CUSTOMER EXPERIENCE TEAM LEAD – HEAD OFFICE

Join our team of talented, passionate, and dedicated professionals in a fast-paced, growing environmentally conscious company. Located on beautiful farmland in Delta, BC, our head “office” is a fantastic, renovated farmhouse with scenic views of our lush gardens and fields. We care about each other and what we do and are looking for an experienced individual who shares our Values of supporting community, diversity, nature, organic principles and inspiring joy.
We are seeking a dedicated and dynamic Customer Experience Team Lead to lead our customer service team and enhance the overall customer experience. This role is pivotal in ensuring that our customers receive exceptional service and support throughout their journey with us. The ideal candidate will possess strong leadership skills, project management expertise, and a passion for delivering outstanding customer service.

ATTRIBUTES AND SKILLS:

• Strong knowledge of customer service principles and practices.
• Background or strong interest in gardening, farming, horticulture or related product knowledge.
• Excellent interpersonal and communication skills, including a positive, professional manner.
• Enjoys collaboration and teamwork.
• Good computer skills, with experience using order entry software and a multi-line telephone system.
• Attention to detail, accuracy, and the ability to work in a busy environment.
• Able to problem solve, multi-task, and organize workloads.
• Knowledge of marketing and/or inside sales would be a definite asset.
• Experience with ecommerce customer experience platforms.
• Ability to set and measure KPIs across a Customer Service department.

• Lead a support team of customer service representatives, providing day-to-day support, coaching, and feedback.
• Schedule staff and monitor usage and requirements for CS team.
• Institute and monitor performance KPIs for the team to ensure quality and efficiency:
• Calls per staff member and time to completion
• Emails per staff and response times and results
• Automated messaging responses upkeep
• Product promotions and upsells
• Website responses (blogs, UGC coordination, etc.)
• Handle daily customer inquiries across all platforms; digital, email, phone, in-person.
• Support training for new team members ensuring high standard of customer service.
• Contribute to customer experience strategy for ecommerce, retail, and wholesale customers.
• Share feedback with senior team to improve customer experiences and strengthen brand loyalty.
• Coordinate custom packet and farm channel sales under direction of appropriate departments.
• Be available for annual inventory count and coordination of team schedules.