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Customer Service Team Lead, Connect



Ottawa, Ontario, CA.



Office and Administrative Support Occupations

Published on 2022-08-31 12:41


The Team Lead will focus on quality, training, coaching and mentoring within the Customer Service team, perform sales activities, and ensure a high level of customer satisfaction.

Role Responsibilities:

Provide support to CSRs and Customers from remote location Participate and/or lead special projects in support of Customer Experience, Training, and Product Knowledge Promote continuous learning and development across the team Perform Quality Assurance checks through call monitoring and email reviews for the team Facilitate daily briefings with the team Address customer concerns and inquiries Collaborate with internal and external stakeholders to find solutions and opportunities and that support our Customer’s needs Support training and onboarding of new associates  Review daily reporting and seek opportunities to improve or enhance results in collaboration with Manager Actively participate in Customer Service events, chats, and meetings  Attend Regional Sales meetings and participate in other activities as requested Process administrative tasks as needed, including: orders, pick-ups, invoice adjustments, couriers, special orders, and samples Notify customers and Sales Associates as to substitutions and/or shortages Responsible for compliance with all Policies and Standard Operating Procedures (SOPs) comprising Sysco’s Food Safety Program, specific for the assigned role. Assist Food Safety Program Manager in ensuring compliance to Sysco’s Food Safety Program that leads to compliance with third party certification and customer requirements.  Is willing to work safely with minimal environmental impact and understands the importance of reporting all hazards, incidents, and environmental spills immediately to their Supervisor. Understands that they play an integral role in their own safety and that of their colleagues and is willing to speak out when hazards are present. Perform other duties as assigned.

Qualifications/Skills/Job Requirements: 

Minimum of 2-3 years’ experience in Sales or Customer Service. Progressive leadership experience managing a team, with demonstrated ability to lead, coach and motivate others. Experience working in a contact/sales environment. Completion of post-secondary education in Business Administration, Marketing, Sales, or related field as asset. Intermediate proficiency in Microsoft Office including Excel, Word, PowerPoint, Outlook Proven effective communication skills with all levels of the organization. Strong knowledge of Sysco products with an understanding of Sysco’s operations. In-depth knowledge of AS400 and Salesforce. Strong computer skills with proficiency in Microsoft Suite  Ability to work in a constantly changing, fast paced environment. Must be detail-oriented, a fast learner, and have the ability to handle multiple tasks. Ability to motivate others to grow and continuously improve their customer service skills. Ability to deliver and receive feedback to ensure continuous improvement. Ability to work a flexible schedule, including evenings, weekends, and holidays as required.
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