Customer Service Lead

The Customer Service Lead is responsible for enhancing the customer experience through operational excellence, process improvement, and customer support. This role serves as a key liaison between customers and internal teams, ensuring responsive service, accurate information, and consistent execution across all customer touchpoints.
As the owner of the customer portal, you will be responsible for customer onboarding and training, system administration, process documentation, CRM data integrity, and continuous improvement initiatives. You will also provide day-to-day guidance and coaching to the Customer Service team, helping drive consistency and service excellence without direct supervisory responsibility.
Key Responsibilities
Customer Experience & Communication

• Serve as the primary point of contact for customer inquiries by phone, email, and the customer portal.• Assess and prioritize service requests, routing them appropriately to ensure timely resolution.• Follow up proactively on service requests, quotes, orders, and customer concerns.• Provide first-level technical support and troubleshooting assistance.• Act as an escalation resource for complex customer issues.• Deliver a professional, responsive, and solution-oriented customer experience.

Customer Portal Administration & Training

• Own and administer the customer portal, including user setup, access management, and maintenance.• Train customers on portal functionality, self-service tools, and best practices.• Create and maintain customer-facing training materials and documentation.• Support customer adoption of digital tools and portal enhancements.

Team Support & Functional Leadership

• Provide day-to-day guidance, coaching, and support to Customer Service team members.• Act as a subject matter expert for customer service processes, CRM systems, Microsoft Dynamics, and portal functionality.• Support onboarding and training of new team members.• Promote consistency, knowledge sharing, and customer service best practices.• Collaborate with leadership on process improvements and operational initiatives.

Quoting & Order Management

• Prepare and manage customer quotations through Microsoft Dynamics.• Validate pricing, product information, and order details.• Process and track customer orders in accordance with established procedures.• Coordinate service scheduling and technician dispatching when required.

CRM, Systems & Data Integrity

• Manage customer service cases and maintain accurate customer records.• Ensure data integrity across CRM and ERP systems.• Support reporting, KPI tracking, and continuous improvement initiatives.• Identify and address data quality issues and process gaps.

Process Improvement & Documentation

• Develop and maintain customer service procedures, work instructions, and training materials.• Identify opportunities to improve workflows, efficiency, and the customer experience.• Monitor service trends and recommend corrective actions where needed.• Support standardization, knowledge sharing, and operational excellence initiatives.

Cross-Functional Collaboration

• Partner with Sales, Operations, Technical Services, Manufacturing, and Finance to resolve customer issues and support service delivery.• Participate in service reviews and continuous improvement initiatives.• Support customer onboarding and account setup activities.

Qualifications

• 5+ years of experience in customer service, customer support, order management, or service coordination.• Experience with CRM and ERP systems; Microsoft Dynamics is an asset.• Experience administering customer portals or similar business systems.• Strong customer service, communication, coaching, and problem-solving skills.• Ability to train customers and team members on systems and processes.• Strong organizational skills and attention to detail.• Basic technical troubleshooting knowledge.• Bilingual in English and French (English is required approximately 30% of the time for regular communication with customers and stakeholders in the U.S. and Europe).• Continuous improvement, Lean, or process optimization experience is an asset.