Team Lead, Customer Service Representative

At TTI, people come for the opportunity and stay for the culture!

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!

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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.