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Lead Customer Service Representative

Date:  Aug 13, 2022
Location: 

Richmond Hill, ON, CA, L4B 4W6

Global Industrial

Corporate Overview

For over 70 years Global Industrial has been an industry leader providing private label and brand name industrial equipment and supplies to businesses throughout North America.

We carry over one million industrial, material handling and business products that are sold through our website, corporate sales people and full color catalogs. We are constantly increasing our product offerings to meet the diverse and changing needs of our customers. Our customers include small to large corporations, institutions, government agencies and consumers across North America.

Key Responsibilities

  • Be the first point of escalation on any customer/internal issue
  • Approve credit and debit memos created by the One CEX team
  • Assists Customer Experience team of representatives with escalated issues and calls
  • Interact with the Collections/Accounting department to resolve customer service discrepancies as well as other departments as needed to offer strong problem resolution
  • Assist with Lead Assist and Escalation emails
  • Provide associate specific training as directed and in coordination with the Assistant Manager team
  • Assist in front line phone, email, and/or chat queues when volumes exceed established criteria
  • Modify/Cancel orders
  • Work as a cohesive team and in unison with the other CS leads
  • Approve RMAs
  • Perform other duties as assigned

Competencies and skills

  • 3 to 5 years of lead or managerial experience
  • Experience coordinating between various departments
  • Flexible to work on month end closing deadlines and lead the team to success.
  • Experience in industrial supply
  • Proficient in MS Word, Excel, PowerPoint, Access.
  • Strong Interpersonal skills.
  • Excellent written and oral communication skills.


Job Segment: Supply, Operations