Customer Service Manager
Permanent On-site | Brampton, ON
Compensation Range
$90K - $105KCompensation will be determined based on the successful candidate's experience, skills, and qualifications, and may also be influenced by internal equity and market conditions.
+ Bonus
Description
- Support accurate and timely entry of all customer orders, ensuring alignment with pricing, terms, and product specifications & BOM’s.
- Track, communicate, and drive metrics such as order accuracy, order entry time, phone calls, emails, RMA’s , part set ups, and others.
- Leverage call & email trends to understand root causes of customer questions and work cross functionally to proactively address these gaps in information availability.
- Identify inefficiencies in order processing, communication, or systems, and lead improvement projects to reduce waste and improve service quality.
- Develop standard workflows, quality checks, and service-level expectations for metrics.
- Implement and maintain visual management systems (e.g. dashboards, KPIs, workflow displays) to increase team transparency, alignment, and accountability.
- Lead daily Gemba meetings to review performance, escalation issues, allocate resources, and communicate priorities.
- Champion a culture of continuous improvement using Lean, Six Sigma, or similar methodologies.
- Partner with IT and business stakeholders to optimize CRM, ERP, and other systems supporting the customer care function.
- Analyzes and measures the effectiveness of existing contact center processes and develops sustainable, repeatable, and quantifiable process improvements.
- Lead, coach, and develop a high-performing customer care team, fostering a positive, customer-centric culture.
- Model professional communication, problem-solving, and customer-first decision making.
Qualifications
- Bachelor’s degree in a related field (preferred)
- 7+ years’ experience in Customer Service/Customer Care
- 5+ years’ experience managing a Customer Service team
- Excellent communication and people skills
- Strong leadership skills
- Strong commitment to employee development and engagement
- Good writing/administrative skills, including computer skills (MS Office)
- Demonstrated proficiency in time and project management.
- Team oriented with the ability to influence others
Experience with d365 a plus
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