Address
Form of work
SalaryPosition Title:Customer CareTeam Lead
Reports To: Senior Manager, Customer Success
Team Lead to:Customer Care Liaisons
The Organization
At Wholesome Kids Catering, our core values are deeply ingrained in everything we do. With a purpose to Nourish Lives, we take pride in providing childcare centres and schools with healthy, delicious, and child-friendly meals and snacks. Our dedicated and experienced staff are driven by their passion for delivering WOW to all our valued customers and stakeholders.
Our menus are thoughtfully crafted to align with our 'Eat Grow Thrive' philosophy, emphasizing excellent nutrition while incorporating flavors and foods that children love, truly nourishing their active lives and development.
Over the next three years, our primary focus is to be the Dominant Brand for childcare catering in the GTHA. Our state-of-the-art, custom-designed facility will support our top-line growth and overall strategic long-term plans. We have a proven track record of growth, and we are committed to delivering on our six differentiators that will elevate our customers, our services and our processes which will solidify our competitive difference of being a strong Trusted Partner.
At Wholesome Kids Catering, our journey is defined by our unwavering commitment and passion to Nourishing Lives and living out our values each day.
The Role
We are looking for a high-performing Customer CareTeam Lead, an A team player, who plays to win with the best outcome for our customers. You will lead a team who are responsible for answering phones, creating rapport and finding solutions (short and long term) for our amazing customers. You have great problem-solving skills and like to think out of the box to find creative solutions. You are a high performer, able to create an inspiring team environment focused on the customer, able to monitor and adjust the approach based on volumes and ensure the workload is shared throughout the team. You are able to work in a fast-paced environment with an amazing group of people. You always care about the quality of your work and the work of others in your team, and ensures that everyone is well trained and capability to answer difficult questions and respond to various situations in a professional and capable manner. You are committed to our My Word, My Promise value to deliver an uplifting service for our customers. You have the ability to find positive solutions for our customers’ needs and lead the change from reactive to proactive customer service. Your focus is on growth, through collaboration and learning for yourself and the company to benefit our customers.
Success
As a trusted partner and ambassador of the company, the successful candidate will be able to balance being a hands-on team contributor while overseeing the processes to ensure delivery of high performance service to our customers. The Team Lead will be responsible for working with the Senior Manager, Customer Success to bring in improvements to technology, processes and Customer Care policies to support company growth, delivering WOW with our customers and supporting the success within the Customer Care team. The successful candidate will be able to work with multiple customers and team members each day to resolve issues, recommend solutions, offer guidance and the Customer CareTeam Lead will have an engaging demeanor and will inspire confidence and earn trust with our customers and team members each day.
Education & Experience
- College Diploma or University degree, ideally in business administration or similar program.
- Minimum 4-5 years of Customer Care experience
- Minimum 2-3 years of Data Entry experience
- 2-4 years in leading a team is preferred
- Knowledge of food production, and/or nutrition is a strong asset
- Knowledge of Child Care legislation/licensing is a strong asset
- Safe Food Handler certificate/knowledge a strong asset
- G License and access to a vehicle for occasional work in the field
- A clear Vulnerable Sector Check
Skills, Knowledge and Abilities
- Personable, professional and can lead a team positively with a diverse group with various levels of responsibility and accountability
- Strong Customer Centric Focus and Service Orientation
- Process assessment and orientation
- Ability to Delegate, monitor and adjust workflows within a team
- Ability to Learn and Leverage technology
- Intermediate skill level in Microsoft Office Suite of products – Word, Excel, PDF, Outlook
- Intermediate skill level in CRM (customer database) or ERP system, preferably Hubspot and/or MS Navision
- Intermediate skill level in Adobe file creation and edits.
- Strong problem solving skills
- Attention to detail
- Self-driven, motivated and results oriented
- Works well independently and in a team
- Strong verbal and written communication in English
- Second language a strong asset
Key Responsibilities
TEAM LEAD
- Responsible for overseeing the day-to-day operations of the Service team, providing guidance and support, and ensuring that team members are meeting performance targets and delivering high-quality customer service.
- Works in Collaboration with Customer CareTeam Lead (Admin) to ensure the whole team remains aligned, productive and responsibilities are balanced between both Team Leads and team members.
- Communicates goals, targets and supports the team in processes that will align to success achievement of goals and targets. Monitors team progress and makes recommendations on continuous improvement opportunities.
- Responsible for training programs, onboarding and assisting new team members, as well as providing ongoing coaching and development opportunities for team members.
- Handling escalated customer inquiries or complaints. This may involve liaising with other departments or senior management to find solutions and ensure customer satisfaction.
- Ensures the team follows company policies and procedures, including compliance with relevant regulations and HACCP requirements.
