Customer Service Team Lead

Goldbeck Recruiting; City of Langley; On-site; CAD 60,000 - 75,000; Full time

Job summary

An established industry player is seeking a dynamic Customer Service Manager to lead a team in a fast-paced environment. This role involves coaching representatives, implementing sales strategies, and ensuring exceptional customer service. With a strong focus on the food and consumer goods industries, this innovative firm offers a diverse product portfolio and is committed to sustainability. Join a company that values leadership and teamwork, and enjoy benefits like extended health care, paid vacation, and an employee assistance program. If you have a passion for customer service and a knack for leadership, this opportunity is perfect for you.

Benefits

3 weeks paid vacation

Extended health care

Dental care

Life insurance

Employee assistance program

RRSP matching program

Vision care

On-site parking

Employee appreciation days

Qualifications

• 3+ years of experience in B2B sales or customer service, ideally in packaging.
• Proven leadership experience managing customer service teams.

Responsibilities

• Lead and support a team of Customer Service Representatives to meet goals.
• Implement sales strategies and maintain CRM data for pipeline management.

Skills

B2B Sales Experience

Customer Service

Leadership Skills

Communication Skills

Problem-Solving Skills

Critical Thinking

Education

Post-Secondary Education in Business

Marketing Degree

Tools

MS Office

CRM Systems

Job description

About the client:

Our client, headquartered in British Columbia, is a leading provider of high-quality printing and flexible packaging solutions, serving clients across North America. With a strong focus on the food and consumer goods industries, the company offers a diverse product portfolio that includes resealable and compostable lidding films, snack food packaging, stand-up pouches, adhesive labels, and lumber tags. As an industry innovator, it was among the first to adopt water-based inks for wide-web flexible packaging, reflecting its commitment to sustainability and environmentally responsible practices.

Responsibilities

• Lead, coach, and support a team of Customer Service Representatives to meet sales and service goals.
• Develop strong product knowledge and stay updated on industry trends.
• Implement sales strategies and support lead generation and cold-calling efforts.
• Maintain and analyze CRM data for sales activity and pipeline management.
• Resolve customer issues, disputes, and quality concerns promptly.
• Train CSRs on communication, problem-solving, and service procedures.
• Set and monitor team goals and key performance metrics (e.g., sales revenue, customer satisfaction).
• Identify process improvements to enhance productivity and service quality.

Qualifications

• Post-secondary education in business, marketing, or related field.
• 3+ years of B2B sales or customer service experience, ideally in packaging, printing, or similar industries.
• Proven leadership experience managing customer service teams.
• Proficient in MS Office and CRM systems.
• Strong communication, problem-solving, and critical thinking skills.
• Knowledge of market trends and customer service best practices is an asset.

Salary: Up to $75,000 (Negotiable)

Benefits:

• Benefits: 3 weeks paid vacation
• Extended health care
• Dental care
• Life insurance
• Employee assistance program
• RRSP matching program
• Vision care
• On-site parking
• Employee appreciation days - lunches/snacks/treats