Customer Service Team Lead

Compensation:
From $60,000 CAD + additional benefits

Here at Stevens, we are more than just a leading Canadian medical supply distributor—we are driven by purpose. Our mission is to bring innovative, top quality, affordable products and services to healthcare providers in an effective manner, and we know that starts with our people. The Stevens Company has been helping to shape Canadian healthcare for over 150 years, and each employee plays a key role in providing the exceptional service and comprehensive healthcare solutions we set out to achieve every day.

In alignment with corporate goals and strategies, the Customer Care Team Lead is responsible for planning, coordinating, and supporting the activities of the frontline customer Experience team and regional leadership team to maintain and enhance customer relationships and meet organizational and operational objectives.

• In alignment with other organizational stakeholders, responsible for the recruiting, interviewing and hiring of Customer Experience Representatives
• Training, mentoring, assessment, and retention of Customer Experience personnel
• Establish goals, objectives and plans to enable Customer Experience personnel to successfully support the customers, both internal and external.
• Liaise with company management, and communicate and implement corporate strategies where applicable
• Identify and implement strategies to improve quality of service, productivity, and profitability
• Act as an advocate for Customer Experience personnel to improve internal processes and remove barriers
• Establish structure for staff regarding break and lunch schedules, daily hours, and remote work structure
• Analyze relevant data to determine service outputs.
• Plan, prioritize and delegate work tasks to ensure proper functioning of the department
• Support Customer Experience personnel by fielding questions in areas such as but not limited to pricing, product equivalents, vendors, process & procedures, as well as authorizing requests
• Handle complex and/or escalated customer issues or complaints
• Ensure plans are in place and deadlines are met regarding time-bound requests and necessary resources and tools are available for high-quality customer service delivery
• Organize team meetings and training sessions on a periodic basis regarding focus products, internal information etc.
• Approval of vacation time while taking into consideration the departments’ needs
• Act as a key point of contact for manufacturer partners
• Additional duties and responsibilities as required by management

• University degree in related field (business, marketing); or comparable industry experience.
• Minimum of three (3) years of medical or distribution experience is an asset.
• Management experience or related leadership experience by a record of involvement in team, fraternal or philanthropic organizations-in a leadership role is preferred.
• Excellent communication skills, written and verbal.
• Strong problem-solving skills, accountable and dependable.
• Able to work in a team environment as well as independently.
• Exceptional attention to detail and quality of work.
• Good organizational, time management and prioritizing skills.
• Ability to demonstrate a positive attitude, strong work ethic and lead by example.
• Ability to handle multiple priorities and tasks.
• Proficient in using a computer, including but not limited to Microsoft Office (Word, Excel, Outlook)
• Infrequent travel may be required.

Success begins with the people who work towards it. When they feel valued, supported and empowered to reach their own potential, new ideas and innovations can thrive.

Therefore, we are committed to providing a comprehensive benefits and employee program that supports:

• Comprehensive Benefits:
  Full-time employees and their families receive robust coverage including extended health and dental plans and life insurance.
• Career Development:
  Professional growth opportunities.
• Opportunities for Advancement:
  We actively support internal growth and skill development to help you build a lasting career with us.

Diversity, equity, and inclusion are core…