Enterprise sales executive expanding UiPath’s automation software across Canadian government, universities, and Crown corporations. Growing existing accounts, acquiring new logos, and driving public - sector automation strategy.
About the role
- Customer Support Team Lead providing training, coaching, and support for the Sales Support team. Ensuring exceptional customer experience and compliance with company standards at Trail Appliances.
Responsibilities
- Provide day-to-day leadership, guidance, and floor support to team members, ensuring questions and issues are resolved promptly to maintain productivity and service levels.
- Conduct regular team huddles, and coaching sessions to communicate priorities, reinforce expectations, and drive accountability.
- Monitor individual and team performance against key performance indicators (KPIs), service level agreements (SLAs), quality standards, and productivity targets as assigned by management.
- Participate in delivering onboarding and ongoing training programs to ensure employees have the knowledge, skills, and confidence to perform their roles effectively.
- Promote compliance with company policies, procedures, and service standards while reinforcing a culture of accountability and customer excellence.
- Investigate customer issues by coordinating with Sales, Operations, Logistics, Warehouse, Delivery, Finance, and other departments to achieve effective resolutions.
- Manage customer recovery situations and service failures by implementing appropriate solutions that protect the customer experience and company reputation.
- Support the team in resolving order management issues, delivery concerns, product availability challenges, and system-related exceptions.
- Oversee daily workflow and operational priorities to ensure service levels, response times, and departmental objectives are consistently achieved.
- Monitor operational dashboards and queues to ensure deadlines and customer commitments are met.
- Ensure administrative tasks, documentation, and system updates are completed accurately and within established timelines.
- Participate in continuous improvement initiatives by providing operational feedback and recommending best practices.
- Build strong working relationships with Sales, Logistics, Warehouse, Delivery, and other internal departments to support seamless customer experiences.
- Support the Supervisor with the day-to-day operation of the department, ensuring business priorities are effectively managed in their absence.
- Assist with workforce planning, scheduling, workload balancing, and operational decision-making to achieve departmental goals.
- Perform additional leadership or operational responsibilities as assigned to support departmental and organizational success.
- Assist leadership in implementing operational initiatives, process improvements, organizational change management activities and other activities.
Requirements
- Previous experience in customer service, administrative, training or team lead role.
- Experience providing on-the-job coaching, classroom instruction or online training required for the role.
- Strong customer service focus with the ability to manage escalated situations professionally.
- Excellent verbal and written communication skills.
- Strong time management and organizational skills.
- Detail oriented with strong analytical and problem-solving skills.
- Strong systems and process capabilities.
- Experience analyzing performance data and applying findings in a constructive way.
- Skilled in using CRM and order management systems.
- Ability to quickly understand and explain processes and workflows.
- Proven ability to build strong relationships with clients, team members, leaders and business partners.
- Strong leadership skills, including collaboration, communication, decision making and creative problem-solving.
- Motivated and self-sufficient, with the ability to work well under pressure and move forward with confidence.
- Advanced knowledge of Microsoft Office.
- Ability to establish priorities, work independently and support a high-volume team environment.
Benefits
- Extended Health Benefits
- Merit Performance
- Generous employee discounts
- Gym membership discount
- Employee Recognition Program
- Company events
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
No Education Requirement
Location requirements
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