Customer Service Team Lead \xe2\x80\x93 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\xe2\x80\x99s
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\xe2\x80\x99 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 \xe2\x80\x93 4:30 pm, Monday to Friday
In office position for a couple of months for training, then transitions into a hybrid position afterwards
CMP values diversity and encourages applications from all qualified individuals who are legally entitled to work in Canada. We welcome applications from candidates with disabilities, and accommodations are available on request for candidates taking part in all aspects of the selection process. To request accommodation please contact Human Resources. We thank all applicants for their interest and advise that only those selected for an interview will be contacted. Job Type: Full-time 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
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