Team Lead Customer Service
Quadra Chemicals Ltd.
Edmonton, AB

Quadra Chemicals is currently recruiting for a dynamic and motivated professional to fill the role of Team Lead, Customer Service. We are looking for a strong leader who will ensure that our customer-driven focus is executed and illustrated in all actions of the customer service department.

The chosen candidate will lead the customer service team in a manner that encourages the team to take ownership and responsibility for customer service and productivity.

This person will motivate, challenge and encourage the development of team his/her members. We are looking for a candidate who will fit well with our culture and be interested in a long career in management and customer service.

Responsibilities includes:

  • Lead customer service team in a manner that encourages the team to take ownership and responsibility for customer service and productivity
  • Lead weekly Customer Service and monthly Customer Solution Meetings
  • Review performance issues and manage service level for local branch. Evaluate areas/trends/root causes that require improvement/action.
  • Ensure team-oriented communication between all internal departments to solve issues and ensure the highest levels of customer satisfaction
  • Ensure goal and performance reviews are done with all team members: including annual plan, 2 periodic reviews, annual performance evaluation
  • Ensure Continuous improvement initiatives and procedures are well-understood and followed within the customer service team
  • Implement, promote and ensure a good understanding of all procedures and technology changes
  • Responsible for encouraging collaboration of the team to find ways to improve productivity – using technology and process innovation
  • Ensure that all team members receive required training, coaching, feedback to foster development and performance
  • Ensure team members have a clear understanding of strategic, department objectives as well as their personal objectives

The candidate must have :

  • Have a post-secondary diploma or college diploma (ideally in business, administration or marketing)
  • 5 years relevant business experience
  • Past supervisory experience
  • Proven excellent leadership, management and team-building skills
  • Have acquired strong computer skills (ideally with a CRM like SalesForce and be able to work effectively with the Office 365 suite)
  • Must be entrepreneurial, self-motivated, customer-driven, dynamic and professional
  • Excellent organizational skills, customer-driven and good understanding of Quality and Continuous Improvement Concepts
  • Proven excellent interpersonal, communication, analytical and problem-solving skills
  • Superior interpersonal skills and emotional intelligence
  • High degree of organization and planning

Job Type: Full-time

Experience:

  • Management: 5 years (Required)
  • Customer Service: 5 years (Preferred)