Pay : Starting at CA$56,000.00 per year

Job description: Department :Customer Experience

Reports to :Customer Experience Manager

New Vacancy Starting Pay: $56,000 per annum Application Process: Please include a cover letter that clearly explains how you would approach and deliver on the key responsibilities outlined in this job description.

About Us

Have you heard of us? Have you seen our brand anywhere? No, and we like it that way. Unless we are required to, we do not splash our logo all over our products. We work behind the scenes to supply our network of service providers and OEMS with products and solutions that protect lives and property.

Let’s assume you have been to a restaurant, condo, mall or office tower before. We supply emergency lights, fire alarm components, fire extinguishers, fire hose, signage, chemicals, detectors and more to the service companies that install and maintain these systems and devices. We supply critical components to the major manufacturers in our industry like Johnson Controls, Carrier, Honeywell and Amerex to name a few.

Be prepared to make new friends around the world as we have a few thousand customers around the world, with more joining every day.

- Family is important. We respect and are adaptable to the needs of our staff, many of whom have been with us for over 20 years.
- We view our customers and vendors as partners with hundreds of relationships that go back over 40 years.
- We are personal with our customers. When you call you get a person and not a machine.
- For many of our customers we are their largest or key supplier. We never, ever want anyone to feel like we take advantage of that position. Any negative feedback is immediately shared with the team and the customer contacted to acknowledge the concern and the outcome.



From people to systems and process design, we are focused on delivering Wow.
- We play the long game where decisions are made to maximize the customer experience and not the transaction. If you like stability, we have it in spades. This mindset has meant we have been profitable every year since 1956 while operating with no debt.

Core Values & how they translate into Customer Experience

- Deliver WOW comes to life in the way you treat every customer interaction and every order with care. It is in catching small details before they become problems, communicating proactively, and consistently exceeding expectations through accuracy, responsiveness, and service that feels personal.
- Driven by WHY shows up in your sense of ownership and purpose. You understand that behind every shipment is a customer relying on us and a safety solution that protects lives. This deeper meaning fuels your commitment to Ship in 24, quality, and doing things right even when the day gets busy.
- Show Your Personality (Be Personal) is reflected in how you build genuine relationships with customers, drivers, and teammates. You bring warmth, approachability, and real human connection to every interaction, making people feel supported, respected, and heard.
- Do More with Less comes through in your ability to streamline workflows, spot inefficiencies, and find smarter ways of working without compromising service or safety.



You are always thinking about how to improve processes while keeping quality high.
- Relentless Determination is how you show up on high volume days, during challenges, and when problems arise. You stay calm, focused, and solutions driven, pushing through obstacles to ensure customers are taken care of and the team succeeds.

Why This Role Exists

At Steel Fire, customers rely on us to make clear commitments and keep them. We operate as if we are an extension of our customer’s team with the same level of urgency, communication and organization they expect from each other. Contractors, and electricians plan their work around the orders they place with us. When we say something will ship, arrive, or be ready for pickup, their day depends on it. Our job is simple to describe but demanding to execute remove uncertainty so customers can plan their day with confidence. That is why we focus ourselves on Ship in 24 . Orders ship within 24 hours with clear ownership, proactive communication, and reliable follow-through. This role helps make that possible.

The Role

This is a hands-on working role . The CX Lead Hand actively performs the day-to-day work while helping keep the team aligned and the operation moving.

A large portion of the day will be spent picking, packing, and shipping customer orders . During busy periods, this can represent up to 40 percent or more of the role . You work alongside the warehouse and customer service teams to ensure orders move accurately and on time.

You will move between the warehouse floor, packing stations, pickup counter, and team workstations , stepping in wherever the work needs attention.

Throughout the day you will:

- Pick, pack, and ship customer

📌 Customer Service Team Lead (Mississauga)
🏢 STEEL FIRE EQUIPMENT
📍 Mississauga