Customer Service Team Leader

We are seeking to fill the permanent position of Team Leader - customer service at our Moncton branch, a division of Richelieu Hardware.

**Position Overview**:
The Customer Service Supervisor is responsible for the day-to-day management of the customer service team. They ensure the quality of customer interactions, efficient order processing, and timely issue resolution. They act as a front-line leader, supporting their team, collaborating with other departments, and implementing initiatives to improve the customer experience.

**More specifically, your main tasks will be**:

- Identify opportunities for business development
- Actively participate in customer service at the counter and by phone.
- Distribute daily tasks to the team and oversee operations.
- Coach, train, and motivate customer service employees.
- Ensure compliance with service standards, response times, and internal procedures.
- Act as an escalation point for complex requests, complaints, and sensitive cases.
- Validate orders, monitor inventory, and meet delivery deadlines.
- Support coordination with the warehouse, logistics, and inside sales.
- Suggest concrete improvements to optimize service.
- Maintain a safe, clean, and well-organized work environment.
- Ensure a positive work environment and foster team engagement.Perform any other tasks related to the smooth running of the department.

**Requirements**:

- High school diploma or related training.
- Minimum 3 to 5 years of customer service experience, including at least 1 year in a supervisory role (counter, branch, or distribution center an asset).
- Proficient with computer tools.Bilingual (French/English).

**Qualifications**:

- Excellent communication, priority management, and problem-solving skills.
- Motivating leadership and good listening skills.
- Professional attitude while being hands on
- Sensitive to customer service
- Teamwork, can work well with all level of employees
- Can handle multiple priorities and meet deadlinesIntegrity and is respected by colleagues and subordinates

**Who are we?**

Richelieu Hardware is a North American leader and an agent for change in a dynamic and creative industry. We are an importer, distributor and manufacturer of specialty hardware and complementary products.
- Our customers - _More than 120 ,000 customers in North America: kitchen and bathroom cabinet, storage and closet, home furnishing and office furniture manufacturers, residential and commercial woodworkers, and hardware retailers including renovation superstores.
- Our team - _3 000 people, close to half of whom focus on sales and marketing, and more than 50% of whom are Richelieu shareholders.

**What we are offering**
- **A Canadian flagship**:As a company with proud roots in Quebec but present in Canada and the United States, we enjoy excellent recognition and a great reputation.
- **A mature and stable company**:With more than 50 years of experience in the market, we offer the trust and organizational strength needed for a safe working environment.
- **Continuous growth**:With strong financial health, our business is constantly expanding, opening future opportunities for all.
- **Competitive compensation**:We offer competitive base compensation based on the market.
- **Opportunity to become a shareholder**:We believe in the involvement of our employees and offer them the opportunity to become shareholders.
- **Work-life balance**:We value a healthy and flexible work environment, allowing everyone to achieve a work-life balance.
- **Quality products**:We are committed to offering products of exceptional quality, thus satisfying our most demanding customers.
- **Opportunity to grow**:We encourage career opportunities and continuing education for the professional development of our employees.

**Are you interested in this position?