Customer Service Team Lead

Lynden International Logistics ULC is seeking a Customer Service Team Lead to join our Customer Service team in Calgary. If you are passionate about customer satisfaction and have a background in logistics or related fields, we encourage you to apply.

SUMMARY:

This position is responsible for exercising discretion and independent judgment to successfully overseeing the operations of the customer service department. Responsible for organizing, directing, coordinating and delegating tasks and training new customer/account service representatives and support personnel. Assists in developing and documenting processes and acts as a knowledgeable resource for the team

WORKING SCHEDULE:
This is an in-office position which requires you to work Monday to Friday from 8:00am - 4:30pm.

DUTIES AND RESPONSIBILITIES:

• Daily supervision of all customer /account service and/or clerical staff.
• Trains, motivates staff under supervision.
• Problem solving with proposed corrective action
• Liaise with and maintain good relations with all clients/customers.
• Responsible for the introduction, training and monitoring of new accounts.
• Handles office related problems.
• Service knowledge and the ability to provide back-up for Account Service Representatives and order desk is required.
• Responsible for providing customer service, clerical and administrative duties to a clients and their customers, ensuring accuracy and complete confidentiality.
• Resolves customer problems and complaints.
• Assists with logging any helpdesk related issues.
• Responsible for the introduction, training and monitoring of new accounts and new employees.
• Product knowledge and the ability to provide back-up for account/customer service representatives and order desk if required.
• Assists/completes month end billing
• Perform other duties as required and assigned by your Manager and upper management

SKILLS/TRAINING REQUIRED:

• Support the Customer Service Manager on any daily tasks that may be required
• Ability to work independently and as a team member.
• Excellent knowledge of all office and client procedures.
• Excellent written and verbal communications skills.
• Required to present a professional image as position has constant contact with clients/customers.
• Ability to deal with employees, clients and clients’ customers.
• Ability to solve problems and inquiries.
• Must have excellent organizational skills.
• Capability of taking charge
• Good leadership qualities/good interpersonal skills.
• Ability to react and work under pressure with minimal supervision.
• Ability to make decisions and knowledgeable recommendations.
• Ability to have work completed with specified time frames.
• Neat, thorough and possesses excellent time management skills.
• Proficient with Microsoft Word and Excel programs.
• Attention to detail
• Self-starter/ Positive attitude.
• Excellent problem solving, planning and evaluation skills

EDUCATION & EXPERIENCE:

Minimum education required:

Post-secondary Diploma

Minimum experience required:

3-5 years’ experience in customer service or equivalent combination of education, experience and training

Plus a minimum of 6 months on-the-job training.

MEASURABLE PERFORMANCE STANDARDS:

• Quality of service provided to clients and their customers.
• Ability to meet deadlines
• Effectiveness in the organization and delegation of work.
• Quality of decisions made.
• Attendance/punctuality.
• Communications with other departments.

WORKING CONDITIONS:

Working conditions would be similar to those found in the offices of a light industrial work area.  This would include daily exposure to light "white noise" levels and moderate exposure to the higher noise levels associated with a working distribution facility. Work will entail constant interruptions. Required to work extended hours ad-hoc and/or on as required basis. Travel maybe required at the local, national and international level.