Team Lead, Customer Service Representative

TTI, Inc.•Richmond Hill, ON

2d•Onsite

About The Position

At TTI, people come for the opportunity and stay for the culture! TTI Canada is seeking a passionate and driven individual to join their Milwaukee team as a Team Lead, Customer Service Representative. This role is based at the Milwaukee Tool Factory Service Centre Drop Off Location in Richmond Hill, Ontario. TTI is a global leader in power tools, accessories, and hand tools, known for its innovative products, world-class brands like Milwaukee®, and a commitment to operational excellence and employee development. The company fosters a fast-paced, evolving environment where culture drives performance, creativity is rewarded, and self-development is encouraged. TTI values respect, integrity, and social responsibility, with a focus on empowering employees to take ownership, drive innovation, and make an impact. The company is committed to diversity, equity, and inclusion, believing that a multicultural and inclusive workplace is a competitive advantage.

Requirements

Must possess effective business communication skills, initiative, and organizational skills.
Outgoing – excels in end-user engagement and conflict resolutions.
Strong computer skills.
Strong attention to detail and ability to stay organized.
Team-oriented and capable of working independently.
Proven ability to provide day-to-day operational leadership, coaching, and support to a small team in a fast-paced customer-facing environment.
Comfortable handling escalations, balancing multiple priorities, and driving consistent process execution with a high attention to detail.
High school diploma.

Nice To Haves

Experience with electric tools is a strong asset.

Responsibilities

Deliver best-in-class service to customers.
Perform counter procedures including answering phones/emails, placing orders, logging in tools, completing inventory counts, and assisting walk-in customer traffic.
Maintain monetary transactions, record maintenance, and assist with inventories.
Conduct warranty assessments and instant tool replacements.
Contact customers for repair cost approvals or tool pick-up requests.
Prepare Totes accurately and timely for carrier pickup and sort/arrange received shipments for customer pickup.
Provide day-to-day leadership to staff, including task assignment, work prioritization, and ensuring coverage.
Support onboarding and training for new and existing team members, reinforcing standard work, customer service expectations, and system/process adherence.
Act as the first point of escalation for complex customer concerns, warranty exceptions, and service issues, partnering with the Regional Manager to resolve.
Monitor daily workflow to ensure accurate tool logging, documentation, and monetary transactions.
Coordinate breaks and day-to-day coverage, communicating priorities and updates.
Identify opportunities to improve customer experience and operational efficiency, escalating trends, issues, and improvement ideas to the Regional Manager.
Maintain compliance with safety, security, and company policies.
Maintain a clean, organized, and safe facility (5S standards).
Act as primary point of contact for security, landlord/building management, and janitorial/facility service vendors.
Manage Min/Max inventory levels for finished goods, RBRs, consumables, and supplies.
Contact customers to conduct service experience audits and document feedback for improvement suggestions.