Magnet is helping our client, a North American Consumer Product Organization look for a Customer Service Rep & Team Lead to join their growing business and work out of their Mississauga Head Office. This individual will provide courteous, productive, and prompt customer service to customers, internal key stakeholders, and provide leadership for the Customer Care team in partnership with the Supervisor. Tasks include managing incoming calls, requests and order processing as well as making outbound calls to customers. You will develop strong relationships with customers and internal sales & supply chain teams to help the business achieve team goals.
Customer Care Accountabilities: Provide excellent customer service across every aspect of the job
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
Team Lead Specific Accountabilities: 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 business orders and prioritizing tasks and priorities. Also following up with CSRs to action items in a timely manner
Assisting manager in attending internal meetings on their behalf when necessary
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
Fully Bilingual (French/English)
Customer focused and dedicated to exceeding the expectations of internal and external customers
Leadership skills & strong ability to prioritize
Coaching & Mentoring
Accountability
Problem solving
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 with positive attitude
Proven agility, flexible and able to adapt to new challenges and procedures
Education / Experience: High school diploma required. College diploma and/or University degree an asset & preferred
A minimum of 2 years Customer Service experience
Experience managing people an asset
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

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📌 Customer Service Team Lead (Ontario)
🏢 Magnet Search Group
📍 Ontario