Team Lead Customer Experience

JOIN OUR TEAM
Metro Supply Chain is a strategic supply chain solutions partner to some of the world’s fastest growing and most reputable organizations. For 50 years, it has excelled at tailoring integrated, data-driven solutions, fueled by advanced systems and technology, that fulfill complex and challenging distribution needs. Managing 19 million square feet operating out of more than 175 sites across North America and Europe with a team of 9,000, it is one of Canada’s largest privately owned supply chain solutions companies. Metro Supply Chain is a 2024 winner of the Canada’s Best Managed Companies program, recognized for its strategic expertise, culture of innovation and commitment to its people and local communities.
**SUMMARY**:
The Customer Service Representative Team Leader assists the Client Relations Manager in carrying out all customer service activities such as responding to inquiries, processing orders, and handling complaints, in a prompt, courteous, and effective manner. Other responsibilities include phone duties, greetings visitors, scheduling, and other clerical duties as directed by the immediate manager.
The Customer Service Team Lead plays a pivotal role in coordinating the daily operations of the customer service department. This position is responsible for overseeing a team of customer service representatives, ensuring timely and effective resolution of customer inquiries, and maintaining high levels of customer satisfaction. The Team Lead acts as a liaison between frontline staff and management, helping to implement service strategies, monitor performance metrics, and foster a collaborative team environment.
**MAJOR DUTIES AND RESPONSIBILITIES**:

- Assist the Client Relations Manager with daily work assignments and follow up on the delivery of the expected performance results.
- Responsible for daily communication within the CSR department and operations and transportation team.
- Meets daily/weekly with the Client Relations Manager to monitor productivity and ensures workflow is maintained. Ensures work assignments on a timely basis and team cooperation.
- Ensures adherence to Daily Schedule Requirements and monitoring daily operations, including call volumes, response times, and issue resolution.
- Prioritizes work and assists the Client Relations Manager to ensure work is distributed and monitored as required by customer requirements and expectations.
- Adjusts resources to reflect changing daily priorities, expectations and volume of work.
- Tracks productivity reporting and identifies opportunities for improvement.
- Assists the Client Relations Manager and provides leadership to staff by:

- Providing training
- Articulating goals
- Providing daily feedback
- Maintaining a productive, safe and participatory work environment
- Support implementation process improvements based on customer feedback and team performance.
- Ensures cordial and productive relationship with all stakeholders (employees, client, carriers and suppliers) and maintain a positive image of Our Company
- Assumes additional related responsibilities as required.

Primary customer contact / interface.
- Ensures customer satisfaction by:

- Ensuring customer orders & requests are processed
- Assists in handling customer inquiries
- Expediting orders as necessary
- Tracing orders as required
- Following up with the Client Relations Manager and other departments to ensure service standards are being met
- Audit interactions of team members to ensure compliance with company policies and service standards.
- Maintains good working relationship with customer responding to all inquiries and complaints.
- Reports customer feedback to management.
- Coordinates workflow with the Client Relations Manager
- Provide continuous improvement suggestions.
- Other duties as required.

**EXPERIENCE**:

- 2 years customer service experience preferably in a leadership role.

COMPETENCIES
- Customer Centricity
- Fostering Culture
- Collaboration
- Problem Solving & Decision Making
- Managing Through Change
- Developing Self & Others
- Planning & Results Orientation
- Communication
- Always Improving Mindset
- Business & Financial Savvy
- Strategic & Reporting Savvy

**EDUCATION**:

- Two-year college or one year related experience and/or training; or equivalent combination of education and experience.

Why Join Us
- Work in an environment where safety is our first priority
- The opportunity to build a career with a growing company
- Medical, dental, and vision coverage for you and your family
- Life and disability insurance
- Wellness programs to support your family’s well-being
- A Retirement Savings Program with a company match
- Company team wear allowance
- Employee Appreciation Day
- Company sponsored social events
- Community volunteering

Should you require accommodation for a special ability or need during the recruitment process, please reach out to a member of our Human Resources Team.