Generous employee discountsWorking at Trail Appliances means joining an entrepreneurial-minded, driven team dedicated to delivering an exceptional customer experience. Trail Appliances is the leading independent appliance retailer in Western Canada. We’re a fast-growing company with over 500 employees in British Columbia, spread out over 10 showrooms, 3 Outlet Centres, 3 distribution centres, and 4 offices in BC's major markets. Join our team of trailblazers!Our core values:Integrity – We do what’s right, even when no one is looking.Improvement – We do it well. Then we do it better.Caring – We put ourselves in others’ shoes.Authenticity – We like people, not pretense.Determination – We kick down walls.The Customer Support Team Lead will provide day-to-day training, coaching and functional support to the Sales Support Team - Pre Delivery. This position supports a team of employees who are responsible for effectively managing all aspects of sales orders from point of sale through delivery and installation, while providing an exceptional customer experience.The Team Lead will support the team performance to ensure Trail customers consistently receive Best-in-Class service. They will lead in a manner that maintains a positive team spirit and harmonious team environment. The role must consistently demonstrate Trail core values of Caring, Integrity, Authenticity, Determination and Improvement.What you will be doing:Team Leadership, Coaching & DevelopmentProvide day-to-day leadership, guidance, and floor support to team members, ensuring questions and issues are resolved promptly to maintain productivity and service levelsConduct regular team huddles, and coaching sessions to communicate priorities, reinforce expectations, and drive accountabilityMonitor individual and team performance against key performance indicators (KPIs), service level agreements (SLAs), quality standards, and productivity targets as assigned by managementParticipate in delivering onboarding and ongoing training programs to ensure employees have the knowledge, skills, and confidence to perform their roles effectivelyPromote compliance with company policies, procedures,



and service standards while reinforcing a culture of accountability and customer excellenceCustomer Service & Escalation ManagementInvestigate customer issues by coordinating with Sales, Operations, Logistics, Warehouse, Delivery, Finance, and other departments to achieve effective resolutionsManage customer recovery situations and service failures by implementing appropriate solutions that protect the customer experience and company reputationSupport the team in resolving order management issues, delivery concerns, product availability challenges, and system-related exceptionsOperational Excellence & Process ManagementOversee daily workflow and operational priorities to ensure service levels, response times, and departmental objectives are consistently achievedMonitor operational dashboards and queues to ensure deadlines and customer commitments are metEnsure administrative tasks, documentation, and system updates are completed accurately and within established timelinesParticipate in continuous improvement initiatives by providing operational feedback and recommending best practicesCross-Functional CollaborationBuild strong working relationships with Sales, Logistics, Warehouse, Delivery, and other internal departments to support seamless customer experiencesLeadership SupportSupport the Supervisor with the day-to-day operation of the department, ensuring business priorities are effectively managed in their absenceAssist with workforce planning, scheduling, workload balancing, and operational decision-making to achieve departmental goalsPerform additional leadership or operational responsibilities as assigned to support departmental and organizational successAssist leadership in implementing operational initiatives, process improvements, organizational change management activities and other activitiesWhat You Bring..Previous experience in customer service, administrative, training or team lead roleExperience providing on-the-job coaching,



classroom instruction or online training required for the roleStrong customer service focus with the ability to manage escalated situations professionallyExcellent verbal and written communication skillsStrong time management and organizational skillsDetail oriented with strong analytical and problem-solving skillsStrong systems and process capabilitiesExperience analyzing performance data and applying findings in a constructive waySkilled in using CRM and order management systemsAbility to quickly understand and explain processes and workflowsProven ability to build solid relationships with clients, team members, leaders and business partnersStrong leadership skills, including collaboration, communication, decision making and creative problem-solvingMotivated and self-sufficient, with the ability to work well under pressure and move forward with confidenceAdvanced knowledge of Microsoft OfficeAbility to establish priorities, work independently and support a high-volume team environment. Nice to Have List additional assets that would support success in the roleNice to have..Degree or diploma in training, business, retail or a related fieldTwo (2) years of training experienceBackground in training, supervision, or team leadership within a customer service environmentExperience in office and retail environmentsWhy join Trail:Extended Health BenefitsMerit PerformanceGenerous employee discountsGym membership discountEmployee Recognition ProgramCompany eventsWork Environment..40 hour a week schedule, flexibility with hours/daysFlexible to work weekend shifts or overtime when needed to meet customer needsWe inspire possibilities, make shopping ridiculously easy, and help create special moments at home. Are you ready to meet your team?We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses and identifying potential inconsistencies or verification signals in application materials based on available information. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.#J-18808-Ljbffr

📌 Sales Support Team Lead (Winnipeg)
🏢 TRAIL APPLIANCES
📍 Winnipeg