Order Processing Team Lead/ Customer Service Specialist

2 weeks ago

L'îlePerrot Quebec JV X Canada Zengar Institute ® Full time

Job Function: Team Lead / Customer Service

Title: Order Processing Team Lead/ CSS 

Reports to: Order Processing Manager  


Summary 

The Order Processing Team Lead is responsible for assisting the Order Processing Manager in overseeing the Order Processing team (Order Processing Specialists) in the processing of orders and communication with clients as well as other teams. Managing team members, coaching, mentoring, and motivating team members, as well as special projects. The OP Team Lead needs to stay up to date with company news and changes. 

Additional responsibilities may be added as the job evolves. 

Duties & Responsibilities 

The Order Processing Team Lead and Manager will be sharing the following duties: 

Tasks: 

  • Triage of all Orders and monthly payment receipts to OP team for entry and processing 
  • Escalated customer communication responses 
  • Daily verification of bank wires 
  • Delegating emails to other teams as required 
  • Investigation of open items or errors 
  • Respond within any Teams channels to inquiries from other teams/Representatives 
  • Listen to the team's recorded calls to assess customer service and communicate any opportunities to the Manager

Back-up for Order Processing Manager: 

Order Entry:  

  • Overseeing OP team order entry process 
  • Managing checklists and training materials to aid OP team in their daily duties 
  • Managing all Processing and Pending Orders in Woo-Commerce 
  • Creation of SKU's in FileMaker as required and liaising with web team for Woo Commerce and website merge 
  • Updating of email templates/client responses as required for OP team 

Scheduling: 

  • Create calendar for weekends/closure days and teen schedule 

Representative/Ambassador Tasks 

  • Managing Rep Lists for OP team 
  • Managing status of Reps in FM (Dynamics) and communicating with web team for WooCommerce 

Special Projects 

  • Assist with special projects as required  
  • Assist with list of projects with OP team that can be worked on in slower periods 

Qualifications & Requirements: 

  • Minimum 2 years of experience in order processing, customer service, or a similar administrative/operations role at Zengar
  • Proven experience supporting or mentoring others in a team environment 
  • Familiarity with financial transactions, order systems, and customer service principles 
  • Passionate about NeurOptimal and regularly uses the system or actively engages in learning about it 
  • Demonstrated leadership potential — positive influence, accountability, and team-oriented mindset 
  • Strong organizational, prioritization, and time-management skills with the ability to balance multiple tasks in a fast-paced environment 
  • Excellent attention to detail and accuracy in all work 
  • Strong problem-solving skills and ability to investigate issues or find process improvements proactively 
  • Effective communicator — clear written and verbal communication across teams and with clients 
  • High level of comfort with MS Office and willingness to learn company tools (WooCommerce, FileMaker, Dynamics, etc.) 
  • Self-starter who takes initiative and ownership while maintaining alignment with team priorities 
  • Open to feedback and committed to personal and professional growth 
  • Positive attitude, reliability, and integrity 
  • Ability to motivate and support others ("rally the troops") while modeling Zengar's core values 

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