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At TTI, people come for the opportunity and stay for the culture! Job Description: Team Lead, Customer Service Representative Techtronic Industries Inc. | Milwaukee® Full-Time | Permanent | Location: 100 Leek Crescent, Richmond Hill, ON L4B 3E6 (Canada)| P1 About TTI Canada Are you ready to lead the way in shaping an empowering work environment with a global leader in power tools, accessories and hand tools? At TTI, we are known for our innovative products, world-class brands, and an unrelenting commitment to operational excellence. With iconic brands like Milwaukee®, we’re not just about delivering outstanding performance but also about creating exceptional development for our people. If you’re passionate about building your career in a dynamic, fast-paced environment, we want to hear from you! At TTI, culture drives performance, and it’s at the heart of everything we do. We are fast, innovative, and constantly evolving but above all, we’re a team that celebrates success together. We reward creative thinking and encourage your self development. Join us in driving a culture that supports sustainability, growth, and leadership. With our Milwaukee team, we seek passionate, driven individuals to elevate our brand. Our culture is built on respect, integrity, and social responsibility, with our people at the core of our success. Whether you’re starting out or bringing years of experience, we support your growth. Here, you’ll be empowered to take ownership, drive innovation, and make an impact. Milwaukee is more than a workplace, it’s where careers accelerate, and potential is unlocked. Position Description We are looking for an enthusiastic and experienced individual to fill the role of Team Lead, Customer Service Representative at our Milwaukee Tool Factory Service Centre Drop Off Location. In addition to delivering best-in-class service to all customers (internally and externally), the Team Lead will provide day-to-day direction, coaching, and operational support to the staff to ensure consistent execution of counter procedures, tool intake and release, and a safe, organized, and efficient drop-off operation. This is a hands-on, working-lead role focused on daily execution and service levels. A successful candidate will have intellectual curiosity, organization, enthusiasm, a team-player mentality, and a drive to win. What You Will Do: Deliver best-in-class service to our customers Perform counter procedures including answering phones/ emails, placing orders, logging in tools, complete inventory counts, and assisting walk-in customer traffic Maintain monetary transactions, record maintenance, and assist with inventories as required. Conduct warranty assessments and instant tool replacements Contact customer for repair cost approvals or tool pick up requests. Continuously develop and maintain strong product knowledge Prepare Totes accurately and timely to be picked up by carrier everyday. Also, when shipment is received back from hub, sort & arrange it properly and contact customer for timely pick up. Provide day-to-day leadership to staff at the drop-off location, including task assignment, work prioritization, and ensuring coverage during operating hours Support onboarding and training for new and existing team members; reinforce standard work, customer service expectations, and system/process adherence Act as the first point of escalation for complex customer concerns, warranty exceptions, and service issues; partner with the Regional Manager to resolve and communicate outcomes Monitor daily workflow to ensure accurate tool logging, documentation, and monetary transactions; verify that records are complete and audit-ready Coordinate breaks and day-to-day coverage; communicate priorities and updates to maintain service levels during peak periods Identify opportunities to improve customer experience and operational efficiency; escalate trends, issues, and improvement ideas to the Regional Manager Maintain compliance with safety, security, and company policies Maintain a clean, organized, and safe facility (5S standards) Act as primary point of contact for: Security (alarms, access cards, incident escalation) Landlord/building management Janitorial and facility service vendors Manage Min/Max inventory levels (finished goods, RBRs, consumables, supplies) Contact customer to do service experience audits – rate and document the experience to suggest improvements. What You Will Bring: Must possess effective business communication skills, initiative, and organizational skills Outgoing – excels in end-user engagement and conflict resolutions Strong computer skills Strong attention to detail and ability to stay organized Team-oriented and be capable of working independently Proven ability to provide day-to-day operational leadership, coaching, and support to a small team in a fast-paced customer-facing environment Experience with electric tools is a strong asset Comfortable handling escalations, balancing multiple priorities, and driving consistent process execution with a high attention to detail High school diploma What You Will Get: Competitive Base Salary and Bonus Structure Health Benefits Coverage, including $500 annual Wellness Program Registered Retirement Savings Plan with Employer Matching Contributions Paid time off and employee discount programs Employee recognition and incentive programs, plus award-winning culture! Visit our: Company Website, LinkedIn and Instagram today Diversity, equity, and inclusion are at the core of our values at TTI. Because of our commitment to a multicultural and inclusive workplace, our people are our competitive advantage. We foster an inclusive environment where diversity is valued and where all employees feel safe to contribute their ideas, share their experiences, and represent their diverse backgrounds to innovate and solve complex problems as one team. We actively support and accommodate the diverse needs of our team, creating an empowering space where everyone can thrive. TTI is a world-class leader in design, manufacturing and marketing of Power Tools, Hand Tools, Outdoor Power Equipment, and Floor Care and Appliances for consumers, professional and industrial users in the home improvement, repair and construction industries. Our unrelenting strategic focus on Powerful Brands, Innovative Products, Operational Excellence and Exceptional People drives our culture. Through a clear and consistent strategy of acquiring and developing established brands, TTI has grown to become a clear market leader in power tools, outdoor power equipment, hand tools and floor care appliances worldwide. TTI is proud of its own history, and proud, too, of the huge legacy of tradition and excellence that we have inherited from the brands that make up our Company today. TTI actively promotes a strong corporate culture of respect and ethical integrity. Our Values are our beliefs, principles and standards that do not change over time. Values are the resources we draw on when asked to make decisions. They form the groundwork for our ethical behavior. All that we do at TTI must be consistent with the values to which we subscribe.

What you’ll do

Lead daily operations at the tool service drop-off location, providing coaching and direction to staff to ensure efficient tool intake and release. Deliver high-quality customer service while managing facility vendors, inventory levels, and complex service escalations.

Requirements

Requires a high school diploma and proven experience providing operational leadership in a fast-paced, customer-facing environment. Candidates must possess strong communication skills, attention to detail, and a comfort level with handling conflict and electric tools.

Benefits

• Competitive Base Salary • Bonus Structure • Health Benefits Coverage • Wellness Program • Registered Retirement Savings Plan with Employer Matching • Paid Time Off • Employee Discount Programs • Employee Recognition and Incentive Programs

Other relevant skills

Identified from the job description. Confirm important requirements above.

• Customer Service
• Team Leadership
• Conflict Resolution
• Operational Support
• Inventory Management
• Warranty Assessment
• Business Communication
• Coaching
• Process Execution
• 5S Standards
• Staff Onboarding
• Escalation Management