Customer Service Team Lead
IPEX Group of Companies, Canada

IPEX is one of the North American leading providers of advanced plastic piping systems. Our mission is to shape a better tomorrow by connecting people with water and energy.

We currently have an exciting opportunity as Customer Service Team Lead.
This role is based in our Oakville office and reports to the Customer Service Supervisor.

Do not miss the opportunity to join a broad family of people-centric professionals, thought leaders and rapid thinkers, entrepreneurs in spirit and status quo-fighters!

Job Summary
We are currently looking for a Customer Service Team lead who will be overseeing a team of Customer Service Representatives.

• Team Development
  • Oversee the Customer Service Team by providing direction, and performance reviews.
  • Arranging training on products, systems, and processes so that CSR’s can continually grow and improve their knowledge and efficiency
  • Liaise with Sales to ensure CSR’s are up to date with market conditions, needs and challenges.
  • Ensuring that teams always operate at maximum efficiency, by implementing best practices, and reviewing customer service resources and processes.
• Resource Planning
  • Ensuring adequate resources are assigned to service customers, so that orders, quotes, RMA’s and other transactions are completed in a timely manner
  • Provide input in departmental hiring needs when required
  • Upkeep of dispute list
  • Timely approval of credits, debits, and RMA’s
  • Enforcement of best practices for transaction processing, including orders, quotes, etc.
  • Direct Customer Service when required
  • Overall tidiness of all transactions

• Administration: The Team Lead must ensure that the activities of the Customer Service Team are properly administrated. These tasks include but are not limited to:

Requirements

Qualifications amp; Experience

• Strong leadership, administrative and analytical skills
• Positive attitude, driven to provide a positive, productive environment
• Ability to communicate with all levels of staff and management
• Minimum of 3-5 years of experience in a Senior Customer Service or Team Lead role
• Service minded, with an ongoing awareness of IPEX profitability
• Computer literacy, good command of Microsoft programs, specifically Excel

IPEX is committed to providing accommodations for people with disabilities throughout the recruitment process and, upon request, will work with qualified job applicants to provide suitable accommodation in a manner that takes into account the applicant’s accessibility needs due to disability. Accommodation requests are available to candidates taking part in all aspects of the selection process for IPEX jobs. To request an accommodation, please contact HR at

Job Rewards and Benefits