directly or indirectly the functions, that of colleagues or other department, assesses needs and proposes solutions

Create, maintain and update the department processes

Participates in the evaluation and implementation of the necessary tools and training so the team has everything necessary to succeed in their tasks

Participates and supports the manager in the various meetings

organized with key network leaders

Participates in setting the objectives and achievements of the department

Understands KPIs and works to achieve personal goals as well as those of the department

Supports Manager when applying disciplinary measures or performance problems

Answers calls and emails from locations concerning weekly orders; shipment; products; quality issues; commercial orders, etc.

Order Management

• Manages orders in back-orders situation. If necessary, change the dates on the orders, discuss with the concerned department (if necessary) recommend specific actions (when applicable), inform customers of the situation

Replies to technical requests from the stores and, if necessary, validates the information with the concerned department and advises the customer(s)

Revises orders and additions to orders received by stores into the computer system

Complies with the health and safety standards in force in the organization

Other duties as assigned Education and/or Experience

• A Bachelor's degree preferred, however, an equivalent combination of education and experience or two years of college level courses or significant related experience may substitute for education

A minimum of two to three years of experience in customer service leadership

Excellent Interpersonal communication skills

Able to operate in a dynamic fast paced environment and adapt to a changing environment

Strong time management skills

Language Skills

• Ability to communicate clearly and concisely; ability to read and interpret documents

Computer Skills

• Knowledge of computer workstations and peripheral equipment; knowledge of database, spreadsheet, PC-based computing experience, Microsoft Office, Internet and essential and word processing software

Ability to work with minimal supervision

Seeks continuous improvement, with an innovative and collaborative mind-set

Some travel may be required to the St-Eustache, Quebec facility. Passport required

Ability to work in a sedentary position for an extended period of time Capacity to lead and support a team

Exhibits sound and accurate judgment, include appropriate people in decision-making process and makes timely decisions

Capacity to maintain positive and efficient relationship between team members, internal and external customers

Ability to work with minimum supervision, resourceful and proactive

Ability to identify improvement opportunities and create action plans to implement the solutions

Ability to remain calm under stress

Resourceful when in front of unforeseen problems

Active listener, ability to negotiate and persuade

Positive attitude and diplomacy

Strong organizational skills to be able to keep up with various customer needs and conduct follow-ups in a timely manner

Team spirit