On-Site Customer Service Lead – Maternity Coverage

Cornerstone Building Brands, Inc.; St. Thomas; On-site; CAD 55,000 - 65,000; Full time

Benefits offered by this job

Bonus

Benefits

On-site role

Job summary

Cornerstone Building Brands, North Star Windows & Doors, is seeking an experienced Customer Service Team Lead for maternity leave coverage at our St. Thomas, ON site. This full-time, on-site role starts January 2027 and leads the Service/Warranty team under the Service Manager.

You will coordinate workflow, coach the team, handle escalations, and drive customer experience excellence while partnering with dealers, contractors, and homeowners to resolve issues and improve service metrics.

Qualifications

• 3–5+ years in customer service, warranty, or service operations.
• 1–2+ years in team leadership, coaching or mentoring.
• Experience with dealers, contractors, or homeowners is an asset.
• Experience in window and door, building products, manufacturing, or construction is an asset.
• Experience in manufacturing/technical environments is an asset.

Responsibilities

• Oversee day-to-day workflow of the Service/Warranty team.
• Provide coaching and guidance to team members.
• Act as initial escalation for complex service issues.
• Ensure accurate documentation and prompt responses to service requests.
• Collaborate with production, shipping and quality control to resolve issues.
• Monitor KPIs and drive continuous improvement.

Skills

Team leadership

Coaching

Mentoring

Communication

Customer experience

Escalation handling

Time management

Tools

CRM software

ERP systems

Reporting tools

Job description

Cornerstone Building Brands, North Star Windows & Doors, is seeking an experienced Customer Service Team Lead for maternity leave coverage at our St. Thomas, ON site. This full-time, on-site role starts January 2027 and leads the Service/Warranty team under the Service Manager.

You will coordinate workflow, coach the team, handle escalations, and drive customer experience excellence while partnering with dealers, contractors, and homeowners to resolve issues and improve service metrics.