Working at Trail Appliances means joining an entrepreneurial-minded, driven team dedicated to delivering an exceptional customer experience. Trail Appliances is the leading independent appliance retailer in Western Canada. We’re a fast-growing company with over 500 employees in British Columbia, spread out over 10 showrooms, 3 Outlet Centres, 3 distribution centres, and 4 offices in BC's major markets. Join our team of trailblazers!
Our core values:
Integrity – We do what’s right, even when no one is looking.
Improvement – We do it well. Then we do it better.
Caring – We put ourselves in others’ shoes.
Authenticity – We like people, not pretense.
Determination – We kick down walls.
The Customer Support Team Lead will provide day-to-day training, coaching and functional support to the Sales Support Team - Pre Delivery. This position supports a team of employees who are responsible for effectively managing all aspects of sales orders from point of sale through delivery and installation, while providing an exceptional customer experience.
The Team Lead will support the team performance to ensure Trail customers consistently receive Best-in-Class service. They will lead in a manner that maintains a positive team spirit and harmonious team environment. The role must consistently demonstrate Trail core values of Caring, Integrity, Authenticity, Determination and Improvement.
Team Leadership, Coaching & Development
- Provide day-to-day leadership, guidance, and floor support to team members, ensuring questions and issues are resolved promptly to maintain productivity and service levels.
- Conduct regular team huddles, and coaching sessions to communicate priorities, reinforce expectations, and drive accountability.
- Monitor individual and team performance against key performance indicators (KPIs), service level agreements (SLAs), quality standards, and productivity targets as assigned by management.
- Participate in delivering onboarding and ongoing training programs to ensure employees have the knowledge, skills, and confidence to perform their roles effectively.
- Promote compliance with company policies, procedures, and service standards while reinforcing a culture of accountability and customer excellence.
Customer Service & Escalation Management
- Investigate customer issues by coordinating with Sales, Operations, Logistics, Warehouse, Delivery, Finance, and other departments to achieve effective resolutions.
- Manage customer recovery situations and service failures by implementing appropriate solutions that protect the customer experience and company reputation.
- Support the team in resolving order management issues, delivery concerns, product availability challenges, and system-related exceptions.
Operational Excellence & Process Management
- Oversee daily workflow and operational priorities to ensure service levels, response times, and departmental objectives are consistently achieved.
- Monitor operational dashboards and queues to ensure deadlines and customer commitments are met.
- Ensure administrative tasks, documentation, and system updates are completed accurately and within established timelines.
- Participate in continuous improvement initiatives by providing operational feedback and recommending best practices.
Cross-Functional Collaboration
Build strong working relationships with Sales, Logistics, Warehouse, Delivery, and other internal departments to support seamless customer experiences.
Leadership Support
- Support the Supervisor with the day-to-day operation of the department, ensuring business priorities are effectively managed in their absence.
- Assist with workforce planning, scheduling, workload balancing, and operational decision-making to achieve departmental goals.
- Perform additional leadership or operational responsibilities as assigned to support departmental and organizational success.
- Assist leadership in implementing operational initiatives, process improvements, organizational change management activities and other activities.
- Previous experience in customer service, administrative, training or team lead role.
- Experience providing on-the-job coaching, classroom instruction or online training
required for the role.
- Strong customer service focus with the ability to manage escalated situations professionally.
- Excellent verbal and written communication skills.
- Strong time management and organizational skills.
- Detail oriented with strong analytical and problem-solving skills.
- Strong systems and process capabilities.
- Experience analyzing performance data and applying findings in a constructive way.
- Skilled in using CRM and order management systems.
- Ability to quickly understand and explain processes and workflows.
- Proven ability to build strong relationships with clients, team members, leaders and business partners.
- Strong leadership skills, including collaboration, communication, decision making and creative problem-solving.
- Motivated and self-sufficient, with the ability to work well under pressure and move forward with confidence.
- Advanced knowledge of Microsoft Office.
Ability to establish priorities, work independently and support a high-volume team environment. Nice to Have List additional assets that would support success in the role.
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- Degree or diploma in training, business, retail or a related field.
- Two (2) years of training experience.
- Background in training, supervision, or team leadership within a customer service environment.
- Experience in office and retail environments.
- Extended Health Benefits
- Merit Performance
- Generous employee discounts
- Gym membership discount
- Employee Recognition Program
- Company events
- 40 hour a week schedule, flexibility with hours/days
- Flexible to work weekend shifts or overtime when needed to meet customer needs
We inspire possibilities, make shopping ridiculously easy, and help create special moments at home. Are you ready to meet your team?
We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses and identifying potential inconsistencies or verification signals in application materials based on available information. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.
