Position Title: Customer Care Team Lead
Department: Finance
Reporting Manager: Customer Experience Manager

Why Wakefield Canada?  Lead. Grow. Make an impact.
Join a purpose-driven, Canadian-owned company—The exclusive manufacturer and distributor of Castrol branded lubricants in Canada, one of the world’s most recognized brands. Step into a high-impact leadership role where innovation, integrity, and people come first. We’re growing fast—and so will you. Join an empowered high-performance team where our greatest asset is our people and ability to move fast.

Competitive compensation, benefits, and rewards. Real influence.

Let’s build something great—together

About Wakefield Canada
Wakefield Canada is the exclusive distributor of Wakefield and Castrol premium lubricants in Canada. A trusted industry leader, we deliver innovative, high-performance solutions across automotive, heavy-duty, and industrial sectors. Our commitment to excellence, customer satisfaction, and a strong performance-driven culture has made Wakefield a top-tier workplace and partner of choice nationwide.

Job Summary:
The purpose of the Customer Care Representative is to provide courteous, efficient, and prompt customer service to Wakefield customers. This includes managing incoming calls and requests as well as making outbound calls to customers. In addition, the Customer Care Representative will work at developing relationships with our customers and sales team to help grow our sales.

Key Accountabilities:

• Provide excellent customer service across every aspect of the job.
• Assisting manager in training new CSRs or new processes
• Assisting Manager is sending out communication to team on reminders
• Assisting the manager by being the lead in Wakefield orders and prioritizing tasks and priorities. Also following up with CSRs to action items in a timely manner
• Assisting manager in attending internal meetings
• Assisting backing up manager when on holidays – Focus on priorities and efficiencies within the department to ensure customer service is for front and team and order desk is moving effectively and efficiently
• Backup to manager in resolving escalated customer issues when manager is on holidays
• Backup to manager on delegating tasks when manager is not on site.
• Process customer orders through incoming calls, email and other channels using the ERP system.
• Responsible for developing and maintaining solid relationships with both customers and the sales team.
• Support specific assigned customers to nurture and grow annual sales performance.
• Oversee order management accuracy with a focus on enhancing order size.
• Resolve customer questions and manage troubleshooting with speed and professionalism.
• Log Cases in CRM system to track all customer incidents and inquiries.
• Perform administrative tasks including customer activations, credits & rebills.
• Engage in revenue generating outbound calls, including retention and lead qualification.
• Make informed decisions about pricing exceptions.

• Customer focused and dedicated to exceeding the expectations of internal and external customers.
• Leadership skills
• Coaching and Mentoring
• Conflict resolution
• Accountability
• Collaboration Skills
• Delegation skills
• Problem solving
• Excellent written and verbal communication skills.
• Proven ability to multi-task, prioritize, and manage varied, time sensitive workloads.
• Strong organizational skills to allow for the successful completion of multiple tasks.
• Self-starter with a strong desire to see results.
• Team player.
• Must be flexible and able to adapt to new challenges and procedures.
• Bilingualism is an asset.

Education / Experience:

• High school graduate.
• A minimum of 2 years Customer Service experience.
• Experience working in a consumer packaged goods or automotive lubricants environment is an asset.
• Superior PC and Microsoft Suite skills.
• Experience or familiarity with Microsoft Dynamics AX and Salesforce would be an asset.

Working Conditions:

• Office environment.

​​​​​​​Join a purpose-riven, Canadian-owned company where you’ll be part of a team that moves fast, and makes a real impact—backed by a global brand and competitive rewards