Working at Caplugs, you'll find a team-oriented environment working to deliver best-in-class products and service to more than 24,000 customers around the world. Our customers trust us with their product production needs day after day, and that trust starts with our most critical asset - our people. We work to identify and develop talent, continuously focusing on innovation, learning and improvement to deliver on our promise to be the product protection partner our customers need to solve their challenges. Are you ready to be a part of our team?

SUMMARY: Responsible for proactive business management of assigned accounts and sales quotes from assigned accounts as a team and on an individual basis. Determine service, production and shipment priorities.

ESSENTIAL DUTIES AND RESPONSIBILITIES: Other duties may be assigned.

Customer Service Responsibilities:

1. Account Management - Serve as the primary point of contact for assigned accounts, fostering relationships and ensuring effective communication.

2. Customer Support - Handle inquiries related to pricing, quality concerns, and general account needs.

3. Quoting & Order Processing - Provide quotes promptly; enter and process orders received via phone, email, or web portal.

4. Expediting & Issue Resolution - Coordinate production, shipping, returns, complaints, and technical assistance as required

5. Sales & Business Development - Identify and communicate new opportunities to grow customer accounts and revenue.

6. Interdepartmental Coordination - Collaborate with teams to ensure seamless service i.e. Account Managers, Inside Sales, Purchasing.

7. Customer Satisfaction & Problem-Solving - Address concerns and recommend solutions to enhance service quality and business performance.

8. Team Support - Provide backup for Account Managers, ensuring continuity in customer service.

9. Internal Communication - Keep all relevant departments informed of evolving customer needs and opportunities.

Team Lead Responsibilities:

1. Attendance & Scheduling - Monitor and manage CSR team vacation requests, sick days, medical appointments, tardiness, and absences to ensure adequate coverage

2. Policy and procedures: Ensure customer service team adheres to company policies and operational procedures

3. Performance management: Conduct annual performance reviews with clearly defined roles and responsibilities to maintain accountability and minimize errors

4. Open Order Management: Export and review list of open orders; facilitate service team follow-up, ensuring timely resolutions to prevent shipping delays

EDUCATION and/or EXPERIENCE: Degree or certificate from college or technical school; three to five years related to customer service, team lead and management experience and/or training; or equivalent combination of education and experience.

LANGUAGE SKILLS: Ability to read and interpret documents such as safety rules, operating and maintenance instructions and procedure manuals in both English and French. Ability to write routine reports and correspondence in English and French. Ability to speak effectively before groups of customers or employees of the organization in English and French.