Customer Service Team Lead

3 weeks ago

Brossard, Quebec, Canada Graymont Limited Full time

Graymont Limited seeks a Customer Service Team Lead to oversee and inspire a dedicated team of customer service representatives across North America.

Reporting directly to the Director of Customer Service - North America, you will play a pivotal role in shaping a world-class customer service experience for Graymont's valued clientele.

Your responsibilities will encompass:

  • Guiding, mentoring, and training Customer Service Representatives to elevate their skills and empower them to make informed decisions.
  • Fostering open communication and collaboration within the team by engaging regularly with representatives on issues, potential solutions, and continuous improvement recommendations. This includes active participation with sales and operations teams.
  • Developing and monitoring key performance indicators (KPIs) to track and evaluate customer service performance. You will prepare a monthly report highlighting customer service achievements.
  • Continuously striving to enhance team capabilities to deliver consistently high-quality, accurate, and reliable service in alignment with established processes and KPIs.
  • Supporting the Customer Service Director in implementing standardized processes and procedures for Customer Service Representatives.
  • Coordinating team operations and resources, actively contributing to identifying, developing, and implementing initiatives that optimize operational performance.
  • Monitoring workload and performance, proactively addressing team members' learning and development needs, and recommending appropriate training activities.
  • Identifying opportunities for process automation and continuous improvement. You will provide support during the integration of new systems and any resulting reporting changes.
  • Utilizing and promoting Graymont's tools and processes, including Sales and Operations Planning, Quality Management System, Transwide, and Salesforce.
  • Collaborating with Customer Service Representatives to adjust customer demand forecasts (1 to 3 weeks) to ensure accurate and timely representation in the Sales and Operations Planning process.
  • Facilitating and participating in customer service backup tasks for assigned sites as needed.

The ideal candidate possesses:

  • 5-7 years of experience in customer service, inside sales, and transportation.
  • Proven team-building, staff training, mentoring, and leadership skills.
  • Excellent oral and written communication skills, along with strong time management abilities.
  • A dedication to providing exceptional customer-focused service excellence.
  • High expertise in JDE order management processes, transportation, and other administrative tools such as Cognos, MS Office, and Graymont's customer portal.
  • Attention to detail, confidence, tactfulness, and a collaborative approach.
  • The ability to handle high workloads with minimal direction or supervision, while effectively managing frequent interruptions.
  • A willingness to travel up to 20% of the time.
  • Fluency in English and French is required.

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