Job Description
Job Description
Job Description
MacDonald Search Group is proud to partner with our client in their search for a Customer Service / Inside Sales Lead to be based out of their Langley, BC head office. Our client is a well established, highly successful and still growing food distribution company with operations in multiple western Canadian locations.
We are looking for a motivated, hands-on customer focused individual to act as the "go-to" person for their frontline team. This is a vital role designed for a professional who is ready to step into a supervisory position by mentoring a small team of junior representatives while staying active in daily operations.
You will be the first point of resolution for escalated customer scenarios, using your judgment to solve problems. Your goal is to keep the team moving smoothly, ensuring customer issues are handled effectively without needing to escalate every minor hurdle to Sales Management.
Key Responsibilities Frontline Support & Order Management
- Lead by Example: Handle customer orders (phone, email, and fax) with high accuracy, setting the standard for the rest of the team.
- Problem Solver: Act as the primary "help desk" for the CSR team, stepping in to resolve discrepancies, returns, or pricing questions with a focus on quick, fair solutions.
- Daily Coaching: Provide real-time support and encouragement to a small team of junior CSRs, especially during busy periods.
- Culture Builder: Promote a positive, team-oriented environment where everyone stays composed and accountable.
- Onboarding: Help welcome and train new team members, ensuring they have the tools and knowledge to succeed.
- Workflow Support: Help document simple "how-to" guides for the team to ensure consistency and reduce repeat mistakes.
- Continuous Improvement: Identify small changes in daily tasks that could make things faster or easier for the customers.
- Proactive Outreach: Make outbound calls to support inventory goals and share new promotions or incentives with customers.
- Value-Added Selling: Identify opportunities to upsell or suggest alternatives that benefit the customer and the business.
- You are a "doer" who leads by doing the work alongside your team.
- You have a service-first mindset but understand the commercial side of a business.
- You are confident making decisions when a situation doesn't fit the standard manual.
- You enjoy helping others learn and thrive in a collaborative environment.