Customer Experience - Team Lead

At TTi, people come for the opportunity and stay for the culture!

Job Description Summary

Position: Customer Experience Team Lead
Reports to: Customer Experience Manager
Location: North York, ON (Head Office)
Level: L3

Job Description:

TTI is a world-class leader in design, manufacturing, and marketing of power tools, outdoor power equipment, and floorcare products, as well as hand tools and accessories. Our industry-leading Milwaukee brand offers innovative heavy-duty power tools, accessories, and hand tools that are transforming how we work by delivering quality products with exceptional durability. We are fast, nimble and aggressive, constantly striving to “raise the bar” in everything we set out to do, and actively encouraging those qualities in every one of our employees.

Location: North York, ON

Position Description

We are seeking a dynamic individual that is looking to lead a team of Customer Experience representatives and elevate the level our service we give to our customers.

As a Customer Experience Team Lead, you must possess passion, initiative and drive combined with visionary leadership skills. This position requires the ability to build customer centric relationships while communicating TTI's commitment to excellence. You must possess a Team First attitude, interacting with your peers positively to bring the best out of them and yourself. Your passion for knowledge, both product and business will help you lead your team to the required objectives.

You will be responsible for leading the team and offering guidance to ensure all aspects of customer service are up to date. The ability to prioritize and get "the job done" while managing the impact versus activity equation is vital. 

A successful candidate will be an outstanding communicator, both internally and externally; you will consistently bring suggestions and solutions to the table, with the focus on continuous improvement. You will also have a high level of organization, enthusiasm, be a team player and be driven to win.

What You Wil Do:

• Ensure CX team meets objectives as set out daily, weekly, monthly, and annually.

• Complete, monitor and analyze the CX team performance reports daily, weekly, monthly, and annually to track the team performance.

• Quality Assurance understanding, completion of quality score cards

• Provide support to the sales, marketing, pricing, logistics, and other internal team.

• Continually seek out ways to improve customer satisfaction.

• Effectively communicate with internal and external customers

• Liaise with the DC to ensure that customer's requests for shipments are met.

• Professionally always represent TTI.

• Develop and arrange Product and Systems Knowledge for the team.

Who You Are:

• A strong multi-tasker that can prioritize tasks to meet business objectives deadlines in a dynamic and fast-paced work environment.

• An individual driven by results and who shows continuous improvement with a strong attention to detail.

• Someone driven by results with a continuous improvement mentality.

• Someone with a passion for excellence and executes task with the highest degree of integrity and accountability.

• Someone who is collaborative with distributor partners and our team and has excellent verbal and written communication, influencing skills.

• Someone who takes the initiative to solve a challenge with solid analytical and problem-solving skills as well as optimizing resources to hit objectives.

What You Have Done:

• Undergraduate degree or college diploma

• Customer Experience and Supervisory experience

• Must be proficient in computer skills and Microsoft Office applications

• Strong organizational skills

• Presentation skills

• Professional telephone manner

• Read, write, and speak fluent English

• Bilingual is an advantage

What You Will Get

• Competitive base salary and bonus structure 

• Health Benefits Coverage, including $500 annual Wellness Program

• Registered Retirement Savings Plan with Employer Matching Contributions 

• Paid time of and employee discount programs

• Employee recognition and incentive programs, plus award-winning culture!

About TTI Canada & Milwaukee

Milwaukee is always in the market for people with the energy, enthusiasm and dedication to enhance our brand. Milwaukee actively promotes a strong corporate culture of respect, ethical integrity and social responsibility. We firmly believe that our people and our culture are the secrets to our success. We recognize your career path is as individual as you are. Whether you are considering joining us early in your career or you have been in the workforce for years, our priority is to help you meet your professional goals. Behind our doors you'll be empowered every day to own it, drive it, and do what it takes to support the biggest brand in the industry. Milwaukee is a place to accelerate your career and explore your potential.

Diversity, equity, and inclusion are at the core of our values at TTI. Because of our commitment to a multicultural and inclusive workplace, our people are our competitive advantage. We foster an inclusive environment where diversity is valued and where all employees feel safe to contribute their ideas, share their experiences, and represent their diverse backgrounds to innovate and solve complex problems as one team. We actively support and accommodate the diverse needs of our team, creating an empowering space where everyone can thrive.