**Company Description** We are SGS – the world's leading testing, inspection and certification company. We are recognized as the global benchmark for sustainability, quality and integrity. Our 99,600 employees operate a network of 2,600 offices and laboratories, working together to enable a better, safer and more interconnected world. **Job Description** This position provides office support to a variety of departmental professionals and mid-level to senior manager and department heads as well as customers. Incumbents must be capable of multi-tasking to meet the department needs of working with multiple managers and assignments simultaneously.

*   Managing customer request to SGS (Receiving orders/nomination, front loading in BOSS, preparing physical file)
*   Gather all needed documentation (reports, expenses, supplier invoices, timesheets, etc.) to be able to invoice files
*   Process draft invoice according to applicable contract/pricelist
*   Obtain proper approval to be able to release final invoice
*   Manage all client requests on submitted invoices
*   Perform credit when needed and get manager approval
*   Prepare quotes in system when needed
*   2nd line of collection (via email and phone calls)
*   Prepare all needed documentations for Month End
*   Iprocurement – Input invoices and all third-party contractor invoices
*   Entering payroll in the system and assists with all timecards approval.
*   Make sure all payroll adjustments are done and processed
*   Provides mutual back-up support to other Administrative staff as required (meals, pause and vacation relief)

**Qualifications**

*   High school diploma (5 years) or equivalent
*   Post-secondary education (College) in an Administrative field.

**Experience**

*   5 years of previous working experience in an Administrative-related role is required.
*   Experience with invoice would be an asset

**Knowledge / Skills / Abilities**

*   Candidates must be proficient in using various types of computer software (Word, Excel, PowerPoint, Outlook etc.).
*   Oracle applications would also be an asset.
*   Proven ability to efficiently handle multiple projects in a fast-paced, highly professional environment.
*   Demonstrates excellent verbal and written communication skills, EN / FR, including grammar and composition.
*   Proven time management skills and strong attention to detail.
*   Works well under pressure.
*   Ensures full compliance with the company’s Health & Safety, Code of Integrity, and Professional Conduct policies.

**Additional Information** SGS is an Equal Opportunity Employer, and as such we recruit, hire, train, and promote persons in all job classifications without regard to race, color, religion, sex, national origin, disability, age, marital status, sexual orientation, gender identity or expression and Indigenous status, or any other characteristics protected by law. To perform this job successfully, an individual must be able to perform each essential duty satisfactorily with or without reasonable accommodations. The requirements listed above are representative of the knowledge, skills, and/or abilities required. This job description should not be construed as an exhaustive statement of duties, responsibilities, or requirements, but a general description of the job. Nothing contained herein restricts the company’s rights to assign or reassign duties and responsibilities to this job at any time. Accommodations are available on request for qualified candidates during each stage of the recruitment process. **Please note that candidates applying for Canadian job openings should be authorized to work in Canada.**

Bilingual Administrative Support, Operations

naturSource s’est donné pour mission de rendre les collations meilleures pour la santé — et nous sommes en pleine croissance. Nos garnitures pour salades, noix spécialisées et mélanges sont vendus à travers l’Amérique du Nord, le Mexique, l’Europe et l’Asie, et nous visons à doubler nos ventes d’ici 2029. Pour soutenir cet élan, nous recherchons un(e) Coordonnateur(trice) Ventes et Événements méticuleux(se), capable de transformer un flot de formulaires en une exécution impeccable et de faire en sorte que nos salons professionnels se déroulent comme sur des roulettes.

