Team Lead, Customer Service

MWI Animal Health; Canada; Remote; CAD 70,000 - 95,000; Full time

Job summary

AmerisourceBergen's Innomar Strategies unit in Canada seeks a Team Lead, Customer Service to oversee daily operations, coach a team of representatives, and ensure a high-quality patient and provider experience.

You will monitor workflows, manage escalations, report on KPIs, and partner with other departments to drive improved service levels in a remote-capable environment across Canada.

Qualifications

• 4+ years of customer service experience
• 1+ years of leadership, supervisory, or mentoring experience
• Experience using CRM systems and Microsoft Office tools
• Strong problem-solving and conflict-resolution skills
• Bilingual in English and French is an asset

Responsibilities

• Lead, coach, and support a team of customer service representatives
• Monitor daily workflows, queues, and service levels to ensure timely issue resolution
• Handle escalated customer concerns with professionalism and urgency
• Provide ongoing feedback, training, and performance coaching to team members
• Assist with onboarding new employees and supporting team development
• Track and report on key performance indicators such as response times, resolution rates, customer satisfaction, and productivity
• Identify process improvement opportunities to enhance service quality and efficiency
• Collaborate with other departments to resolve complex customer issues
• Ensure compliance with company policies, procedures, and service standards
• Support scheduling, workload balancing, and coverage planning

Skills

Team leadership

Problem-solving

Communication

Time management

Collaboration

Education

Bachelor’s degree in business, communications, or related field

Tools

CRM systems

MS Office

Job description

## Team Lead, Customer ServicePostuler: Remote, ON: Temps Plein: Publié aujourd'hui: R2617706**À propos de Cencora**Cherchez-vous à faire une différence dans la vie d’un patient? Chez AmerisourceBergen, vous trouverez une culture innovante et collaborative, axée sur le patient et soucieuse de faire la différence. En tant qu’organisation nous sommes unis par notre responsabilité d’œuvrer pour des vies plus saines. Joignez-vous à nous et postulez dès aujourd’hui!# ****Ce que vous ferez****This role is in support of Cencora’s patient and provider support and pharma commercialization services in Canada marketed through our Innomar Strategies business.The Team Lead, Customer Service is responsible for overseeing daily customer service operations, supporting team performance, and ensuring a high-quality customer experience. This role serves as a point of contact for escalations, coaches team members, monitors service levels, and helps drive continuous improvement across processes and customer interactions. **Responsibilities:** * Lead, coach, and support a team of customer service representatives* Monitor daily workflows, queues, and service levels to ensure timely issue resolution* Handle escalated customer concerns with professionalism and urgency* Provide ongoing feedback, training, and performance coaching to team members* Assist with onboarding new employees and supporting team development* Track and report on key performance indicators such as response times, resolution rates, customer satisfaction, and productivity* Identify process improvement opportunities to enhance service quality and efficiency* Collaborate with other departments to resolve complex customer issues* Ensure compliance with company policies, procedures, and service standards* Support scheduling, workload balancing, and coverage planning**Qualifications** * Bachelor’s degree in business, communications, or a related field preferred* 4+ years of customer service experience* 1+ years of leadership, supervisory, or mentoring experience preferred* Strong problem-solving and conflict-resolution skills* Excellent verbal and written communication skills* Ability to manage multiple priorities in a fast-paced environment* Experience using customer service platforms, CRM systems, and Microsoft Office tools* Strong analytical skills with the ability to interpret performance metrics* Bilingual in English and French is an asset **Required Skills** * Team leadership and motivation* Customer issue resolution* Coaching and employee development* Performance management* Process improvement* Time management and organization* Collaboration and cross-functional communication* Decision-making and accountability **Preferred Characteristics** * Customer-focused mindset* Calm under pressure* Adaptable and proactive* Detail-oriented* Positive and professional attitude **Work Environment** * Remote position and may on occasion require in office availability.* May require flexibility in schedule based on team coverage and customer demand.**Ce qu’AmerisourceBergen offre** Nous offrons une rémunération globale concurrentielle. Notre engagement envers nos associés comprend l’offre de programmes d’avantages sociaux complets, diversifiés et conçus pour répondre aux divers besoins de l’ensemble de nos associés. Grâce à notre présence mondiale et nos diverses unités commerciales, nous avons une approche équilibrée des avantages que nous offrons. De nombreux avantages sociaux sont payés par l’entreprise, tandis que d’autres sont offerts par les cotisations des associés. Les offres d’avantages sociaux spécifiques peuvent varier selon l’emplacement, le poste ou l’unité d’affaires.Temps Plein**Égalité d’accès à l’emploi**AmerisourceBergen s'engage à offrir des possibilités d'accès à l'emploi égales sans égard à l’origine ethnique, à la couleur, à la religion, au sexe, à l’orientation sexuelle, à l’identité de sexe, aux renseignements génétiques, à la nationalité, à l'âge, aux handicaps, au statut de vétéran ou à l’adhésion à toute autre classe protégée par la loi fédérale, d’État ou locale.# **Politique sur l’accessibilité***AmerisourceBergen a adopté des pratiques d’emploi justes et accessibles.* Sur demande, AmerisourceBergen offrira des mesures d’adaptation aux personnes handicapées durant les processus de recrutement, d’évaluation et d’embauche et tout au long de leur emploi.This posting is intended to fill an existing vacancy for our Team Lead, Customer Service role.