Techtronic Industries Canada


Customer Experience - Team Lead

Toronto, Ontario
Full Time

Job Description:


About TTI Canada

TTI is a world-class leader in design, manufacturing, and marketing of power tools, outdoor power equipment, and floorcare products, as well as hand tools and accessories. We cover a wide range of industries, and our customers vary from consumers to professionals. Our unrelenting strategic focus on powerful brands, innovative products, operational excellence, and exceptional people drives our culture. This focus provides TTI with a platform for sustainable leadership and growth.

Our brands and products are recognized worldwide for their deep heritage, superior quality, outstanding performance, and compelling innovation. Our customers have access to leading brands such as Milwaukee®, RYOBI®, Hoover®, and HART®.

TTI is where culture meets opportunity. We are fast paced, our team is highly energetic, and we reward innovative thinking. We provide a multifaceted training program and hands-on field experience that will stimulate, challenge, and reward you! TTI is a place to explore your potential, where wins are celebrated, and leaders are visible and accessible.

Location: Toronto, ON


Position Description

We are seeking a dynamic individual that is looking to lead a team of Customer Experience representatives and elevate the level our service we give to our customers.

As a Customer Experience Team Lead, you must possess passion, initiative and drive combined with visionary leadership skills. This position requires the ability to build customer centric relationships while communicating TTI's commitment to excellence.  You must possess a Team First attitude, interacting with your peers positively to bring the best out of them and yourself.  Your passion for knowledge, both product and business will help you lead your team to the required objectives.

You will be responsible for leading the team and offering guidance to ensure all aspects of customer service are up to date. The ability to prioritize and get "the job done" while managing the impact versus activity equation is vital. 

A successful candidate will be an outstanding communicator, both internally and externally; you will consistently bring suggestions and solutions to the table, with the focus on continuous improvement. You will also have a high level of organization, enthusiasm, be a team player and be driven to win.


What You Wil Do:

  • Ensure CX team meets objectives as set out daily, weekly, monthly, and annually.

  • Complete, monitor and analyze the CX team performance reports daily, weekly, monthly, and annually to track the team performance.

  • Quality Assurance understanding, completion of quality score cards

  • Provide support to the sales, marketing, pricing, logistics, and other internal team.

  • Continually seek out ways to improve customer satisfaction.

  • Effectively communicate with internal and external customers

  • Liaise with the DC to ensure that customer's requests for shipments are met.

  • Professionally always represent TTI.

  • Develop and arrange Product and Systems Knowledge for the team.


Who You Are:

  • A strong multi-tasker that can prioritize tasks to meet business objectives deadlines in a dynamic and fast-paced work environment.

  • An individual driven by results and who shows continuous improvement with a strong attention to detail.

  • Someone driven by results with a continuous improvement mentality.

  • Someone with a passion for excellence and executes task with the highest degree of integrity and accountability.

  • Someone who is collaborative with distributor partners and our team and has excellent verbal and written communication, influencing skills.

  • Someone who takes the initiative to solve a challenge with solid analytical and problem-solving skills as well as optimizing resources to hit objectives.


What You Have Done:

  • Undergraduate degree or college diploma

  • Customer Experience and Supervisory experience

  • Must be proficient in computer skills and Microsoft Office applications

  • Strong organizational skills

  • Presentation skills

  • Professional telephone manner

  • Read, write, and speak fluent English

  • Bilingual is an advantage


Accommodations are available for applicants with disabilities throughout the recruitment process. If you require accommodations for interviews or other meetings, please advise when submitting your application.

How to Apply