Team Lead, Customer Service
2 weeks ago
If so, we are interested in your expertise We are currently looking for a Team Lead, Customer Service. This is an ideal position for a customer centric professional who wants to join a dedicated, motivated, and innovative team.
In summary, what does the role entail?
In addition of being a Customer Service Agent, the Team Lead supports the Customer Service Manager in the daily activities and acts as a replacement in the absence of the Customer Service Manager. They act as the primary contact for our Tennessee factory and as such participate in production meetings and report to the team and manager any information that could impact the team or customers. They advise and support customer service agents before escalading any situations to the manager. They are responsible for providing customers with quality information on the programs, products, services, and procedures in place. They develop relationships with clients in order to establish bonds of trust. They identify customer needs in order to recommend the appropriate products or services. They work in collaboration with other departments to find solutions to problems and maintain open communication with affected customers.
Responsibilities
Organizes, prepares, and documents department team meetings. Follows up on actions to be accomplished by the team or themself, reports on the progress of actions, actively participates in the recognition of work carried out.
Support the Customer Service Manager in the daily activities and acts as a replacement in the absence of the Customer Service Manager
Participate in production meetings and report to the team and manager any information that could impact the team or customers
Act as a last-level intervention for a difficult call or situations before escalading to manager
Manage customer complaints or situations with a product (quality / quantity/ types), delivery, warranty, etc., by initiating a corrective or preventive actions request (CAR/PAR)
Identify improvement opportunities affecting directly or indirectly the functions, that of colleagues or other department, assesses needs and proposes solutions
Create maintain and update the department processes
Participate in the evaluation and implementation of the necessary tools and training so the team has everything necessary to succeed in their tasks
Participates and supports the manager in the various meetings organized with key network leaders
Participate in setting the objectives and achievements of the department
Understand KPI and work to achieve personal goals as well as those of the department
Support Manager when applying disciplinary measures or performance problems
Answer calls and emails from locations concerning weekly orders; shipment; products; quality issues; commercial orders, etc.
Order Management - Manages orders in back-orders situation. If necessary, change the dates on the orders, discuss with the concerned department (if necessary) recommend specific actions (when applicable), inform customers of the situation
Reply to technical requests from the stores and, if necessary, validate the information with the concerned department and advise the customer(s)
Revise orders and additions to orders received by stores into the computer system
Comply with the health and safety standards in force in the organization
Other duties as assigned
Qualifications
To perform this successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals and with disabilities to perform the essential Ability to work with minimal supervision.
Education and/or Experience – A Bachelor's degree preferred, however, an equivalent combination of education and experience or two years of college level courses or significant related experience may substitute for education
A minimum of two to three years of experience in customer service leadership
Excellent Interpersonal communication skills
Able to operate in a dynamic fast paced environment and adapt to a changing environment
Strong time management skills
Language Skills – Ability to communicate clearly and concisely; ability to read and interpret documents
Computer Skills – Knowledge of computer workstations and peripheral equipment; knowledge of database, spreadsheet, PC based computing experience, Microsoft Office, Internet and essential and word processing software
Ability to work with minimal supervision
Seeks continuous improvement, with an innovative and collaborative mind-set
Some travel may be required to the St-Eustache, Quebec facility. Passport required
Ability to work in a sedentary position for an extended period of time
Demonstrated Skills
Capacity to lead and support a team
Exhibits sound and accurate judgment, include appropriate people in decision-making process and makes timely decisions
Capacity to maintain positive and efficient relationship between team members, internal and external customers
Ability to work with minimum supervision, resourceful and proactive
Ability to identify improvement opportunities and create action plans to implement the solutions
Ability to remain calm under stress
Resourceful when in front of unforeseen problems
Active listener, ability to negotiate and persuade
Positive attitude and diplomacy
Strong organizational skills to be able to keep up with various customer needs and conduct follow-ups in a timely manner
Team spirit
Technologies
Proficient in MS Office applications.
About Us: Bath Fitter is the first choice, industry leader in bathroom renovations, and has been manufacturing and installing premium quality acrylic bathtubs and seamless bath wall systems since 1984, with locations in US, CAN and EU. Proud to be certified as a Great place to work®.
Celebrating 40 years in business and STILL GROWING
Join the Bath Fitter team and embark on a journey where your skills will be celebrated, your ambition rewarded, and your potential unleashed.
Bath Fitter thanks all candidates for their interest; however, only those selected to continue in the process will be contacted.
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$20 - $28 / hour
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