Customer Service Team Lead - Jobs in Edmonton, AB

Job Description

Customer Service Team LeadDate: Jul 12, 2022LOCATION: Edmonton, AB, CACompany: Pelican Products, Inc.TITLE: CUSTOMER SERVICE TEAM LEADDEPT.: CUSTOMER SERVICEREPORTS TO: Director of OperationsSUMMARY:Performs a wide range of complex duties in support of assigned sales and customer service division, requiring mastery of all job functions within the division. Primary responsibility is to lead the Customer Service team in providing excellent customer service as well as building customer relations through courteous and prompt resolution to all questions and problems. Additional responsibilities include providing leadership, developing relationships with customers, conducting meetings with the Customer Service team, acting as the Customer Service representative at internal/external meetings, assisting with the development of performance expectations, identifying essential job functions and skills of each team member, managing team performance, providing adequate training, coaching, counseling, and motivating employees growth. Supports department metrics and Pelican’s quality measures.DUTIES AND RESPONSIBILITIES:

• Coordinates order process from receipt through shipment and tracking, including timely and accurate order entry and pro-active review of backlog to ensure timely shipments for OTD 24 delivery.

• Increases productivity of team to improve budgetary performance.

• Interprets, communicates and trains employees on the operating policies, practices and procedures of functional sales unit.

• Locates and compiles information and formats reports, graphs, tables, records and other sources of information.

• Exercises administrative judgment and assumes responsibility for decisions, consequences, and results having impact on people, costs, and quality of service within the functional sales unit.

• Provides service and information to customers by processing and inputting sales orders via fax, telephone, e-mail, or mail.

• Answer in-coming telephone calls and emails in a prompt and courteous manner.

• Assist walk-in customers with product questions and recommend solutions for their needs.

• Replies to inquiries from customers regarding products specification and availability, and refers sales leads to appropriate outside Sales Representative, Territory Manager or Distributor.

• Provides information to customers with respect to our Warranty and assists customer with returning product for repair or replacement by our Warranty Department.

• Able to solve routine and non-routine inquiries and complaints. Takes appropriate action to resolve problems and investigates pricing and shipping discrepancies, and other errors.

• Assists with expediting of orders.

• Prints shipping documents to ensure timely receipt of shipping documents in Warehouse.

• Track all leads by utilizing Salesforce.com system.

• Actively supports Pelican’s commitment to Quality and all quality objectives, with an emphasis on continued improvement.

• Special projects and additional duties as assigned by Territory Managers, Director of Sales, or Director of Operations.

Qualification Guidelines:

• Post-secondary diploma in Business (Sales or Marketing) or related field and/or a minimum of two years of experience in an office/sales environment with one or more years in a supervisory capacity.

• Must have excellent oral, written, negotiation and presentation skills and the ability to communicate in a tactful manner with others.

• Must be detail-oriented and have excellent customer service, organizational and follow-up skills.

• Must be proficient with Word, Excel, Power Point and other appropriate software.

• Must be able to demonstrate leadership skills and interact effectively and cooperatively with employees at all levels.

• Must have the ability to complete assignments within time frame specified by Manager.

• Must be able to operate in a fast-paced organization and handle multiple projects simultaneously.

• Must be available to start work earlier than 7:30 when required by Management.

• Ability to speak & write in French is helpful but not required.

#LI-POSTPelican Products, Inc. is an Equal Employment Opportunity/Affirmative Action employer.All qualified applicants will receive consideration for employment without regard to race, color, religion, sex including sexual orientation and gender identity, national origin, disability, protected Veteran Status, or any other characteristic protected by applicable federal, state, or local law.Job Segment: Outside Sales, Sales, Customer ServiceQuick Apply

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