Team Lead, Customer Service Representative

Responsibilities

• Deliver best-in-class service to customers through counter procedures, phone/email support, and walk-in assistance
• Provide day-to-day leadership to staff, including task assignment, work prioritization, and coverage coordination
• Support onboarding and training for new and existing team members to ensure process adherence
• Act as the first point of escalation for complex customer concerns, warranty exceptions, and service issues
• Perform tool intake, warranty assessments, instant replacements, and inventory logging
• Manage monetary transactions, record maintenance, and inventory counts
• Maintain a clean, organized, and safe facility following 5S standards
• Coordinate with security, building management, and facility vendors
• Manage Min/Max inventory levels for finished goods, consumables, and supplies

Requirements

• High school diploma
• Proven ability to provide operational leadership, coaching, and support in a fast-paced environment
• Effective business communication and organizational skills
• Strong computer skills and high attention to detail
• Ability to work both independently and as part of a team
• Experience handling customer escalations and balancing multiple priorities

Preferred Qualifications

• Experience working with electric tools

Benefits

• Competitive base salary and bonus structure
• Health benefits coverage, including a $500 annual Wellness Program
• Registered Retirement Savings Plan (RRSP) with employer matching
• Paid time off and employee discount programs
• Employee recognition and incentive programs

About the Company

Techtronic Industries Inc. (TTI) is a world-class leader in the design, manufacturing, and marketing of power tools, hand tools, outdoor power equipment, and floor care appliances. We are home to iconic brands like Milwaukee®, and we are committed to operational excellence, innovation, and creating an empowering work environment for our people.