Customer Experience Team Lead

Customer Experience Team Lead

We currently have an opening in our Burlington, Ontario office for a highly motivated individual with a strong work ethic to join our Customer Experience Team in the role of Customer Experience Team Lead. The ideal candidate will be responsible for guiding the day-to-day tasks and facilitating collaboration within the Customer Experience Team. This opportunity is well-suited for an individual who is able to motivate a group of people with their problem-solving, delegation, and relationship-building skills. This position will work closely with both Customer Experience team members and other departments to ensure the needs of customers and StressCrete Group’s values and standards are met.

Responsibilities

• Manage workflow from the Customer Experience inbox to the Customer Experience team, and oversee the inbox throughout the day.
• Delegate and review production releases to the Customer Experience team, ensuring coordination for approval from other department managers.
• Train new Customer Experience team members, utilizing SOP’s and checklists.
• Develop and maintain additional reporting tools, create dashboards with Excel, Data Rails, and ERP system.
• Review weekly and monthly Customer Experience reporting.
• Serve as the point of contact for customers within the Company, advocating for customer needs and preferences and working proactively to address customer pain points.
• Ensure all required drawings and order information are complete and accurate.
• Expertly navigate the ERP system to assist with information requests from Sales, Production, Engineering, and External Stakeholders.
• Act as a liaison between the ERP and the Company, submitting tickets, following up, and sending updates on ticket progression.
• Facilitate, plan, and lead meetings with the team and other departments.
• Lead projects and people, keeping the Company’s Purpose, Vision, and Values top of mind when making decisions.
• Respond to all customer inquiries in a professional and timely manner.
• Support various departmental initiatives and projects.
• Act as a backup for data entry and updating of sales information.
• Acts as a backup to the Customer Experience Manager when they are out of the office.
• Acts as the primary backup to the front desk/receptionist in their absence; serving as the first point of contact for visitors, clients, and employees both in person and over the phone.

Requirements

• Post-secondary education in Business Administration, Sales, or a related field
• Minimum 5 years of customer service experience required.
• Highly knowledgeable and proficient in working with ERP software.
• Proficiency in working with CRM software is considered an asset.
• Demonstrated ability to work with MS Office Suite of products.
• Excellent attention to detail and commitment to a high degree of accuracy.
• Demonstrated ability to work autonomously in a fast-paced environment.
• Accountable and results-driven, with a strong attention to detail.
• Proven ability to work collaboratively in a multidisciplinary team environment.
• Excellent time management and organization skills.
• Excellent verbal and written communication skills.

To Apply

This posting is to fill an existing vacancy.

Salary Range: $55,000-$70,000

This Job is for You if

You are looking to work in a non-corporate family environment, where your efforts are rewarded and appreciated across the company. We have a flat organizational structure, allowing you to have the opportunity to interact with all levels of management within the organization. We are looking for the future leaders of our company to have lifelong, challenging careers – the only limits to your growth are the limits you put on yourself.

Interested applicants, please submit a cover letter with your resume in MS Word or PDF format to: vforcier@scgrp.com no later than April 15th, 2026. Please be sure to reference ‘Customer Experience Lead – StressCrete Group Burlington‘ in the subject line. No phone calls, please. We thank all applicants for their interest; however, only those selected for an interview will be contacted.

Commitment to Accessibility

StressCrete is committed to meeting the needs of applicants with disabilities in a timely manner and providing those individuals with treatment that is fair, respectful, and dignified. Please let us know if you require accommodations at any stage of the recruitment or application process.

Key skills/competency

• Customer Experience Team Lead
• Workflow Management
• Team Leadership
• ERP Systems
• CRM Software
• Reporting and Dashboards
• Customer Relationship Management
• Process Improvement
• Cross-functional Collaboration
• Communication Skills