Customer Experience Team Leader

2 weeks ago

Scarborough, Canada Salex Full time

**Customer Experience Team Leader**

Location: Greater Toronto Area (Hybrid - 3 days in office)
Reports To: Chief of Staff (currently CEO)
Salary Range: $80,000 - $100,000 per year

**Job Type**: Full-Time, Permanent

About Salex

Salex is a leader in the lighting and controls industry, representing top-tier manufacturers across architectural, commercial, and institutional sectors. For over 40 years, we’ve built a reputation on excellence, trust, and deep industry expertise.

We’re expanding our Customer Experience team and looking for a hands-on leader to drive faster turnaround, higher accuracy, and reduced revenue-impacting errors — while building a collaborative and high-performing team culture.

Role Summary

The Customer Experience Team Leader will lead a cross-functional team that owns the operational flow from purchase order to final shipment. You’ll manage the department who is responsible for submittal drawings, releases, and invoicing, while acting as a key liaison across departments including quotations, finance, and controls.

This role blends the process of ownership, team leadership, and cross-department coordination — ideal for someone who can coach effectively, make fast and informed decisions, and drive continuous improvement.

Key Responsibilities
- Lead, support, and mentor the Customer Experience team, setting clear expectations and fostering accountability.
- Analyze and improve operational workflows, identifying bottlenecks and implementing solutions to boost speed and accuracy.
- Oversee the coordination of purchase orders, submittals, releases, and order changes with internal teams and external partners.
- Collaborate closely with quotations, finance, and inside controls support to ensure alignment and clear communication.
- Maintain a balance between structure and adaptability in a fast-paced environment.
- Act as both a team coach and a process manager — driving clarity, consistency, and performance.
- Report progress, risks, and process insights to executive leadership.

Must-Have Qualifications
- 2-4 years of experience in customer service, project management, or operations roles.
- 3+ years of leadership experience, with direct team management responsibilities.
- Strong understanding of complex workflows involving order management, submittals, and cross-functional coordination.
- Hands-on experience with ERP/CRM systems such as OASIS, Salesforce, or similar platforms.
- Excellent communication, decision-making, and problem-solving skills.
- Ability to build trust and influence across teams.

Nice-to-Haves
- Experience in the lighting, electrical distribution, or construction supply industry.
- Familiarity with tools like Bluebeam, AutoCAD, or submittal documentation platforms.
- Exposure to the GTA construction ecosystem and local contractor or manufacturer workflows.
- Bilingualism (English/French) is an asset, not required.

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