Lead Customer Service Representative

About the role

We are seeking a senior‑level Lead Customer Service Representative to champion the end‑to‑end customer experience. In this strategic and operational role you will coordinate across sales, supply chain, logistics and finance to ensure seamless service delivery and continuous improvement.

Key responsibilities

• Provide daily support to field associates, handling technical inquiries and order entry.
• Maintain strong relationships with internal partners (Supply Chain, Logistics, Finance, Credit & Cash Collection) to guarantee smooth order fulfillment and cash flow.
• Optimize workflows to reduce response times, improve accuracy and boost customer satisfaction.
• Resolve escalated issues, manage complex service challenges and drive revenue growth for the portfolio.
• Lead customer business reviews, implement feedback loops and partner with Sales and Business Development for account expansion.
• Analyze service data, identify trends and lead continuous‑improvement initiatives.
• Strengthen cross‑functional alignment, promote team development and model company values.

Required profile

• 3–5 years of relevant customer service or logistics experience.
• Fluent in English and French.
• Strong knowledge of ERP systems.

Required skills

• ERP systems proficiency.

What we offer

• Opportunity to lead transformation initiatives across multiple functions.
• Collaborative environment with a focus on professional development.