**Vos responsabilités**

*   **Gérer la paperasse** Maintenir impeccablement nos informations d’entreprise et nos fiches produits dans les portails fournisseurs (p. ex. GS1, Loblaws, Sobeys, Metro, Retail-Link) ainsi que dans nos systèmes internes. Soumettre des formulaires de fournisseur, ententes de listing, documents d’achat, formulaires de conformité et listes de prix — sans erreurs ni retards.
*   **Organiser nos salons professionnels** Coordonner la logistique, les hôtels, les vols, les accréditations, les maquettes, les échantillons et la distribution d’articles promotionnels pour sept salons par année; veiller à ce que le kiosque soit entièrement équipé et sans souci, afin que notre équipe de ventes puisse se concentrer sur la vente.
*   **Être le pivot central** Gérer les appels, les courriels et les demandes d’échantillons; consigner et résoudre les plaintes clients en partenariat avec l’équipe d’assurance qualité (QA).
*   **Suivre les chiffres** Mettre à jour les différents indicateurs afin que l’équipe de ventes ait toujours les dernières informations.
*   **Soutenir l’équipe de lancement.** Collaborer avec notre Spécialiste de la marque et du design pour acheminer les maquettes, feuilles de vente et supports de communication là où ils sont requis.

**Ce que vous apportez**

*   Au moins **3 ans d’expérience** en soutien aux ventes, opérations commerciales ou coordination d’événements dans le secteur des produits de grande consommation (CPG) — un atout considérable si c’est dans l’industrie alimentaire.
*   Un excellent sens du **service client** : communication claire, chaleureuse et professionnelle (bilinguisme anglais/français, un plus).
*   La **capacité de gérer simultanément** les urgences et les projets à long terme sans rien échapper.
*   Une **attitude positive** et un grand **esprit d’équipe**.
*   De la **rigueur** et de **l’intégrité**.

**Pourquoi naturSource?**

*   **Impact** Votre minutie maintient nos produits primés sur les tablettes et accélère notre expansion mondiale.
*   **Croissance** Vous travaillerez aux côtés de notre CRO et de notre équipe de développement des affaires, en découvrant les rouages de grands détaillants comme Costco.
*   **Culture** Entreprise familiale depuis 1980, nous vivons nos valeurs : intégrité, respect, travail d’équipe et innovation audacieuse.
*   **Avantages** Salaire concurrentiel, prime au rendement, régime d’avantages sociaux et rabais employés sur nos délicieuses collations naturSource!

**_Pour ce poste, la connaissance de l'anglais et du français est nécessaire pour communiquer avec les clients hors de la province de Québec.__Sur la base d'une évaluation, nous avons déterminé que les fonctions de ce poste requièrent la connaissance de l'anglais en plus du français (oral et écrit). Nous avons également déterminé que les compétences en anglais déjà exigées des autres employés sont insuffisantes pour l'exécution des tâches liées à ce rôle, malgré le fait que nous nous efforçons de limiter autant que possible le nombre de postes exigeant la connaissance d'une langue autre que le français. Exige la maîtrise de l'anglais lorsqu'elle est nécessaire à l'exécution des tâches d'un employé_**

\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_

naturSource is on a mission to make snacking **better for you**—and we’re scaling fast. Our salad toppers, specialty nuts, and trail mixes are now sold across North America, Mexico, Europe and Asia with a goal of doubling sales by 2029. To keep that momentum, we need a detail obsessed **Sales & Event Coordinator** who can turn paperwork chaos into seamless execution and keep our tradeshows running like clockwork.

**What You’ll Do**

*   **Own the paperwork** Flawlessly manage our company and items in vendor portals like GS1, Loblaws, Sobeys, Metro, Retail-Link and internal systems. Submit vendor forms, item agreements, buy docs, compliance forms and price lists—no typos, no missed deadlines.
*   **Run our trade shows** Coordinate logistics, hotels, flights, badges, mockups, samples, samples and swag for seven shows a year; make sure the booth is fully equipped and hassle free so our sales team can focus on selling.
*   **Be the hub** Triage calls, emails, and sample requests; log and resolve customer complaints in partnership with QA.
*   **Keep the numbers straight** Update trackers so the sales team always has the latest intel.
*   **Support the launch team** Coordinate with our in‑house Brand & Design Specialist to get mock‑ups, sell‑sheets, and collateral where they need to go.

