Customer Service Lead

Targeted Talent; Canada; Hybrid; CAD 80,000 - 100,000; Full time

Job summary

A dynamic staffing agency in Canada seeks a Customer Service Lead to oversee and assist customer service employees. You will manage the department, create guidelines, and conduct performance evaluations. Candidates should have a relevant degree and significant experience in customer success, ideally in manufacturing. This role involves up to 30% travel and offers a remote work option.

Qualifications

• At least five years of customer success experience required.
• At least two years of experience in a supervisory role preferred.
• Experience in the Food & Beverage or Consumer Packaged Goods domain preferred.

Responsibilities

• Help build the infrastructure and standard operating procedures for the department.
• Manage the department and ensure compliance with quality of service guidelines.
• Conduct performance evaluations and handle discipline as needed.

Skills

Excellent communication and presentation skills

Problem resolution skills

Organized and detail-oriented

Customer service procedures knowledge

Experience in supervisory role

Education

Bachelor's degree in business, technology or similar

Tools

Salesforce

MS Office (Excel)

Job description

Job Summary:

The Customer Service Lead will oversee and assist customer service employees in the performance of their job duties such as responding to customer inquiries and resolving issues or complaints.

Duties/Responsibilities:

• Help build the infrastructure and standard operating procedures for the department
• Help create company guidelines particularly related to quality of service
• Manage the department and ensure the team complies with company guidelines particularly related to quality of service.
• Prepare knowledge-based documents such as summaries and responses to frequently asked questions.
• Hire entry-level customer service employees.
• Train new employees in the company's customer service policies, procedures, and best practices.
• Organize and oversee the schedules and work of the department.
• Conduct performance evaluations that are timely and constructive.
• Handle discipline and termination of employees as needed and in accordance with company policy.
• Monitor or review calls or other correspondence between representatives and customers.
• Ensure that representatives are informed about changes to company products and services.
• Collect data and prepares reports on customer complaints and inquiries.
• Prepare monthly reports summarizing the assigned customer service teams performance.
• Assist with budget preparation for the Customer Service department.
• Perform other related duties as assigned.

Required Skills/Abilities:

• Bachelor's degree in business, technology or similar
• At least five years of customer success experience required.
• At least two years of experience in a supervisory role preferred.
• At least two years of experience in customer service or customer success in the manufacturing industry
• Excellent communication and presentation skills
• Must be personable and enjoy working with people in an entirely customer-facing role
• Knowledge of project management/delivery methods and tools
• Organized, detail-oriented, and able to support many clients at once. Ability to deal with ambiguity and structure the unstructured
• Demonstrated ability to work both collaboratively as part of a team and independently with minimal supervision
• Strong problem resolution skills and proven ability to engage and interact with internal teams to resolve client issues
• Work logically to diagnose and resolve basic to intermediate issues and recognize circumstances that require escalation
• Comfortable using and learning software, including MS Office (Excel), multiple internet browsers, ticketing/tracking systems
• Experience in the Food & Beverage or Consumer Packaged Goods domain preferred
• Experience with Salesforce (or other CRM) desired
• Ability to travel (job requires up to 30% travel)
• Comfortable working as needed in a remote environment with video-conferencing tools
• Excellent management and supervisory skills.
• Excellent verbal and written communication skills.
• Extensive knowledge of customer service procedures and principles.
• Organized with attention to detail.
• Ability to resolve customer complaints and issues while maintaining a professional and calm demeanour.
• Ability to coach and mentor customer success representatives.