Customer Service Team Lead

Are you a natural leader with a passion for delivering outstanding customer experiences? Allredi is seeking a Customer Service Team Lead to oversee and inspire our team of Customer Service Representatives. In this pivotal role, you’ll ensure seamless daily operations, foster a culture of excellence, and help drive our mission of providing exceptional service to every customer. The ideal candidate thrives in a metrics-driven environment, with a strong focus on process optimization and KPI achievement. Leading your team with clarity and purpose, collaborating across departments, and fostering lasting customer relationships that reflect Allredi’s commitment to service excellence. Work is day-shift with some evenings and weekends required to meet business goals. Comprehensive, generous benefits! This is a new role with a base salary of 65k CAD and commission!

• Manages the day-to-day operations of the Customer Service team, ensuring a smooth, customer-first approach to service delivery.
• Fosters a culture of growth by guiding, coaching, and recommending training and development opportunities, including product education and business planning for each team member.
• Prioritizes urgent and high-impact issues while investigating and resolving unique customer needs or order delays, always putting the customer experience at the forefront.
• Monitors team capability, productivity, and performance against standards set by the Director of Operations, with a focus on delivering consistent, customer-centric results.
• Proactively recommends improvements and implements processes that enhance team efficiency and elevate the customer journey.
• Leads specialty projects and responds to ad hoc requests from management, all in support of the team’s primary mission: delivering exceptional, customer-first service.
• Demonstrates a strong Customer First mentality, consistently prioritizing customer satisfaction and loyalty in all decision-making.
• Minimum of 5 years of proven success in a management role, with a track record of leading high-performing teams.
• At least 3 years of experience in a telesales environment; technical sales experience within distribution is highly preferred.
• Deep understanding of company products, industry dynamics, competitive landscape, and customer expectations.
• Proficient in leveraging modern information technology tools to enhance and streamline sales operations.
• Skilled in developing programs, drafting reports, and composing professional business correspondence.
• Capable of delivering effective presentations and confidently responding to inquiries from managers, customers, and cross-functional teams.
• Strong analytical ability to calculate discounts, gross margin percentages, and other key financial metrics.
• Adept at problem-solving through data collection, fact analysis, and drawing actionable conclusions.
• Collaborative team player with the ability to coach and develop team members to achieve performance goals.
• Embrace a hands-on, coach-player hybrid role—actively engaging in frontline tasks such as answering calls and processing orders. Clear communication around this dual responsibility is essential.
• Demonstrates a strong sense of urgency and commitment to delivering outstanding customer service at every touchpoint.