Team Lead, Customer Service

## Team Lead, Customer Service Postuler:
Remote, ON:
Temps Plein:
Publié aujourd'hui:
R2617706**À propos de Cencora
** Cherchez-vous à faire une différence dans la vie d’un patient?  Chez Amerisource Bergen, vous trouverez une culture innovante et collaborative, axée sur le patient et soucieuse de faire la différence.  En tant qu’organisation nous sommes unis par notre responsabilité d’œuvrer pour des vies plus saines. Joignez-vous à nous et postulez dès aujourd’hui!#
**** Ce que vous ferez
**** This role is in support of Cencora’s patient and provider support and pharma commercialization services in Canada marketed through our Innomar Strategies business.

The Team Lead, Customer Service is responsible for overseeing daily customer service operations, supporting team performance, and ensuring a high-quality customer experience. This role serves as a point of contact for escalations, coaches team members, monitors service levels, and helps drive continuous improvement across processes and customer interactions.  
** Responsibilities:*
* * Lead, coach, and support a team of customer service representatives
* Monitor daily workflows, queues, and service levels to ensure timely issue resolution
* Handle escalated customer concerns with professionalism and urgency
* Provide ongoing feedback, training, and performance coaching to team members
* Assist with onboarding new employees and supporting team development
* Track and report on key performance indicators such as response times, resolution rates, customer satisfaction, and productivity
* Identify process improvement opportunities to enhance service quality and efficiency
* Collaborate with other departments to resolve complex customer issues
* Ensure compliance with company policies, procedures, and service standards
* Support scheduling, workload balancing, and coverage planning
** Qualifications*
* * Bachelor’s degree in business, communications, or a related field preferred
* 4+ years of customer service experience
* 1+ years of leadership, supervisory, or mentoring experience preferred
* Strong problem-solving and conflict-resolution skills
* Excellent verbal and written communication skills
* Ability to manage multiple priorities in a fast-paced environment
* Experience using customer service platforms, CRM systems, and Microsoft Office tools
* Strong analytical skills with the ability to interpret performance metrics
* Bilingual in English and French is an asset  
** Required Skills*
* * Team leadership and motivation
* Customer issue resolution
* Coaching and employee development
* Performance management
* Process improvement
* Time management and organization
* Collaboration and cross-functional communication
* Decision-making and accountability  
** Preferred Characteristics*
* * Customer-focused mindset
* Calm under pressure
* Adaptable and proactive
* Detail-oriented
* Positive and professional attitude  
** Work Environment*
* * Remote position and may on occasion require in office availability.
* May require flexibility in schedule based on team coverage and customer demand.
** Ce qu’Amerisource Bergen offre
** Nous offrons une rémunération globale concurrentielle. Notre engagement envers nos associés comprend l’offre de programmes d’avantages sociaux complets, diversifiés et conçus pour répondre aux divers besoins de l’ensemble de nos associés.
Grâce à notre présence mondiale et nos diverses unités commercial es, nous avons une approche équilibrée des avantages que nous offrons. De nombreux avantages sociaux sont payés par l’entreprise, tandis que d’autres sont offerts par les cotisations des associés. Les offres d’avantages sociaux spécifiques peuvent varier selon l’emplacement, le poste ou l’unité d’affaires.

Temps Plein**Égalité d’accès à l’emploi
** Amerisource…