Overview

Reporting to the Director of Sales, the Customer Service Team Lead is responsible for supporting and guiding the Customer Service team in delivering an exceptional customer experience. This role oversees the day-to-day operations of the department, ensuring service levels are met, customer issues are resolved efficiently, and team members receive the coaching and support needed to succeed. The Team Lead serves as the primary point of escalation for customer concerns and plays a key role in driving service excellence, process improvements, and team engagement.

Responsibilities

Team Lead & Coaching 50%

Provide day-to-day guidance, support, and coaching to Customer Service Representatives. Monitor team performance and ensure service standards and response times are consistently met. Assist with onboarding and training of new employees. Conduct regular one-on-one meetings and provide ongoing feedback. Support employee development and identify training opportunities. Assist in scheduling and workload distribution to ensure adequate coverage. Foster a positive, collaborative, and customer-focused team environment. Act as the first point of escalation for team members requiring support with customer issues.

Customer Service Operations 25%

Handle and resolve complex customer inquiries, complaints, and escalations. Monitor customer satisfaction and identify opportunities to improve the customer experience. Ensure customer interactions are documented accurately and consistently. Collaborate with Sales, Operations, Logistics, and other departments to resolve customer issues. Support continuous improvement initiatives aimed at enhancing service quality and efficiency. Track and communicate service metrics and performance trends.

Administrative & Process Improvement 15%

Assist in maintaining and updating customer service procedures and best practices. Prepare reports and monitor key performance indicators (KPIs). Identify process inefficiencies and recommend improvements. Support departmental initiatives and projects as required. Ensure compliance with company policies and procedures.

Qualifications & Skills

Strong leadership and coaching abilities. Excellent customer service and conflict-resolution skills. Strong organizational and multitasking capabilities. Effective problem-solving and decision-making skills. Excellent verbal and written communication skills. Positive attitude with a strong customer-focused mindset. Minimum of 3 years of customer service experience, including experience leading or mentoring a team. Fluency in French is required. Proficiency in English is also necessary, as the role involves regular communication with clients outside Quebec. Advanced skills in Microsoft Outlook, Excel, and Word. Familiarity with customer service software and ERP/CRM systems (e.g., SAP). This position is based at our Vaudreuil-Dorion office and requires on-site attendance five (5) days per week.

The use of the masculine in this document is intended to simplify reading and includes all individuals, regardless of gender.