Customer Experience Team Lead

Imperial Dade; Calgary; On-site; CAD 55,000 - 75,000; Full time

Benefits offered by this job

Competitive salaries

Job summary

Imperial Dade Canada is seeking a Customer Experience Team Lead to support the Team Manager in delivering a smooth, connected customer experience across Sales, Operations and Inventory. You will respond to escalations, mentor CX staff, and drive process improvements in a fast-paced environment.

The role requires 5+ years in customer service and 4–7 years in related industry experience, with exceptional communication skills and a professional presence.

Qualifications

• Customer service experience 5+ years preferred.
• Industry experience 4-7 years preferred.
• Exceptional communication skills (verbal and written).
• Presents a professional and mature image.

Responsibilities

• Respond to and resolve escalated customer issues from internal departments (Sales, Ops, Inventory).
• Monitor daily workflow to ensure correct processes are followed.
• Train, coach and mentor CX team members and conduct regular quality evaluations.
• Identify workflow improvements to enhance customer experience and efficiency.
• Collaborate with internal teams to manage pricing, invoicing, credits and orders.

Skills

Customer service

Communication

Job description

Imperial Dade, 6040 11 Street Northeast, Calgary, Alberta, Canada

Job Description

Posted Monday, August 3, 2026 at 4:00 a.m.

Imperial Dade is a leading distributor of foodservice packaging, facilities maintenance supplies, printing papers, and equipment across North America. With a strong and growing presence in Canada, we proudly serve Canadian businesses and communities with the highest standards of quality, reliability, and service.

Imperial Dade Canada is deeply rooted in the country, with over 135 years of Canadian history and a workforce of 1,500 Canadian employees. Our operations span 35 locations from coast to coast, including Saint John, Newfoundland and Vancouver, British Columbia—ensuring efficient service and local support nationwide. We are incorporated in Canada, and our 100% Canadian leadership team ensures that decisions for Canada are made in Canada.

Trusted by Canadian Businesses

We are a key distributor partner to many Canadian manufacturers, supporting long-standing relationships and ensuring the timely availability of high-quality products. Our Canadian customer service team understands the unique needs of Canadian businesses and delivers tailored solutions with a local touch.

Imperial Brady Canada has a job open in Western Canada. The Customer Experience Team Lead (CXTL) assists the Team Manager to deliver a smooth, connected and consistent customer experience. As a subject matter expert, the CXTL will respond to and resolve escalated issues and/or unique or complex requests from customers and internal departments i.e. Sales, Operations, and Inventory Management. The CXTL willmonitor daily workflow and ensures that correct processes and procedures are followed. Additionally, the CXTL identifies workflow improvements to enhance the team’s efficiency, ensure customer expectations are met, and will continually strive to improve the customer experience. The CXTL will train, coach, and mentor CX team members. The CXTL will contribute to moderately complex aspects of a project, will assist with scheduling, conduct quality assurance evaluations, and will generally work independently although is collaborative in nature. A CXTL should possess exceptional knowledge of the industry and organization and will typically have been with the company for at least 5+ years.

Responsibilities:

• Has successfully mastered CXSP responsibilities and will perform in this capacity as needed; is recognized by peers to be subject matter expert (SME).
• Liaise with internal teams such as sales, operations, inventory management and credit to identify areas for customer experience improvement.
• Strengthen relationships with internal teams by maintaining open lines of communication.
• Identify, monitor and resolve problematic customer issues including service failures.
• Timely resolution of issues by working effectively with all functional areas (Sales, Ops, Finance, etc.) to satisfy customer needs. Manage resolution of pricing, invoicing, credits, payments, shipping discrepancies, and other complex inquiries for customer with appropriate personnel.
• Build customer loyalty and confidence by:
• Proactively connecting with customers to identify opportunities for improvement and recommends changes in process and procedures based on feedback.
• Sharing expertise with team members on best practices for proactive customer communication, experience, issue resolution, and critical thinking.
• Consistently achieve performance goals as set out by management.
• Develop personal capabilities using existing training opportunities.
• Participate in scheduled training of system enhancements, applications, products, new processes and procedures.
• Monitor CXP daily workflow & ensures correct processes and procedures are followed.
• Solves a range of complex and overall challenging problems; analyzes possible solutions using standard operating procedures.
• Works with CXTM and CX Training and Instructional Design Coordinator to implement and lead departmental initiatives and training requirements i.e. Vendor training.
• Train and mentor team members; conducts regular 1x1 quality assurance evaluations to identify areas for improvement and drives CX vision and purpose.
• Implement new processes, policies, & procedures; ability to lead others.
• Responsible for special project work or additional responsibilities as assigned.
• Supports Team Manager as required – assist Management with CXP team daily activities i.e. timely order processing, confirmations, order tracking/status updates, product availability, and all other internal and external customer inquiries.
• Delegation of approval during Manager absences.
• Assist with the recruitment and selection of new hires within the department.
• Assists in on-boarding new CXP’s and new customer accounts.
• Performs other related duties and responsibilities as required or assigned.

Qualifications:

• Customer Service experience 5+ years preferred.
• Industry experience 4-7 years preferred.
• Presents a professional and mature image.
• Positive influence amongst peers & colleagues – demonstrates the Imperial Brady values.
• Exceptional customer experience skills (friendly, courteous, proactive and helpful).
• Exceptional communication skills (active listening, verbal and written).
• High level of detail & quality of work output; exceptional decision quality.
• Works well under pressure, proven ability to excel in a fast-paced environment.
• Proven ability to recognize, analyze and resolve issues/service failures independently.
• Proven ability to prioritize and consistently achieve goals as set out by management.
• Strong time management and organizational skills – speed, flexibility and agility.
• Demonstrates a collaborative approach when working with others.
• Demonstrated ability to problem solve and see an issue through until the end.
• Demonstrates a willingness to learn and adheres to Imperial Brady’s core values.
• Exceptional computer proficiency on a variety of systems including but not limited to: WPCRM, Microsoft Office Suite, S2K, Track POD, and InfoSource.
• Demonstrated ability to develop training, coaching and peer to peer mentoring skills.
• Consistently exhibits high level of motivation and exceptional follow-up.
• Strong team player with ability to diffuse sensitive situations with tact and diplomacy.
• Exceptional understanding of Imperial Brady products, services, processes and procedures.
• Demonstrates leadership qualities such as: managing conflict, coaching, counseling, critical thinking, ensures accountability, and negotiation skills.
• Ability to identify and elevate issues to management or other related departments.
• Contribute to providing a safe work environment.

Working/Other Conditions:

• Indoor office environment.
• Ability to work in a fast-paced environment.
• Prolong periods of sitting, and computer and phone use.

At Imperial Dade,we offer an exciting environment in which to work, learn, and grow professionally. We are excited to continue to invite talented individuals with a passion for excellence to join our team. As a family-owned and operated company, we value our people and strive to create rewarding career opportunities by offering competitive salaries and benefits.

Imperial Dade is an EEO Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender identity, sexual orientation, pregnancy, status as a parent, national origin, age, disability (physical or mental), family medical history or genetic information, political affiliation, military service, or other non-merit based factors. If you require any support in the application process, including disability accommodation, please contact [e-mail].