**What You Bring**

*   3+ years in CPG sales support, sales ops, or event coordination (food industry = big plus).
*   Customer service chops: clear, friendly, professional (bonus if you’re bilingual EN/FR).
*   The stamina to juggle emergencies **and** long term projects without dropping a ball.
*   Positivity and team spirit
*   Accountability and integrity

**Why naturSource?**

*   **Impact** Your accuracy keeps our award-winning products on shelf—and fuels our march towards global market penetration.
*   **Growth** Work side‑by‑side with our CRO and Business Development team; learn the inner workings of major retailers like Costco.
*   **Culture** Family owned since 1980, we live our values—integrity, respect, teamwork, and bold innovation.
*   **Perks** Competitive salary, performance bonus, benefits, and employee discounts on delicious naturSource snacks!

Coordonnateur(trice) Ventes et Événements / Sales & Event Coordinator

**Astellas Canada – Medical Science Liaison (Quebec/Atlantic)**

At Astellas, we strive to become a cutting-edge, value-driven life science innovator. This means working at the forefront of healthcare change to turn innovative science into VALUE for patients.

**What sets us apart is our focus on patients, our pioneering innovation, our collaborative culture, and the passion of our talented people.**

Making a positive impact on patients’ lives is the purpose behind everything we do. At Astellas, we are relentless in our pursuit of scientific progress and in tackling unmet medical needs, demonstrated by our legacy in oncology, overactive bladder and transplant and our impressive pipeline in women's health, blindness and regeneration, genetic regulation, immuno-oncology, mitochondria and targeted protein degradation.

**About Us:**

We are a global pharmaceutical company headquartered in Japan, with a team of more than 14,000 managing operations in approximately 70 countries around the world. We are in the Top 30 global biopharma company based on global revenues and are predicted to be one of the Top 10 Cancer Drug Makers of 2024 by Fierce Pharma.

**In Canada, we are growing to meet the exciting opportunities realized by our legacy brands and rich pipeline of innovative treatments.**

We are looking for candidates who will thrive in our entrepreneurial and empowering environment where talent and leadership flourish. Do your values align with our Astellas Way - patient focus, ownership, results, openness and integrity? Then we would love to hear from you.

From the first day in role, everyone at Astellas has a responsibility for creating a brighter future for patients around the world. We nurture exceptional relationships with our employees to allow them to thrive, foster innovation, and deliver exceptional business results. We work to create a culture where our people feel empowered to pursue brave ideas and ambitious outcomes, to have the confidence to be accountable for a higher standard of performance and embody a competitive and solutions-oriented mindset.

**Our expertise, science and technology make us a pharma company. Our open and diverse culture is what makes us uniquely Astellas.**

Astellas Pharma Canada (APCA) is currently searching for a Medical Science Liaison, MA-Canada reporting to Head TA Specialty MA-Canada.

**Description​** The Medical Science Liaison (MSL) serves as the field scientific/medical expert in delivering the MSL mandate of facilitating non-promotional scientific exchange and translating scientific knowledge into value for patients in alignment with Astellas’ corporate strategic direction. He/she is responsible for the successful implementation of regional field-based medical/scientific tactics that support the Astellas organization needs for in-line and development compounds of the Therapeutic Area (TA) Medical Strategic Plan.​

**Essential Job DutiesStakeholder Relationship Activities:Le**

*   ad the development and implementation of a Stakeholder Identification and Engagement Plan that addresses the medical needs of stakeholders, in alignment with the TA Medical Affairs strategic plan and corporate business priorities.De
*   velop trusted relationships with medical stakeholders that deliver non-promotional scientific/medical value in a timely manner with the goal of improving patient care.Re
*   present Astellas Medical Affairs at relevant provincial HTA and payer meetings, coordinating appropriate resources and clinical input to facilitate opportunities and collaborations with these customers.In
*   vestigates and understands medical, health care, health technology assessment (HTA) and payer landscape and implements a MSL Regional Plan to address existing or future scientific/HEOR gaps, in collaboration with the MSL Associate Director, Associate Medical Director and MAGR colleagues.Re

