EcoVadis Hiring for Customer Care – Team Leader at Toronto, ON Full Time

EcoVadis is the world’s most trusted provider of business sustainability ratings, intelligence and collaborative performance improvement tools for global supply chains. Backed by a powerful technology platform and a global team of experts, EcoVadis’ actionable sustainability scorecards provide companies detailed insight into their environmental, social and ethical risks.

EcoVadis offers an exciting opportunity to grow your career while positively impacting the sustainability practices of companies around the world.

Learn more about our team and culture on ecovadis.com/careers.

Ask your questions directly to our employees on the insiders platform!

Job Description

EcoVadis is looking for a Customer Care Team Leader to join an elite cadre of Team Leaders worldwide who are charged with driving global change with a local market touch. The Toronto team lead will primarily focus on the AMS region with an emphasis on helping our customers and developing our existing customer business. The Team Leader will be responsible for achieving global and regional business objectives while building a local team culture that embodies the EcoVadis values and mission.

Responsibilities

Manage daily operations & reporting for the Customer Care Team members & ensure productivity and quality standards are met.

Operations include answering incoming customer requests, proactive outreach or reactive support.

Lead by example and take an active role in coaching, training, and ensuring the vision of the local & global Customer Care strategy is clearly communicated and understood.

Develop a comprehensive understanding of the customers in the AMS region. This includes critical industries, business challenges, and objectives to appropriately communicate EcoVadis product capabilities and associated business benefits to address their needs throughout the support.

Participate in the local recruiting process (screening, interviews, internal feedback, etc).

Conduct quarterly reviews of employees as required and ensure the communication of expectations, results, and reporting is clear.

Act as an escalation point for complex customer questions and provide proactive assistance as necessary to mitigate customer dissatisfaction.

Work with internal & external stakeholders on projects to improve customer experience and internal processes.

Potentially represent EcoVadis and/or the Customer Care team at events, conferences, or meetings and give live presentations as needed.

Other duties as required, we are a fast-growing and dynamic team and this requires flexibility from everyone to get involved and help get the job done!

Qualifications

Bachelor Degree.

At least 2-3 years of management/supervisory experience is strongly preferred.

Must be fluent in the English language. Proficiency in additional languages would be appreciated.

Exceptional communication skills (oral and written).

Demonstrated ability to work collaboratively with colleagues from multiple teams & locations to accomplish company goals.

Demonstrate proficiency in G-Suite products, familiarity with Zendesk and/or Salesforce a plus.

Ability to work well in an international team environment.

Additional Information

Beginning: ASAP

Full-time position (permanent after probation)

Location: Toronto, Canada

Beginning: ASAP

In return for your expertise and energy, we offer:
Base salary + Bonus plan

GRSP and TFSA matching program available

Health and Dental Benefits

Life Insurance, Critical Illness, Accidental death and long term disability insurance

Flexi-time

Home office program

Casual and very friendly environment

Opportunity to work in a truly international atmosphere

Don’t fit all the criteria but still think you’d be a good candidate? Please apply anyway to give our hiring team the opportunity to assess your skills and to learn more about what you could bring to EcoVadis. We’re interested in hiring capable people, regardless of professional and educational background.

Can the hiring process be adjusted to suit my needs? Yes. We want everyone going through the hiring process with EcoVadis to feel confident that you are able to demonstrate your full potential. We welcome applications from disabled people, people with long-term health conditions and neurodiverse candidates. If you need any adjustments, please let the hiring team know.

Our team’s strength comes from everyone’s uniqueness and is founded upon mutual respect. EcoVadis commits to equity and inclusion and does not accept any form of discrimination based on color, national or ethnic origin, ancestry, citizenship, religion, beliefs, age, sex, gender identity, sexual orientation, neurodiversity, disability, parental status, or any other protected characteristic that makes you unique.