Bilingual Customer Care Team Lead

Description

Bilingual Customer Care Team Lead
Full-time, Permanent

LOCATION: MISSISSAUGA, ON (100% ON-SITE)
HOURS: MONDAY TO FRIDAY, 40-HOUR WORK WEEK
Work Schedule: Primary shift: 9am-5pm
SALARY: up to 80K + 7% Bonus
REPORTING MANAGER: Customer Care Team Supervisor

About Our Client

Our client is a leading Canadian supplier of automotive, heavy-duty, and industrial products. They are currently seeking a Customer Care Team Lead to support their growing team and ensure a high standard of customer experience.

Why Join Our Client’s Team?

• Competitive total compensation — based on experience
• Comprehensive health and dental benefits
• Mental wellness support
• Employer contribution to retirement savings
• Fitness & wellness reimbursement
• Educational assistance and professional development support
• Paid time off including vacation and personal days
• Community involvement initiatives
• A collaborative and inclusive workplace culture featuring:
• Team events and celebrations
• Holiday gatherings
• Lunch & Learns
• Employee recognition programs

Responsibilities

ABOUT THE ROLE:

The Customer Care Team Lead provides courteous, efficient, and prompt customer service to customers, key internal stakeholders, and provides leadership for the Customer Care team in partnership with the Supervisor, by assisting in ensuring the department operates efficiently and priority tasks are managed and completed in a timely manner. Other tasks include managing incoming calls, requests and order processing as well as making outbound calls to customers. Develops strong relationships with our customers and internal sales & supply chain teams to help achieve our 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 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

Qualifications

Key Competencies:

• 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
• Conflict resolution
• Accountability
• Collaboration skills
• Delegation skills
• Problem solving
• Excellent written and verbal communication
• 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

Experience Requirements

Education / Experience:

• High school diploma required. College diploma and/or University degree an asset
• 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