**search Support Activities:In**

*   collaboration with Research Operations, identify and understand site research capabilities within assigned region.Id
*   entify potential investigators for upcoming research activities based upon the criteria set by the study teams.Le
*   ad regional profiling and communicate insights.Pr
*   ovide TA expertise for study sites as needed (i.e. site initiation visit, throughout the study) to identify changes in the medical landscape.Su
*   pport Investigator Sponsored Research requests, as needed.Ca

**nada Medical Plan Deliverables:In**

*   terpreting, applying and communicating stakeholder (incl. payer) insights from regular field interactions to shape the medical strategy.Id
*   entifying and supporting international, national and regional scientific meetings, including collection of scientific insights from sessions and stakeholders.Su
*   pporting regional expert meetings, regional HTA and payer meetings, internal training (e.g. disease management, HEOR, product info etc.), and other medical activities.Pa
*   rticipating in other TA/HEOR or departmental activities as needed.As
*   sisting in the development of content for strategic MSL activities, such as regional expert meetings or payer meetingsAc
*   t as a strategic medical interface with provincial HTA and payer stakeholders and head office to ensure voice of customer is represented in strategic HEOR and Medical Affairs (MA) plansDe
*   velop and demonstrate best practices to optimize MSL regional activitiesNo

**n-Promotional Scientific Exchange Activities:Pr**

*   esenting scientific data in various venues including as requested by various stakeholders including physicians, pharmacists, and formulary committees.Di
*   scussing approved scientific information with stakeholders regarding Astellas products and disease state management concepts as appropriate.Id
*   entifies opportunities/speakers for regional Medical Education events that align with the Medical Affairs TA Strategic Plan and collaborates with Medical Education to develop and implement the program, including speaker training and content development for other learning activities.Id
*   entify gaps in TA non-promotional medical materials (NPMM) and lead development of content to satisfy TA needs.Me

**dical/Governance Expertise:Ma**

*   intains advanced scientific expertise and understanding of the relevant TA disease, Astellas pre-marketed and approved products; as well as competitor products.Es
*   tablish effective communication with internal stakeholders) to understand and support the needs of the business.Ma
*   intains in-depth knowledge and understanding of Astellas Medical Governance framework, global and local SOPs, Innovative Medicines Canada and Health Canada guidelines.En
*   sures that all activities are compliant with medical governance guidelines and are consistent with the APCA Corporate Code of Ethics.Re

**quired QualificationsAd**

*   vanced scientific degree including Ph.D., PharmD, MD, MSc. in a healthcare or scientific discipline and at least 2 years’ experience in the pharmaceutical industry preferably in Medical Affairs.Mi
*   nimum two (2) years field-based pharmaceutical medical experience.A
*   high level of scientific expertise including knowledge of Canadian Health care delivery, HTA and payer systems and principles of health economics & clinical outcomes research with a proven ability to interpret and effectively communicate complex clinical and pharmacoeconomic data.St
*   rong strategic thinking ability, operating with a sense of urgency to respond to business needs in a timely manner and solid business acumen.De
*   monstrated ability to work effectively in a matrix organization.Ex
*   cellent interpersonal skills for successful cross-functional collaborations with internal partners is essential.De
*   monstrated independence in managing assigned projects within established timelines.Fa
*   miliarity with all aspects of clinical trial processes.Kn
*   owledge and adherence to local regulatory agency (Health Canada) policies, the Innovative Medicines Canada Code of Conduct and Good Clinical Practices (GCP) guidelines.Co
*   mplex problem-solving skills.Ab
*   le to manage a frequent travel schedule, with up to 40% overnight travel. Proficient in Microsoft Office.Bu
*   siness-fluent English and FrenchPr

