Customer Service Team Lead

Medline Industries, LP•Mississauga, ON

1d•CA$62,200 - CA$93,200•Onsite

About The Position

Reporting to the Customer Service Manager, this individual is responsible for motivating, coaching and providing assistance to the Customer Service Representatives. A customer service team lead offers direction and guidance while identifying representative’s challenges creating strategic action plan.

Requirements

Exceptional listening and problem resolution skills; strong organizational skills and ability to work independently
Ability to multi-task and effectively manage priorities
Ability to work under pressure in an ever changing and dynamic environment
Proficient with Microsoft Word, and other Office applications
Excellent communication and interpersonal skills (verbal and written)
Works and communicates well in a team environment
For Quebec, French is required

Responsibilities

Empowers team members with skills to improve their confidence, product knowledge and communication skills towards achieving operational goals
Oversees and assists the day-to-day functions of the Customer Care staff
Assisting with the development, implementation and training of policies ensuring all staff abide to the policies
Manage, assess and ensure customer calls, emails and EDI’s are handled and answered in a timely manner.
Identifies customer needs to achieve satisfaction.
Provides solutions to identified gaps
Maintain in-depth working knowledge of the company’s brands, systems and processes
Monitor business and metrics to measure and manage customer service effectiveness
Works alongside Sales, Purchasing, Canada Logistics and Operations to ensure product flow through and to fulfil and satisfy customer order completion
Create a pleasant working environment that inspires the team

Benefits

Market competitive compensation and benefits plan, including LTD & Insurance
RRSP with a company match
Annual Employee Appreciation Week
Paid vacation and personal days
Employee Assistance Program (EAP)
Resources supporting mental, physical, family and financial well-being
Career growth and training programs
Open communication with Senior Leaders
Tailored incentives for eligible employee groups, such as home office reimbursement
Employee referral program
Education support programs
Fitness subsidy
Recognition programs
Social activities