LOCATION: MISSISSAUGA, ON (100% ON-SITE)
HOURS: MONDAY TO FRIDAY, 40-HOUR WORK WEEK
Work Schedule: Primary shift: 9am-5pm
SALARY: up to 80K + 7% Bonus
REPORTING MANAGER: Customer Care Team Supervisor
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 Client’s 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: The Customer Care Team Lead provides courteous, efficient, and prompt customer service to customers, key internal stakeholders, and provides leadership for the Customer Care team in partnership with the Supervisor, by assisting in ensuring the department operates efficiently and priority tasks are managed and completed in a timely manner. Other tasks include managing incoming calls, requests and order processing as well as making outbound calls to customers. Develops strong relationships with our customers and internal sales & supply chain teams to help achieve our 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 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
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 robust 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
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 Care Team Lead (Ontario)
🏢 Beyond Bilingual
📍 Ontario