**eferred Qualifications​**

*   **P**rior MSL and Women’s Health experience is an asset.Ex
*   perience in a health care environment strongly preferredPr
*   ior experience in working remotely and managing frequent travel scheduleTh
*   orough understanding of applicable external and internal guidelines as they relate to Medical Affairs​W

**orking EnvironmentThi**

*   s is a field-based position in Quebec. It is preferred that the incumbent reside in the Montreal area.Add

**itional InformationAst**

ellas Pharma Canada welcomes and encourages applications from people with disabilities. Accommodations are available on request for candidates taking part in all aspects of the hiring process.Ast

ellas Pharma Canada requires full Vaccination against COVID-19 as a condition of employment. Reasonable accommodation to this policy may be granted for a valid accommodation request under human rights legislation.No

telephone inquiries, in-person applications, or agencies please. While we appreciate all applications, only candidates under consideration will be contacted

Medical Science Liaison (Quebec/Atlantic)

**Type de poste:** Permanente **Titre du poste:**Merchandising Analyst - eCommerce **Numéro de la demande:** 41629 **Catégorie d'emploi:**Administration **Division:**Qc - Stratégie Num. / Commerce en ligne (80069071) **Département:**Marketing et commerce électronique **Lieu de travail:**METRO - SIÈGE SOCIAL - M-DUPLESSIS, MTL (#M-SS) **Province:**Canada : Ontario **Type d'emploi:**Permanent **Joining Our Team Has Its Advantages**

*   Flexible working hours to promote work/life balance
*   Hybrid telework
*   Flexible group insurance plan from day one
*   Very competitive pension plan
*   Generous vacation policy
*   Weekly pay
*   Employee and family assistance program
*   Free parking
*   Professional development opportunities
*   Several ED&I programs and initiatives
*   EV charging stations

**Summary** We are looking for a dynamic and strategic person to contribute to the growth of our Metro Ontario and Food Basics online banners. Your mission in the team: Optimize the shopping experience, drive conversion, increase basket size, and directly contribute to sales and margin growth. **Specific Reponsibilities**

*   Assist the e-commerce Merchandising Manager in developing overall e-commerce go-to-market strategy to maximize customer engagement and online sales performance.
*   Analyze results, conduct analyses of retails history, advertising success and various merchandising initiatives to identify opportunities for improvement, and recommend concrete actions to optimize business efficiency.
*   Collaborate with marketing, operations, catalogue, procurement, and artificial intelligence teams to ensure smooth and efficient execution.
*   Contribute to the development and implementation of new merchandising and marketing tools in e-commerce.
*   Stay on top of e-commerce innovations and trends, propose innovative ideas and transform them into concrete actions to enrich the offer and the customer experience.

**Qualifications**

*   3-5 years experience in e-commerce merchandising or marketing ideally in the food or retail sector.
*   Proficiency in MS Office, SAP and PowerBi
*   Excellent analytical skills and ability to derive insights from data to guide strategic decisions.
*   Attention to detail, creative thinking, ability to manage change, analytical thinking, strong communication skills and customer focused
*   Curiosity and proactivity in the face of digital trends and online consumer behaviors.

_**Les responsabilités et les relations attribuées à ce rôle peuvent changer si nécessaire pour atteindre les objectifs de METRO.**_ _**METRO a pris l'engagement d'offrir un environnement de travail inclusif qui reflète les communautés que nous desservons. Ainsi, l'entreprise valorise, respecte et mise sur la diversité des origines, des expériences et des points de vue car elle nous permet d'innover, de prendre de meilleures décisions et de mieux comprendre notre clientèle. Nous considérerons les candidatures qualifiées provenant de tous les horizons afin de constituer la meilleure équipe.**_ _**Nous vous encourageons à nous informer si votre condition actuelle nécessite des mesures d'adaptation au niveau du processus de recrutement afin que nous puissions vous accommoder.**_ _**Veuillez noter que nous communiquerons uniquement avec les personnes dont la candidature est retenue.**_ _**Nous demandons respectueusement aux agences de ne pas communiquer avec nous ou nous faire parvenir des candidatures non sollicitées.**_

Merchandising Analyst - eCommerce

Turn paperwork chaos into seamless execution by maintaining flawless vendor and item records across multiple retailer portals, managing tradeshow logistics from start to finish, and serving as the first line of communication for customer requests. This allows the CRO and Business Development team to stay focused on sales and growth.

