Customer Care Team Lead

VersaCold is a food-first supply chain company with one of North America’s largest cold chain networks. We're dedicated to ensuring the safety, quality and freshness of the food families eat. With 65 years of experience, we collaborate as entrusted partners to maintain cold chain integrity and deliver customized solutions to complex business challenges. The foundation of our culture is based upon The VersaCold Way demonstrating our commitment to health and safety, integrity, innovation, performance and collaboration.

We are a growing organization and currently looking for a passionate and motivated **Customer Care, Team Lead **to join our winning team.

**Employment Type**: Permanent

**Reports To**: Manager, Customer Service

**Office/Facility**: CDL

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The Customer Service, Team Lead is responsible for directing daily and weekly workloads to achieve departmental and facility objectives. This role is charged with the goal to effectively and efficiently manage the development and directions of the operational team to drive the growth of revenue, technical productivity, and promote high quality customer satisfaction.

**SAFETY & COMPLIANCE**
- Promotes a culture where Health & Safety is the #1 priority.
- Operates within the Code of Business Conduct, company policies and procedures, and all statutes and legislation governing the workplace.

**KEY RESPONSIBILITIES**
- Provides the highest levels of service to all customers, whether internal or external, with the goal of continuously improving the customer experience.
- In collaboration with the Customer Care Manager communicates with existing customers to understand and prioritize their needs, participating in calls and meetings as appropriate.
- Researches, develops, and recommends solutions to meet customer requirements.
- Implements improved operational processes that enhance capabilities to meet/exceed service standards.
- Assists the Customer Care Manager.
- Leads daily operations by prioritizing activities and providing leadership and proactive direction to the teams.
- Monitors, coaches, and trained Customer Care Representative ensures adherence to policies and procedures and trained all new employees.
- Establishes work schedules during sickness or vacation.
- Address performance concerns to the Customer Care Manager
- Liaises with warehouse supervisors to create positive working relationships between office and warehouse staff.
- Ensures that all entries (orders, inbound and outbound appointments) are done correctly and that the SOP’S are followed consistently.
- Responsible for providing feedback to the Customer Care Manager on appropriate staff levels to meet requirements of the department.
- Prioritizing activities and delegating individual tasks to the team.
- Performs other duties as assigned in accordance with the company vision, mission, strategy, and culture.

**KEY REQUIREMENTS**
- 2-3 years’ experience working as a Customer Care representative and Logistics and warehouse environment.
- Customer service experience.
- Post-secondary education in customer Service, Logistics or related field.
- Excellent customer service abilities with a natural desire to provide exceptional service and build strong relationships with external and internal client.
- Demonstrated ability to build collaborative relationships.
- Proven ability to work in a fast-paced warehouse environment to ensure accuracy, compliance, and a team culture of excellence.
- Proven analytical and problem-solving skills. Ability to quickly understand and identify issues and propose solutions.
- Proven ability to effectively prioritize workflow to ensure deadlines are met in a fast-paced environment. Able to adapt to shifting priorities.
- Working knowledge of customer service and other key technologies such as P2.
- Excellent communication skills, both verbal and written.
- Approachable, positive demeanor with a hands-on and team-oriented work style.
- Takes initiative, is proactive in their work, and results oriented.