- Creates a positive, productive and collaborative team environment (One Team one Dream) that is open to change and ready to serve our customers with passion.
- Participates actively in continuous improvement initiatives.
- Provides and feedback to Senior Manager, Customer Success on team performance, strengths opportunities for growth and development.
CUSTOMER CARE
- Responds to phone calls and/or email correspondence in a friendly, approachable, and confident manner.
- Proactively reaches out to customers to seek out additional information, provide a follow up and/or execute on a desired customer touchpoint.
- Able to assess and understand various situations through asking questions and seeking clarity.
- Listens carefully to our customers and conveys empathy and commitment to a solution or finding a solution.
- Manages customer expectations in a positive manner while resolving roadblocks for an improved customer experience.
- Provides over the phone training (guidance) and/or best practices with customers to deliver a successful food service.
- Creates and/or updates and sends customer communications and notices.
- Supports our customers in the transition to a new menu
- Successfully onboards new temporary customers
- Ability to make a recommendation to the Senior Manager, Customer Success where the situation needs additional care and attention.
- Engages and participates in the execution of innovation projects to help improve customer experience, particularly Uplifting Service methodologies.
- Occasionally participates in customers events, presentations and/or customer visits.
TEAM COLLABORATION
- Communicates and works effectively and collaboratively with Sales, Operations, Shipping, and Marketing (as needed) to deliver great results for customers, and other stakeholders in the company.
- Participates and comes prepared to all daily huddles, 1:1 coaching meetings, and monthly meetings, and any other cadence / meetings as required.
- Follows company charter and is aligned and exhibits company values. Participates in culture events and activities and recognizes others for exhibiting company values.
- Participates in additional projects or added responsibilities as needed.
REPORTING & DOCUMENTATION
- Updates, closes or assigns future dates to CRM tickets daily with accuracy to fully address customer request successfully.
- Assigns issues for additional investigation into the investigation pipeline and closes the loop with customers once completed.
- Updates key and pertinent information on customers in the CRM.
- Updates Customer Care policies and /or documents as needed.
ERP & DATA MANAGEMENT
- Supports and collaborates with the Customer CareTeam Lead (Admin) as required to support the following admin focused activities, ensuring workload is spread across the team in a productive and effective manner.
- Acknowledges receipt of a new Customer Meal Count and Allergen Forms, and makes all required changes to standing orders and sales orders in the MS Navision ERP with accuracy.
- Acknowledges receipt of a new information from a customer and updates the system accordingly.
- Ability to set up new customers in the MS ERP system, including all required customer card, contact card, standing orders, pricing, and dimensions with detailed accuracy.
- Ability to assess customer needs and possible solutions and set up the MS ERP accurately leading to positive customer outcomes.
- Ability to print production and allergen labels and summaries.
- Supports the roll out of new technology enhancements within the Customer Care team.
Competencies
- Results Focus - Aligns organizational resources and accountabilities to accomplish ambitious goals.
- Builds Partnerships – Demonstrates both an internal and external focus on nurturing relationships with key stakeholders to advance our WOW the customer value.
- Customer Focus - dedicated to meeting the expectations and requirements of internal and external customers
- Communications & Influence – Expresses thoughts, feelings and ideas in a clear, professional and compelling manner with individuals and groups.
- Problem Solving – Finds solutions when emotions are involved that are win-win for Wholesome and Wholesome customers.
- Continuous Improvement -. Seeks ways to contribute to, and enhance business and operational efficiencies
- Stress Tolerance & Resilience – Is able to cope when there are competing demands for time and/or the customer is expressing dissatisfaction and it is unclear how you may address the issue (initially). Is able to use productive strategies to refresh your mindset and renew self to stay positive and seek opportunities.
- Optimism – Positive attitude and outlook
KPIs
- Customer Care Issues – per target
- Ticket Resolution Time/Response Time – per target
- % Proactive Interactions vs. Responsive – target to be assessed.
Can-Do Attitude
- Uphold the company’s charter and values
- Plays to Win!
- Respectful of others and self
- Values and seeks feedback from others
- Self-aware, with a high degree of emotional intelligence
- Hands on with a willingness to roll up sleeves and get involved
- Always works to gather data, learn and make recommendations
- 100% trustworthy with the highest level of integrity
- Strong desire to learn and grow
- Thrives in a fast-paced environment
- A true team player
- Ability to deal with ambiguity in a growing company
We are an Equal Opportunity Employer
Wholesome Kids Catering is an equal opportunity employer and is committed to providing accommodations in accordance with the Accessibility of Ontarians with Disabilities Act. If you require an accommodation throughout the recruitment and selection process, we will work with you to meet your needs. We thank all those applicants who have applied; however, only those selected for an interview will be contacted. those selected for an interview will be contacted.
