Customer Service Team Lead

World Mail Systems is part of an international direct marketing, printing and mailing company. We are looking for someone to lead our Customer Service Team. You will need some experience in the printing or direct mailing industries and have business experience. If this is you, please read more.

The Path: Major Responsibilities
• Oversee and schedule activities of sales support team
• Manage client workflow (input orders, job scheduling)
• Ensure that all deliverables and client expectations are met and exceeded
• Coordinate all necessary resources to meet client timelines and requirements
• Maintain up to date knowledge of WMS services (database programming, laser printing, offset printing, digital printing and mail production), postal administrations and industry trends
• Provide customer service to both internal and external clients
• Build relationships with customers and suppliers
• Solve problems and provide constructive solutions and escalate problems in a timely manner
• Ensure quality levels expectations are met
• Train sales support staff
• Perform tasks per Responsibility Schedule on a timely basis

Responsibility Schedule
• Provide dedicated support to General Manager including:
o Manage client workflow and communications
o Create accurate estimates on a timely basis
o Maintain price lists
o Create work orders
o Maintain vendor relationships
o Issue reports
o Process jobs
o Manage the proofing process
o Schedule jobs
o Research
o Other duties
• Escalate client related issues in a timely manner to ensure client satisfaction.
• Liaise with outside vendors to complete supplier orders
• Assess support team’s skill level, provide feedback to General Manager on quarterly basis
• Flexible time schedule per operational requirements, responsibilities may require evening and weekend work and business travel
• Other duties and special assignments as assigned

Working for a Canadian managed, international company.
Working with a small, young and highly motivated team.
Progressive leadership.

Please send your CV in english by e-mail.