Customer Experience Team Lead — Growth & Mentorship

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

Benefits offered by this job

Comprehensive Benefits

Career Development

Advancement opportunities

Job summary

The Stevens Company in Canada is seeking a Customer Care Team Lead to plan, coordinate and support the frontline customer experience team and regional leadership to maintain and enhance relationships. You will recruit, train, and lead Customer Experience Representatives, work with management on strategies, and ensure high-quality service and efficiency across the department.

Role requires at least three years in medical or distribution sectors, strong communication, leadership skills, and a

Qualifications

• University degree in business, marketing, or related field.
• Minimum of three years of medical or distribution experience.
• Management or leadership experience preferred.
• Excellent written and verbal communication skills.
• Strong problem-solving and dependable performance.
• Able to work in a team and independently.
• Excellent attention to detail and quality.
• Good organizational and time-management skills.
• Positive attitude, strong work ethic, and lead by example.
• Proficient with Microsoft Office (Word, Excel, Outlook).
• Some travel may be required.

Responsibilities

• Recruit, interview, and hire Customer Experience Representatives.
• Train, mentor, assess, and retain personnel.
• Set goals and plans to enable staff to support internal and external customers.
• Collaborate with management to implement corporate strategies.
• Identify strategies to improve service quality, productivity, and profitability.
• Act as advocate to improve processes and remove barriers.
• Establish staff schedules and remote work structure.
• Analyze data to determine service outputs.
• Plan, prioritize and delegate tasks to ensure department functioning.
• Handle complex customer issues or escalations.
• Organize team meetings and training sessions.
• Approve vacation times considering department needs.
• Serve as main contact for manufacturer partners.
• Other duties as required.

Skills

Leadership

Communication

Problem solving

Teamwork

Detail oriented

Time management

Independent worker

Education

University degree in business, marketing

Tools

Microsoft Office

Job description

The Stevens Company in Canada is seeking a Customer Care Team Lead to plan, coordinate and support the frontline customer experience team and regional leadership to maintain and enhance relationships. You will recruit, train, and lead Customer Experience Representatives, work with management on strategies, and ensure high-quality service and efficiency across the department.

Role requires at least three years in medical or distribution sectors, strong communication, leadership skills, and a