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Customer Service Team Lead
2 months ago
We are seeking a highly skilled and experienced Customer Service Team Lead to join our team at Stella-Jones. As a key member of our customer service department, you will be responsible for leading and managing a team of customer service representatives to deliver exceptional service experiences to our clients.
Key Responsibilities- Team Leadership: Supervise and lead a team of customer service representatives to ensure they are well-trained, motivated, and equipped to handle customer inquiries and issues effectively.
- Performance Management: Set clear performance expectations for the customer service team and individual representatives, monitor and assess team performance, and provide regular feedback and coaching.
- Issue Resolution: Handle escalated customer inquiries or complaints, ensuring timely and satisfactory resolution, and provide support and guidance to team members in handling complex or challenging customer issues.
- Process Improvement: Identify opportunities for process optimization and efficiency improvements within the customer service department, and implement best practices to enhance workflows, reduce response times, and improve overall service delivery.
- Communication: Facilitate communication within the customer service team and with other departments, and keep the team informed about changes in policies, procedures, or products.
- Five (5) or more years of overall customer service or inside sales support experience required.
- Supervisory, team lead, mentoring, or training experience within customer service highly preferred.
- Industry experience in wood products, industrial products, utilities, or another B2B industry highly preferred.
- High school diploma or GED required; Bachelor's degree preferred.
- Intermediate Excel skills required, including creating formulas, pivot tables, and V-lookups.
- SAP experience highly preferred.
- Targeted starting base salary range: $58,000 to $68,000.
- Annual profit sharing (bonus) program opportunity.
- 401(k) savings plan with generous Company match (150% on the first 4% deferred).
- Comprehensive total benefits package with 3 medical plans to choose from.
- Several company-paid benefits including: dental and vision coverage, life insurance and Accidental Death & Dismemberment (AD&D) policies, long-term disability coverage, and access to a robust employee assistance program.
