Customer Care Team Lead

The Stevens Company Limited; Surrey; On-site; CAD 54,000 - 66,000; Full time

Benefits offered by this job

Comprehensive benefits

Career development

Opportunities for advancement

Job summary

The Stevens Company Limited is seeking a Customer Care Team Lead to guide the frontline Customer Experience team and regional leadership. This role focuses on recruiting, training and supporting staff to maintain strong customer relationships, while aligning with corporate goals and operational targets in Canada.

You will work to improve service quality, productivity and profitability, while coordinating with management on strategy, scheduling and remote work structure.

Qualifications

• University degree in related field (business, marketing) or comparable industry experience.
• Excellent communication skills, written and verbal.
• Management or leadership experience preferred.
• Ability to lead by example and manage multiple priorities.

Responsibilities

• Lead recruitment, interviewing and hiring of Customer Experience Representatives.
• Train, mentor, assess and retain Customer Experience staff.
• Set goals and plans to enable staff to support internal and external customers.
• Coordinate with management and implement corporate strategies.
• Identify and implement strategies to improve service quality, productivity and profitability.
• Serve as advocate for staff to improve internal processes and remove barriers.
• Establish staff schedules, hours and remote work structure as needed.
• Analyze data to determine service outputs and performance.
• Plan and delegate work to ensure proper department functioning.
• Field questions on pricing, product equivalents, vendors, and procedures.
• Handle complex escalations and customer complaints.
• Ensure resources and tools are available for high-quality delivery.

Skills

Leadership

Communication

Problem-solving

Teamwork

Time management

MS Office

Education

University degree in business/marketing

Tools

MS Office (Word, Excel, Outlook)

Job description

Compensation: From $60,000 CAD + additional benefits

Join Our Team

Here at Stevens, we are more than just a leading Canadian medical supply distributor—we are driven by purpose. Our mission is to bring innovative, top quality, affordable products and services to healthcare providers in an effective manner, and we know that starts with our people. The Stevens Company has been helping to shape Canadian healthcare for over 150 years, and each employee plays a key role in providing the exceptional service and comprehensive healthcare solutions we set out to achieve every day.

Position Overview

In alignment with corporate goals and strategies, the Customer Care Team Lead is responsible for planning, coordinating, and supporting the activities of the frontline customer Experience team and regional leadership team to maintain and enhance customer relationships and meet organizational and operational objectives.

Responsibilities

• In alignment with other organizational stakeholders, responsible for the recruiting, interviewing and hiring of Customer Experience Representatives
• Training, mentoring, assessment, and retention of Customer Experience personnel
• Establish goals, objectives and plans to enable Customer Experience personnel to successfully support the customers, both internal and external.
• Liaise with company management, and communicate and implement corporate strategies where applicable
• Identify and implement strategies to improve quality of service, productivity, and profitability
• Act as an advocate for Customer Experience personnel to improve internal processes and remove barriers
• Establish structure for staff regarding break and lunch schedules, daily hours, and remote work structure
• Analyze relevant data to determine service outputs.
• Plan, prioritize and delegate work tasks to ensure proper functioning of the department
• Support Customer Experience personnel by fielding questions in areas such as but not limited to pricing, product equivalents, vendors, process & procedures, as well as authorizing requests
• Handle complex and/or escalated customer issues or complaints
• Ensure plans are in place and deadlines are met regarding time-bound requests and necessary resources and tools are available for high-quality customer service delivery
• Organize team meetings and training sessions on a periodic basis regarding focus products, internal information etc.
• Approval of vacation time while taking into consideration the departments’ needs
• Act as a key point of contact for manufacturer partners
• Additional duties and responsibilities as required by management

Qualifications

• University degree in related field (business, marketing); or comparable industry experience.
• Minimum of three (3) years of medical or distribution experience is an asset.
• Management experience or related leadership experience by a record of involvement in team, fraternal or philanthropic organizations-in a leadership role is preferred.
• Excellent communication skills, written and verbal.
• Strong problem-solving skills, accountable and dependable.
• Able to work in a team environment as well as independently.
• Exceptional attention to detail and quality of work.
• Good organizational, time management and prioritizing skills.
• Ability to demonstrate a positive attitude, strong work ethic and lead by example.
• Ability to handle multiple priorities and tasks.
• Proficient in using a computer, including but not limited to Microsoft Office (Word, Excel, Outlook)
• Infrequent travel may be required.

Success begins with the people who work towards it. When they feel valued, supported and empowered to reach their own potential, new ideas and innovations can thrive.

Therefore, we are committed to providing a comprehensive benefits and employee program that supports:

• Comprehensive Benefits: Full-time employees and their families receive robust coverage including extended health and dental plans and life insurance.
• Career Development: Professional growth opportunities.
• Opportunities for Advancement: We actively support internal growth and skill development to help you build a lasting career with us.

Why Work at Stevens?

Diversity, equity, and inclusion are core to who we are. We respect, value and celebrate people from all backgrounds, and are committed to ensuring all feel supported and empowered to reach their full potential. We do not tolerate discrimination of any kind and foster a culture of respect and inclusion. Diverse viewpoints spark innovation and help deliver creative solutions; at The Stevens Company we celebrate diversity and recognize our staff for their abilities.

Get Involved!

Definitely not all work and no play, here at Stevens we love to get involved in activities that promote community, connection and good fun! Our Social Committee does a fantastic job of organizing various activities, games and events throughout the year, including but not limited to; STEVENGO, Family & Friends events, spirit days, holiday events and various fun-filled initiatives to support charities both local and national we are proud to partner with.

Grow With Us

If you’re passionate about helping others, thrive in a supportive and inclusive team environment, and want to be part of a company making a real difference in Canadian healthcare, we’d love to hear from you.