Key Responsibilities:

Vendor & Item Management:

*   Create and maintain accurate records in GS1, Loblaws CPMS, Sobeys ITR, Metro Portal, Walmart Retail Link, and internal BC system.
*   Submit vendor forms, item agreements, buy docs, compliance certificates, and internal documentation ahead of deadlines—zero errors, zero rejections.
*   Plan and execute a minimum of seven trade shows annually across North America and other international locations.
*   Manage all aspects of event logistics: book flights, hotels, badges, coordinate booth freight, mockups, samples, and branded swag.
*   Ensure all events run on budget and are "hassle-free" for the sales team.
*   Handle lead retrieval and initial post-event follow-ups for the sales team.
*   Log requests, coordinate with Brand & Design Specialist, and pack sample boxes to company standards.
*   Ensure that all mockups, sell sheets, and samples are delivered on time and complete.
*   Maintain key trackers (pricing, commitments, win rate, demo calendars) in Excel and BC.
*   Keep dashboards updated and ready for the weekly sales huddle.
*   Triage inbound calls, shared inbox, and customer inquiries.
*   Collaborate with QA to resolve customer complaints in a timely manner.
*   File contracts, agreements, vendor documents, price lists, and more in an organized and easily accessible manner on the network drive and other relevant platforms.
*   99% on-time submission rate for vendor/item forms with <1% data errors.
*   Successful execution of all seven trade shows without budget overruns or freight issues; post-event debriefs completed within 10 days.
*   No outstanding tasks labeled as “important but not urgent”; positive feedback from brokers and key customers regarding responsiveness.

Core Competencies & Skills:

*   Detail-oriented with the ability to prioritize tasks effectively.
*   Hands-on experience with at least two of the following retail portals: GS1, RetailLink, Loblaws CPMS, Sobeys ITR, Metro Portal.
*   Strong project logistics skills, including managing international flights, hotels, badge registration, and show manuals.
*   Professional customer service skills with a clear, friendly, and helpful tone. Bilingual (English/FR) is an asset.
*   Positive attitude and dedication to ensuring the team’s success.
*   Integrity and accountability in delivering high-quality work.

Education & Experience:

*   3+ years of experience in CPG sales support, sales operations, or event coordination (experience in the food industry is strongly preferred).
*   Post-secondary diploma or degree in Business, Marketing, Supply Chain, or a related field.

This role offers the opportunity to be a key player in a dynamic team, ensuring that operations run smoothly while allowing the sales team to focus on growth and expansion. If you thrive in fast-paced environments and have a passion for logistics, we’d love to hear from you!

Apply today! erin@fuzehr.com

Sales and Events Coordinator

**Chef d’équipe, Support à la clientèle**

_An English version follow_s

**Lieu: Montréal (télétravail)Type d'emploi: Temps pleinVotre rôle**

Notre client recherche un(e) Chef d'équipe pour son département de service à la clientèle, avec une expertise en solutions B2B et SaaS. Vous serez responsable de la gestion de l’équipe tout en jouant un rôle clé dans les opérations quotidiennes du service client. Cela inclut la supervision des performances de l’équipe, l'accompagnement par le mentorat, et l'assurance de la qualité du service offert à nos clients. En rejoignant une startup en pleine croissance, vous aurez l'opportunité de jouer un rôle déterminant dans le succès de l'entreprise et de contribuer à l'évolution de notre service client.

