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Customer Service Team Lead
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Position: Customer Service Team Lead
Department: Customer Service
Location: Vancouver, BC
Status: Full-time
Start: ASAP
Date Posted: November 1, 2022
Company Mission: We Strive to be The Company You Keep by providing design product and service with integrity.
POSITION OVERVIEW
Danica is currently looking to hire a Customer Service Team Lead. We are seeking a reliable, career-minded individual who is comfortable with change in a fast-paced environment and looking to grow with us as a company. This is a permanent full-time position with opportunity for advancement.
This role will be responsible for providing best-in-class Customer Service by resolving issues and escalations in a timely manner. Following all cases thoroughly and always going the extra mile to provide support to our customers, stakeholders, and internal staff. The focus of this position is ensuring our day-to-day tasks are operating as efficient as possible encouraging internal collaboration, providing support, training, and coaching to the Customer Service Team. Some tasks involve developing strategies, metrics, process documentation, and monitoring the team’s performance and progress. This role also requires working alongside other departments such as marketing, accounting, and product development as required. It is important to have high level of attention to detail, organizational and conflict resolution skills, and a “can do” mindset to succeed.
KEY FUNCTIONS & RESPONSIBILITIES
- Customer Service Specialists (internal and external) report directly to the Team Lead
- Handles high volume of Emails/Calls
- Provides support with Order Tracking and Order Revisions
- Reviews open orders on hold to ensure the team follows through accordingly
- Acts as an escalation point for critical issues, and manages communication with customers with collaboration across required departments until resolved
- Contributes ideas and solutions to manager that help increase team’s productivity
- Proactively creates reports, dashboards, and calculates metrics to help us track issues, or any areas that require attention
- Ensures a high level of data integrity, working with stakeholders to understand and strategize on our data needs for decision making
- Works along with CS Manager to develop and review KPI’s to drive customer service efficiency
- Monitors team’s performance (KPI’s), SLA’s, provides coaching and addresses potential concerns with the team
- Manages Returns/Credits/Courier Claims/Shipment Investigations
- Understands internal procedures and processes, manages/updates documentation, and coordinates internal and external communication
- Provides support to Sales Reps/Internal Staff
- Reviews, investigates, and posts customer’s credits over determined amounts
- Proactively identifies training/process gaps and creates recommendations for improvement
- Assists with hiring, training, and coaching new Customer Service agents
The experience of a strong candidate:
- 5 years related work experience in customer service
- 2+ years in a team lead position with training and mentoring team members
- Completion of post-secondary education with a related diploma, degree, or certificate
- Strong MS office skills (Outlook, Excel, Word databases or related platforms)
- Excellent written and verbal English skills
- Experience with Salesforce CRM is a must
- Vast experience managing customer escalations
- Experience with retail wholesale is an asset
- Experience with ERP systems – Sage X3 is an asset
- Strong organizational skills, with the ability to prioritize, operate proactively and work well independently
- Analytical team player with strong detail orientation and the ability to evaluate opinions and generate solutions
- Strong interpersonal skills and professional attitude
- High degree of attention to detail and has a sense of urgency
WHAT DANICA OFFERS
- Competitive salary with generous vacation & sick day policies, product discounts, bonus Danica days during the holiday season, and a discretionary profit-sharing bonus
- Socially responsible by giving back to the community
- Modern & casual open concept office located in the heart of Vancouver stocked with tea, coffee, and a fruit delivery program
- Extended health benefits
- Dog friendly office
- Generous internal referral bonus
- Growth & development opportunities
- Fun office with garden club, green & fun committees, bar cart Fridays with great corporate events
- Locally owned and operated family business with a diverse workforce
- Hybrid work model
How to apply
Get ready. Get set. Tell us about yourself. We want to hear what makes you the hands-down, no-doubt-about-it, ideal candidate for addition to the Danica team. Use your cover letter as a vehicle to tell us about the special attributes you possess that will add some extra flare to the Danica dynamic.
Please send your resume to https://danica.bamboohr.com/jobs (no calls please).
Danica is proud to be an Equal Opportunity Employer – We know from experience that great talent comes in many forms, and we want you to join our team! We strongly encourage people from underrepresented communities, including women, Indigenous Peoples, members of the LGBTQ2+ community, people of colour, and people with disabilities, to consider applying. Please let us know if you require unique accommodations during the interview process.
About Us
Danica is a market leader in Housewares, Giftware and Home Furnishing design. With five distinct brands under the Danica Brands umbrella, we offer an engaging and dynamic family of product with global reach. Our passion and commitment to our team and customers drives our business and we are looking for people who are excited about thinking and delivering differently. Our team includes people like you – innovative, curious, enthusiastic, authentic, kind and inclusive. If you’re looking to work for a company with a culture as vibrant as the products it produces, Danica is the place for you. Our company values include social responsibility, environmental accountability, continuous improvement, teamwork, and inclusiveness.
