Customer Service Team Leader

**Customer Service Team Lead - In office position**

CMP Group Ltd., a leading provider of Marine Products, Construction, and Industrial solutions is seeking a Customer Service Team Lead to join the Vaughan, Ontario team on a full-time permanent basis. The Customer Service Team Lead will provide an exceptional customer experience to our internal and external customers. The Team Lead will also act as a liaison, provide product/service information and resolve any emerging problems that our customers might face with accuracy and efficiency.

Our commitment to our employees is reflected in our progressive culture, flexible work schedules and attitudes, leading-edge and highly accessible professional development programs, and more.

**Benefits**
- Extended Benefits Plan (Vision/Dental/Prescription/etc.) as of your first day
- Performance, Education & Referral Programs
- Additional statutory Holidays: Easter Monday and Remembrance Day
- Quarterly pizza lunch, Summer BBQ’s
- Quarterly town halls, Winter Holiday Party
- And much more

**Responsibilities**:

- Oversee Customer Service Representatives ensuring workload balance and work schedules
- Resolve escalated customer issues swiftly and with sensitivity and confidentiality with the team
- Review Open Orders Reports with the team ensuring orders do not remain in a late or backorder situation for an extended time
- Team with the Corporate Customer Service Manager to identify the needs of the department, develop structure, training programs, workflows and implement change
- Identify and provide training to the Team
- Team with other locations’ Customer Service Team Leads to ensure consistency and cross-training among the locations
- Oversee customer EDI portals, ensuring all processing has been completed
- Prepare Credit Authorizations and Return Goods Authorizations (RGA) on a timely basis
- Respond to complaints, provide appropriate solutions or alternatives and follow up to ensure resolution
- Review prepayment orders to ensure orders are paid promptly before to release
- Partner with the sales team to ensure high levels of customer satisfaction
- Work with the production teams to ensure backorders are communicated to the customer
- Process IBT consignment orders as required
- Assist Account Receivable with short payments on customer orders
- Build sustainable relationships of trust through open and interactive communication with internal customers
- Provide backup to the Customer Service Team
- Conduct Customer Service Satisfactory Survey
- Promote safe work practices as outlined within your local Provincial (Ontario/British Columbia-OSH) or State (Virginia-OSHA) regulations.
- Conduct 1x1 monthly meetings to review goals reached, goals to reach, and overview of the workday experience as well as performance evaluations
- Participate in 1x1 meetings with the Corporate Customer Service Manager
- Follow company and departmental policies and procedures and participate in quality audits as required
- Prepare personal and departmental annual goals and objectives and participate in job-related continuing education courses
- Contribute to the team spirit of cooperativeness

**Requirements**:

- Post-secondary education in Business Administrations or equivalent.
- 5+ year of experience in a customer service supervisory role.
- Strong leadership skills.
- Strong problem solving skills.
- Must exhibit superior communication skills and the ability to maintain professionalism in times of great adversity and pressure
- Ability to coordinate and multi task to accomplish a variety of priorities.
- Computer proficiency with MS Office.
- Excellent organizational skills.
- Knowledge or experience with Infor Visual Manufacturing is an asset.
- Bilingual (English and French) Asset

**Hours**
- 8:00 m - 4:30 pm, Monday to Friday
- In office position for a couple of months for training, then transitions into a hybrid position afterwards

Schedule:

- Monday to Friday

Application question(s):

- How many years of Customer Service experience do you have in a supervisory role?
- Do you have a post-secondary education in Business Administrations or equivalent?
- How many years of Customer Service experience do you have in manufacturing or in a similar industry?
- How many years of experience do you have in EDI portal and with giant/big box retail outlets like Walmart, Amazon?
- How many years of experience do you have in Credit Authorizations and Return Goods Authorizations (RGA) preparation and are you familiar with ( USMCA (US/Mexico/Canada Agreement) Certificates, Certificate of Insurance and Certificates of Origin?
- How many years of Customer order management experience do you have?
- How many years of experience do you have using a CRM Software?
- This is an in office position. Are you comfortable with this and able to commute to this location for work?
- What is your salary expectation ?

Work Location: In person