Team Lead - After Sales Service

Job summary

The Team Lead will manage and develop a small after-sales service team while ensuring the seamless execution of repairs, special orders, and client inquiries. They will collaborate with internal workshops and external partners to maintain service excellence and achieve departmental objectives.

Job details

Established since 1879, Birks is a luxury jewellery store whose reputation is built on quality, exclusivity, unique design and excellence in service. We pride ourselves in offering meaningful experiences and in building intimate relationships with each one of our clients. As a Team Lead, After-Sales Service at our flagship store, you will play a key role in shaping the client experience beyond the sale. Leading a small team, you will ensure the seamless execution of after-sales services, strengthen client relationships, support operational excellence, and foster a service culture focused on exceeding expectations. To do so, the Team Lead, After-Sales Service will: * Lead, coach, and develop a small After-Sales Service team by providing ongoing support, training, and feedback. * Manage client inquiries and concerns, resolving issues effectively and professionally. * Coordinate after-sales service requests, including repairs, special orders, and watch accessory orders. * Collaborate with suppliers, brand partners, retail teams, and the Maison Birks Workshop to ensure proper follow-up and seamless service execution. * Monitor service performance, identify process improvement opportunities, and enhance the overall client experience. * Work closely with leadership to achieve service objectives. * Act as a key resource and support daily department operations. * Foster a collaborative, accountable, and service-oriented work environment. The ideal candidate possesses: * A minimum of 2 years of experience in a supervisory, customer service, or after-sales service role. * Experience in luxury retail, jewelry, or watchmaking is considered a strong asset. * Demonstrated ability to lead, motivate, and develop a team. * Excellent communication and interpersonal skills, both written and verbal, in French and English. * A strong customer-focused mindset and passion for service excellence. * Excellent organizational and priority management skills. * Strong analytical, problem-solving, and decision-making abilities. * Proficiency with Microsoft Office, particularly Excel. * The ability to thrive in a fast-paced and evolving environment. * A strong team spirit and collaborative approach. *Please note that due to the nature of the responsibilities of the position, a proficient level of English is required, to communicate on a regular basis with employees and managers outside of Quebec. Our promise of delight In return for your commitment to excellence, we offer… Competitive earnings, including commissions and bonuses Social benefits Wellness program Award and recognition programs Innovative and unique training programs Employee discounts At Birks, you will find a management team that truly cares about your professional growth. You will be empowered to be yourself, in order to offer excellent customer service and to create an experience that will build long-lasting client relationships. Come join us at Birks, and let your true self, shine! Are you the gem we are looking for?

What you’ll do

The Team Lead will manage and develop a small after-sales service team while ensuring the seamless execution of repairs, special orders, and client inquiries. They will collaborate with internal workshops and external partners to maintain service excellence and achieve departmental objectives.

Requirements

Candidates must have at least 2 years of experience in a supervisory or customer service role, preferably within luxury retail or jewelry. Proficiency in both English and French is required, along with strong organizational, analytical, and interpersonal skills.

Benefits

• Competitive earnings
• Commissions
• Bonuses
• Social benefits
• Wellness program
• Award and recognition programs
• Innovative and unique training programs
• Employee discounts

Listed skills

• Customer service · Preferred
• Problem solving · Preferred
• Microsoft Excel · Preferred
• Decision Making · Preferred
• Communication · Preferred
• Microsoft Office · Preferred
• Coaching · Preferred
• Team Leadership · Preferred
• Conflict Resolution · Preferred
• Priority Management · Preferred

Other relevant skills

Identified from the job description. Confirm important requirements above.

• Team leadership
• Customer service
• After-sales service
• Coaching
• Conflict resolution
• Luxury retail
• Jewelry knowledge
• Communication
• Organizational skills
• Priority management
• Analytical skills
• Problem-solving
• Decision-making
• Microsoft Office
• Excel
• Bilingual (French/English)
• Management
• Decision Making
• Customer Service
• English Language
• Sales
• Leadership
• Innovation
• Interpersonal Communications
• Problem Solving
• Operational Excellence
• Operations
• Team Leadership
• Process Improvement
• Prioritization

Job areas

• Retail
• Customer Service & Support
• Management & Leadership
• Service Team Leader
• Sales Lead
• Commercial Sales Representatives
• Sales Representatives of Services, Except Advertising, Insurance, Financial Services, and Travel

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