**Ce que vous ferez**

*   Diriger et encadrer une équipe de spécialistes du service client pour garantir un support de qualité et optimiser la satisfaction client.
*   Traiter les demandes des clients via téléphone, email ou chat en direct, en assurant des réponses rapides et efficaces à leurs préoccupations.
*   Élaborer et appliquer les meilleures pratiques pour les opérations de service client, en veillant à une prestation de service uniforme et de haute qualité.
*   Suivre et analyser les performances de l’équipe à travers des indicateurs clés (KPI), tels que les temps de réponse, les délais de résolution et la satisfaction client.
*   Identifier les problèmes récurrents rencontrés par les clients et travailler en collaboration avec d’autres départements (Ventes, Produit, etc.) pour proposer des solutions ou escalader les problèmes si nécessaire.
*   Prendre en charge des initiatives d’amélioration continue pour enrichir l’expérience client, optimiser les processus et augmenter la satisfaction.
*   Agir en tant que point d’escalade pour les problèmes complexes ou délicats des clients et garantir leur résolution satisfaisante.

**Profil recherché**

*   Diplôme de baccalauréat en administration des affaires, communication ou dans un domaine connexe.
*   7 ans d’expérience en service client, de préférence dans le secteur B2B SaaS, avec au moins 2 ans d’expérience en gestion d’équipe.
*   Excellentes compétences en service client, avec une forte motivation à aider les clients et à résoudre leurs problèmes.
*   Maîtrise des compétences en communication orale et écrite.
*   Esprit analytique, capable de mesurer la performance de l’équipe et d'identifier des opportunités d’amélioration.
*   Expérience avec les logiciels de service client et les systèmes CRM.
*   Aptitude à maintenir son calme et son professionnalisme sous pression, tout en gérant plusieurs priorités simultanément.
*   Confortable avec l'incertitude et capable de s’adapter rapidement à un environnement en constante évolution.
*   Volonté de se développer au sein d’une startup et d’accepter de nouveaux défis à mesure que l’entreprise croît.
*   Bilinguisme (français et anglais) requis.

\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_

**Team Lead, Customer SupportLocation**: Montreal (Remote Work)

**Employment Type**: Full-time

**Your Role**

Our client is seeking a Team Lead for its Customer Service team with experience in B2B and SaaS solutions. In this role, you will manage and lead the Customer Service team while also contributing directly to customer service operations. This dual responsibility will involve overseeing the team’s performance, providing mentorship, and ensuring that our customers receive the highest level of service. As part of a growing startup, you will have the chance to make a significant impact on the company's success and shape the future of customer service as we scale.

**What You Will Do**

*   Lead and mentor a team of Customer Service Specialists to deliver exceptional support and drive customer satisfaction.
*   Handle customer inquiries and provide solutions via phone, email, or live chat, ensuring timely and effective responses to customer concerns.
*   Develop and implement best practices for customer service operations, ensuring consistent and high-quality service delivery.
*   Monitor and assess team performance using KPIs such as response time, resolution time, customer satisfaction, etc.
*   Identify common customer pain points and collaborate with other teams (Sales, Product, etc.) to develop solutions or escalate issues as necessary.
*   Drive continuous improvement initiatives to enhance customer experience, streamline workflows, and increase customer satisfaction.
*   Serve as an escalation point for complex or sensitive customer issues and ensure they are resolved to the customer’s satisfaction.

**Desired Profile**

*   Bachelor’s degree in Business Administration, Communications, or a related field.
*   7 years of experience in a customer service role, preferably within the B2B SaaS industry, with 2 years of leadership experience.
*   Strong customer service skills, with a passion for helping customers and resolving their issues.
*   Excellent verbal and written communication skills.
*   Analytical mindset with the ability to measure team performance and identify areas for improvement.
*   Experience with customer service software and CRM systems.
*   Ability to remain calm and professional under pressure while juggling multiple tasks.
*   Comfortable with ambiguity and able to pivot quickly in a rapidly changing environment.
*   Eagerness to grow within a startup and take on new challenges as the organization scales.
*   Bilingualism (French and English) required.

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