JOB SUMMARY:
We’re looking for a strong, hands on leader to oversee our customer service team and drive operational excellence. The Customer Service Leader will guide, motivate, and develop team members while ensuring exceptional service, accurate order processing, and efficient workflow. The successful candidate will lead by example, make confident decisions, and foster a culture of accountability, collaboration, and continuous improvement.
Key Responsibilities
- Provide clear direction, set performance expectations, and inspire the customer service team to excel.
- Organize, delegate, and monitor daily tasks to maintain accuracy, efficiency, and compliance.
- Recruit, onboard, train, and mentor new staff; deliver regular coaching and professional development.
- Hold team members accountable for quality, timeliness, and adherence to company standards.
- Conduct team meetings, performance reviews, and deliver constructive feedback.
- Manage high volumes of customer calls, emails, and faxes with speed and professionalism.
- Accurately process orders, returns, and quotations in a timely manner.
- Provide product/service information, recommend alternatives, and resolve issues effectively.
- Identify customer parts from samples and prepare detailed, accurate quotes.
- Collaborate closely with the Outside Sales team on quotes, follow-ups, and special projects.
- Build strong relationships with other departments to ensure seamless customer service.
- Continuously seek ways to improve processes, customer satisfaction, and team engagement
Leadership Competencies
- Strategic thinking and the ability to set a clear vision for the team.
- Strong coaching and mentoring skills to develop team members’ strengths.
- Resilience and adaptability in a fast-paced environment.
- Conflict resolution skills with a focus on positive outcomes.
- A results-driven mindset with a commitment to accountability.
Qualifications
- Proven leadership experience with a track record of motivating and developing teams.
- Strong communication, organizational, and problem-solving abilities.
- Proficient in Microsoft Outlook, Word, and Excel; IFS experience is an asset.
- Knowledge of hydraulic and pneumatic seals preferred.
- Customer service experience in an industrial or technical environment is an asset.
Education & Experience
- College diploma or equivalent experience preferred.
- Minimum of 2–3 years in a supervisory or management role.
- Demonstrated success in leading teams to meet or exceed performance targets.
Job Types: Full-time, Permanent
Pay: $75,000.00-$85,000.00 per year
Benefits:
- Company pension
- Dental care
- Employee assistance program
- Extended health care
- Life insurance
- On-site parking
- Paid time off
- Tuition reimbursement
- Vision care
Application question(s):
- Are you willing to work on site 5 days a week?
- Are you legally eligible to work in Canada?
Education:
- Secondary School (preferred)
Experience:
- Customer Service : 2 years (required)
- Leadership: 3 years (required)
Work Location: In person
