Job Description

Company Overview:

Woodland Mills was founded by two friends who shared a love for solving mechanical problems from a young age. As landowners, they were unable to find well-built, affordable forestry equipment, so they decided to engineer it themselves. From the moment they established Woodland Mills in 2009, the company's mission was clear: to offer robust, high-performance products at a reasonable price, while eliminating unnecessary intermediate costs by selling directly to customers.

Woodland Mills has become globally recognized as a leader in affordable forestry equipment, with a full line of portable sawmills, woodchippers, stump grinders, log arches and trailers. The company is headquartered in Ontario, Canada, with a 100,000 square foot warehousing and distribution network that extends throughout North America.

Woodland Mills products are trusted by acreage owners, hobby farmers, woodworkers and DIY enthusiasts. That loyal customer base continues to deliver industry-leading ratings, thanks to a solid commitment to quality, exceptional customer care and technical support. The co-owners remain actively involved in Woodland Mills, driving innovation and ensuring every product upholds their commitment to practical innovation and lasting value.

Job Summary:

The

Customer Service Team Lead

is responsible for overseeing two key operational functions: the Technical Support team and the Claims & Returns team. This role combines leadership, problem-solving, reporting, and process improvement to ensure exceptional customer service and efficient departmental performance.

The

Customer Service Team Lead

manages day-to-day operations of the two teams by overseeing workload distribution, training and mentoring team members, and providing guidance on escalated troubleshooting calls. The role also involves developing and maintaining supplementary training materials, monitoring performance, ensuring the team meets quality and productivity standards, identifying root causes and ensuring a customer-centric approach to problem resolution, and tracking trends to recommend process improvements.

Overall, this role plays a critical part in maintaining Woodland Mills' high service standards by leading the two departments, driving continuous improvement, and ensuring our customers are supported with knowledge, accountability, and care.

Responsibilities:

1. Leadership & Team Management

Oversee and distribute tasks to ensure each team member fulfills their daily and project-related duties. Support team members in their everyday activities, offer mentorship, and manage specific project assignments. Set clear objectives, monitor progress, and uphold standards for quality and timeliness. Coordinate and supervise ongoing training initiatives, including onboarding for new hires. Develop, implement, and train teams on knowledge resources and instructional materials. Recommend resource needs and suggest operational improvements. Provide informal performance feedback and actionable insights. Maintain a safe, organized, and clean work environment, including the showroom and office areas.

2. Customer Interaction & Escalation Handling

Participate actively in the technical support phone queue, responding to customer calls and chats. Address escalated customer issues, providing immediate troubleshooting and practical solutions.

3. Process Improvement & Reporting

Report on department metrics and key performance indicators (KPIs) to track progress and support data-driven decisions. Investigate and determine the underlying causes of customer issues, collaborating with other departments for resolution. Promote a customer-first mindset in all problem-solving efforts. Identify trends and propose process enhancements that prevent recurring issues.

4. Communication & Collaboration

Act as a liaison between the team and other departments and vendors. Clearly communicate updates, feedback, and training materials. Represent the team in meetings and contribute to cross-functional initiatives.

5. Technical & System Proficiency

Use CRM systems and PowerBI to manage and report on customer interactions and data. Support integration of Microsoft tools and project management platforms (e.g., Monday.com).

Qualifications:

Minimum 3 years of experience in customer service or a related lead role. Enthusiasm for customer interaction is essential. Strong interpersonal and decision-making skills. Ability to work independently and lead by example. Strong communication skills. College degree in business or related field (preferred). Familiarity with forestry equipment is not required but being mechanically inclined is an asset. Bilingual skills (French or Spanish) are an asset.

Location:

This position is based on-site at our Port Perry location and requires full-time attendance.

Benefits and Perks:

Healthcare spending account, company-organized events and lunches, and regular performance reviews with opportunities for wage advancement.

Additional Information:

A criminal record check will be required for the successful candidate as part of the hiring process.

We thank all applicants for their interest in joining our team; however, only those selected for an interview will be contacted. If you require accommodations during any stage of the recruitment process, please inform us.

Job Types: Full-time, Permanent

Pay: $60,000.00-$65,000.00 per year

Work Location: In person