Customer Service Team Lead

Magnet Search Group Inc.; Mississauga; On-site; CAD 45,000 - 60,000; Full time

Job summary

Magnet Search Group Inc. is seeking a Customer Service Rep & Team Lead for the Mississauga head office. The role focuses on delivering courteous, efficient service and leading the Customer Care team in partnership with the Supervisor.

You will manage calls, process orders, nurture relationships with customers and sales teams, and drive revenue through outbound activity while improving order desk efficiency in a bilingual environment.

Qualifications

• High school diploma required; college/university degree asset preferred.
• 2+ years of customer service experience is expected.
• Experience managing people is an asset.
• Experience in consumer goods or automotive lubricants is an asset.
• Strong PC and Microsoft Office skills; familiarity with CRM/ERP systems.

Responsibilities

• Provide excellent customer service across all interactions with customers and internal stakeholders.
• Process customer orders via calls, email, and other channels using the ERP system.
• Develop and maintain solid relationships with customers and sales teams.
• Support assigned customers to grow annual sales performance and order size.
• Oversee order accuracy and resolve customer questions promptly.
• Log cases in CRM to track incidents and inquiries.

Skills

Bilingual French/English

Customer service

Leadership

Education

High school diploma

College/university degree asset

Tools

Microsoft Dynamics AX

Salesforce

Job description

Magnet is helping our client, a North American Consumer Product Organization look for a Customer Service Rep & Team Lead to join their growing business and work out of their Mississauga Head Office. This individual will provide courteous, efficient, and prompt customer service to customers, internal key stakeholders, and provide leadership for the Customer Care team in partnership with the Supervisor. Tasks include managing incoming calls, requests and order processing as well as making outbound calls to customers. You will develop strong relationships with customers and internal sales & supply chain teams to help the business achieve team goals.

Customer Care Accountabilities:

• Provide excellent customer service across every aspect of the job
• Process customer orders through incoming calls, email and other channels using the ERP system
• Responsible for developing and maintaining solid relationships with both customers and the sales team
• Support specific assigned customers to nurture and grow annual sales performance
• Oversee order management accuracy with a focus on enhancing order size
• Resolve customer questions and manage troubleshooting with speed and professionalism
• Log Cases in CRM system to track all customer incidents and inquiries
• Perform administrative tasks including customer activations, credits & rebills
• Engage in revenue generating outbound calls, including retention and lead qualification
• Make informed decisions about pricing exceptions

Team Lead Specific Accountabilities:

• Assisting manager in training new CSRs or new processes
• Assisting Manager is sending out communication to team on reminders
• Assisting the manager by being the lead in business orders and prioritizing tasks and priorities. Also following up with CSRs to action items in a timely manner
• Assisting manager in attending internal meetings on their behalf when necessary
• Assisting backing up manager when on holidays – Focus on priorities and efficiencies within the department to ensure customer service is for front and team and order desk is moving effectively and efficiently
• Backup to manager in resolving escalated customer issues when manager is on holidays
• Backup to manager on delegating tasks when manager is not on site
• Fully Bilingual (French/English)
• Customer focused and dedicated to exceeding the expectations of internal and external customers
• Leadership skills & strong ability to prioritize
• Coaching & Mentoring
• Accountability
• Problem solving
• Proven ability to multi-task, prioritize, and manage varied, time sensitive workloads
• Strong organizational skills to allow for the successful completion of multiple tasks
• Self-starter with a strong desire to see results
• Team player with positive attitude
• Proven agility, flexible and able to adapt to new challenges and procedures

Education / Experience:

• High school diploma required. College diploma and/or University degree an asset & preferred
• A minimum of 2 years Customer Service experience
• Experience managing people an asset
• Experience working in a consumer packaged goods or automotive lubricants environment is an asset
• Superior PC and Microsoft Suite skills
• Experience or familiarity with Microsoft Dynamics AX and Salesforce would be an asset