Position Summary
The Customer Service Manager is responsible for leading and supporting all customer service operations to ensure exceptional customer satisfaction and efficient order management. This role provides leadership to the customer service team, manages customer relationships, resolves escalated issues, coordinates with internal departments, and drives continuous improvement initiatives that support the company's operational and business objectives.
Please note: This is a hands-on leadership role. The successful candidate must be able to perform all customer service functions in addition to coaching, mentoring, and auditing team performance effectively. The Customer Service Manager is also expected to provide operational coverage during employee absences to ensure continuity of service.
Key Responsibilities
Leadership & Team Management
- Lead, supervise, train, mentor, and develop customer service representatives to ensure high levels of performance and engagement.
- Provide effective leadership and guidance to foster a customer-focused culture and promote continuous improvement.
- Monitor team performance and ensure service level standards are consistently achieved.
- Conduct coaching, performance reviews, and ongoing employee development activities.
Customer Service Operations
- Oversee all daily customer service activities, including customer inquiries, order processing, order entry, invoicing, and follow-up communications.
- Ensure timely and accurate processing of customer orders and related documentation.
- Monitor customer service metrics and implement corrective actions as needed to improve performance.
- Ensure customer service practices align with established company policies, procedures, and quality standards.
Customer Relations & Issue Resolution
- Manage complex or escalated customer complaints, shipment discrepancies, delivery issues, product quality concerns, and service-related matters.
- Ensure all customer concerns are handled professionally, effectively, and in a timely manner.
- Maintain proactive communication with customers regarding order status, delays, and issue resolution.
- Approve discounts, rebates, credit notes, and other customer accommodations within established authority levels.
Logistics & Cross-Functional Collaboration
- Collaborate effectively with Sales, Operations, Warehouse, Finance, and other departments to ensure seamless customer support and service delivery.
- Support business objectives through strong interdepartmental communication and cooperation.
Process Improvement & Reporting
- Identify, recommend, and implement process improvements to enhance efficiency, accuracy, and customer satisfaction.
- Lead customer service continuous improvement initiatives and special projects.
- Ensure customer service procedures are maintained, updated, and aligned with company goals and objectives.
- Design, administer, and analyze customer satisfaction surveys and maintain accurate records of results and trends.
- Prepare departmental budgets and assist with forecasting and resource planning.
- Document and appropriately escalate quality, safety, compliance, or operational concerns.
Administration
- Maintain confidentiality of sensitive company, customer, and employee information.
- Assist with administrative functions, including scheduling, reporting, record maintenance, and data management.
- Perform other related duties and special projects as assigned.
Education & Experience
- College diploma or university degree in Business Administration, Finance, Accounting, or a related field; equivalent experience may be considered.
- Minimum 5 years of customer service experience, including experience leading a customer service, order desk, inside sales, or customer support team.
- Minimum 2 years of supervisory or management experience.
- Experience working in a distribution or food manufacturing.
Qualifications & Skills
- Strong leadership and team management skills with the ability to motivate, coach, and develop employees.
- Excellent verbal and written communication skills with a commitment to service excellence.
- Strong conflict resolution, customer relations, and problem-solving abilities.
- Excellent organizational and time-management skills with the ability to manage multiple priorities and deadlines.
- High level of accuracy and attention to detail, particularly in order processing and customer documentation.
- Strong analytical and decision-making skills.
- Ability to work independently and collaboratively within a team environment.
- Proficiency in Microsoft Office Suite, including Excel, Word, and PowerPoint.
- Ability to work effectively in a fast-paced environment with changing priorities.
- Highly motivated, adaptable, and results oriented.
- Bilingual (English and Spanish) is considered an asset.
Pay: $70,000.00-$80,000.00 per year
Benefits:
- Dental care
- Employee assistance program
- On-site parking
- Paid time off
- RRSP match
Work Location: In person
