Job Description

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.