Customer Success Lead - Canada

Interface•Belleville, ON

1d•CA$43,318 - CA$75,807•Onsite

About The Position

Interface is a global flooring and sustainability leader dedicated to rethinking how spaces work for people and the planet. Our portfolio includes Interface® carpet tile and LVT, nora® rubber flooring, and FLOR® premium area rugs. Across every brand, we innovate in a way that combines design, performance, and sustainability—without compromise. Trusted by architects, designers, and building professionals worldwide, we help bring bold visions to life with solutions that deliver real, measurable impact. Building on more than 30 years of sustainability progress and industry‑first innovation, we remain ‘all in’ on our goal of becoming carbon negative by 2040, without the use of offsets. The Customer Success Lead is responsible for the day-to-day supervision of Customer Success Specialists and Order Entry Specialist in their area. In this position, the individual is accountable for assuring that their team provides quality and efficient customer service to internal and external customers. Responsible for order management and steady communication to ensure customer satisfaction for prompt and accurate delivery of products. In addition, this position will establish processes and suggest improvements to increase the efficiency of the department based on evaluation of team performance and best practices. Support the business operation objectives and make a positive contribution to the financial objectives of the business.

Requirements

High School Diploma
Minimum of five years of experience in Customer Service or Planning
Able to create a positive customer experience, both internally and externally
Skilled at maintaining self-control in difficult situations and dealing with individuals in an uplifting manner.
Ability to be a quick thinker, research and troubleshoot.
Strong decision-making skills and excellent communication skills
Able to work in a team-based environment; contributes to team development and performance to achieve organizational goals.
Strong analytical, mathematical, and problem-solving skills.
Demonstrate excellence in working under pressure and handling multiple tasks/priorities.
Strong computer literacy with Microsoft applications and knowledge of ERP and CRM systems
Ability to work independently with minimal supervision.
Strong knowledge of the Ontario Health & Safety Act.

Nice To Haves

College Degree preferred.

Responsibilities

Day-to-day supervision of Customer Success Specialists and Order Entry Specialist.
Assure that their team provides quality and efficient customer service to internal and external customers.
Responsible for order management and steady communication to ensure customer satisfaction for prompt and accurate delivery of products.
Establish processes and suggest improvements to increase the efficiency of the department based on evaluation of team performance and best practices.
Support the business operation objectives and make a positive contribution to the financial objectives of the business.
Provide added coverage and support to the Customer Success group, including coverages for absences (vacation, illness, etc.), and to handle critical client requirements.
Responsible for the day-to-day performance of the Customer Success Area, including daily workflow and back-up plans.
Measure team performance using relevant tools and metrics.
Monitor and manage order dates alignment for sales orders and I/co procurement orders, working in conjunction with distribution to ensure timely management and importing of materials to meet client and business objectives.
Accountable for order entry audit process, both from standpoint of rate of accuracy, but also from standpoint of finding new ways to improve accuracy and therefore minimizing audit steps.
Responsibility for CRM attachment programs across all order entry operations.
Ensure proper allocation of incoming materials from truck lists / BOL receipts.
Create and analyze reports as applicable (daily action reports, customer related order reports, team performance reports, etc.).
Analyze root cause of issues impacting customers and recommend creative solutions.
Work with team to achieve established goals, action plans, and timeline.
Collaborate with Customer Success Leads to develop overall strategies and best practices.
Mentor, coach, and advise team on work performance, evaluate individual skill level and performance.
Act as Internal and External Customer advocate; manages order fulfillment and team performance to assure customer satisfaction.
Liaison to Sales and escalation point for service needs; knowledgeable of what occurs within team and able to communicate on issues and resolutions.
Use discretion to educate internal and external customers concerning policies and procedure, using independent judgment to recommend exceptions when it makes business sense.
Continuous training with cross-functional departments to streamline processes and develop best practices.
Creates and maintains a high-quality work environment so team members are motivated to perform at their highest level.
Participate and support company initiatives.
Maintain housekeeping; comply with safety rules and environmental regulations.
Be aware of the departmental Material Safety Data Sheets (MSDS).
Perform Other duties as assigned by management.