Join a leading North American distributor, recognized for delivering premium kitchen and bathroom plumbing products globally, as a Lead Customer Service Representative. This hybrid role is based out of their Oakville, ON location, offering the opportunity to contribute to a dynamic, industry-leading team.

As a Lead Customer Service Representative, you will be stepping into a supervisory role to support the Customer Service Manager. This newly created position will involve coordinating communication between the sales teams, internal departments (such as distribution and marketing), and external customers.

Lead Customer Service Representative – Role Details

• Shift: 8:30 AM - 5:00 PM, Monday to Friday - Primarily remote, with in-office attendance as needed (2 days a week, based on business requirements)
• Rate: $60,000 - $63,000 *depending on experience
• Bonus: 6% Annual Target
• Benefits: Benefits from Day ONE
• Vacation: - 10 days with the option to purchase 5 additional days
• RRSP: RRSP matching after 1 year

Lead Customer Service Representative Responsibilities

• Ensure accuracy and consistency in customer-specific requirements and discount structures
• Act as the bridge between sales, distribution, marketing, and customers to facilitate clear communication and efficient processes
• Collaborate with the marketing team to resolve pricing issues during order entry and ensure accurate data flow
• Serve as the subject matter expert in system testing and oversee training of team members on new systems or process updates
• Coordinate with customer service, planning, and distribution to balance workloads and meet customer commitments
• Provide staffing coverage and support to the Customer Service Manager during their absence
• Collaborate with sales and customer service to ensure timely compliance reporting and manage the execution of fines
• Ensure cross-border reporting accuracy and perform daily audit reports

Lead Customer Service Representative Qualifications

• Post-secondary education in business or equivalent
• Minimum 5 years of experience in customer service, with leadership experience
• Strong communication skills, both verbal and written
• Proficient in Microsoft Excel, Outlook, Word, Visio, PowerPoint, and SAP
• Ability to work effectively in a fast-paced environment and make quality decisions under pressure
• Strong organizational skills and attention to detail
• Ability to foster a positive, collaborative team environment
• Interpersonal savvy with the ability to communicate and collaborate across all levels of the organization