Job Title

Customer Care Team Lead Full-time, Permanent Location: Mississauga, ON (100% On-site) Hours: Monday to Friday, 40-hour work week Salary: up to $70K + 7% bonus Department: Finance Reporting Manager: Customer Experience Manager About Our Client Our client is a leading Canadian supplier of automotive, heavy-duty, and industrial products. They are currently seeking a Customer Care Team Lead to support their growing team and ensure a high standard of customer experience. Why Join Our Clients Team? Competitive total compensation based on experience Comprehensive health and dental benefits Mental wellness support Employer contribution to retirement savings Fitness & wellness reimbursement Educational assistance and professional development support Paid time off including vacation and personal days Community involvement initiatives A collaborative and inclusive workplace culture featuring: Team events and celebrations Holiday gatherings Lunch & Learns Employee recognition programs ABOUT THE ROLE: Reporting directly to the Customer Experience Manager, the Customer Care Team Lead will deliver courteous, efficient, and timely service to customers while managing inbound and outbound communications. This is a key role with responsibility for handling customer inquiries, processing requests, and supporting overall customer satisfaction. You will build strong relationships with customers and internal sales teams, ensuring a seamless service experience while contributing to sales growth. This role is ideal for a proactive and customer-focused professional who thrives in a fast-paced environment and is passionate about delivering exceptional service. What Youll Do: Provide excellent customer service across every aspect of the job. Assisting manager in training new CSRs or new processes Assisting Manager is sending out communication to team on reminders Assisting the manager by being the lead in orders and prioritizing tasks and priorities. Also following up with CSRs to action items in a timely manner Assisting manager in attending internal meetings Assisting backing up manager when on holidays Focus on priorities and efficiencies within the department to ensure customer service is for front and team and order desk is moving effectively and efficiently Backup to manager in resolving escalated customer issues when manager is on holidays Backup to manager on delegating tasks when manager is not on site. Process customer orders through incoming calls, email and other channels using the ERP system. Responsible for developing and maintaining solid relationships with both customers and the sales team. Support specific assigned customers to nurture and grow annual sales performance. Oversee order management accuracy with a focus on enhancing order size. Resolve customer questions and manage troubleshooting with speed and professionalism. Log Cases in CRM system to track all customer incidents and inquiries. Perform administrative tasks including customer activations, credits & rebills. Engage in revenue generating outbound calls, including retention and lead qualification. Make informed decisions about pricing exceptions. Key Competencies Customer focused and dedicated to exceeding the expectations of internal and external customers. Leadership skills Coaching and Mentoring Conflict resolution Accountability Collaboration Skills Delegation skills Problem solving Excellent written and verbal communication skills. Proven ability to multi-task, prioritize, and manage varied, time sensitive workloads. Strong organizational skills to allow for the successful completion of multiple tasks. Self-starter with a strong desire to see results. Team player. Must be flexible and able to adapt to new challenges and procedures. Bilingualism is an asset. Education/Experience High school graduate. A minimum of 2 years Customer Service experience. Experience working in a consumer packaged goods or automotive lubricants environment is an asset. Superior PC and Microsoft Suite skills. Experience or familiarity with Microsoft Dynamics AX and Salesforce would be an asset. Working Conditions Office environment