Hiring: Ontario Guelph Area Head of Customer Relations Department
Organization: Ecocert Canada
Location: Guelph , Ontario
Type: Full time, permanent position

Ecocert Canada is seeking a Head of Customer Relations Department. This position may be based at an Ecocert office in Guelph (With possibility of remote work).

Key responsibilities

- Manage, coach, and develop a 7-person team dedicated to customer relations for Ecocert clients.
- Optimize the customer experience, primarily for agri-food activities (organic, food safety, sustainable agriculture).
- Take ownership of the management and resolution of complex, delicate, or sensitive situations.
- Lead a continuous improvement approach to strengthen operational efficiency and service quality.
- Maintain a high level of customer satisfaction and monitor the associated performance indicators.
- Represent Ecocert at targeted conferences and events aligned with strategic priorities.
- Develop, formalize, and share best practices to increase the value delivered to our clients.
- Promote cross-functional collaboration, especially with the Sales leadership and Operations teams, to ensure alignment and smooth processes.




- Define and deploy actions aimed at optimizing our market share for our current certification offerings.

Required qualifications

- Demonstrated ability to manage a team, including recruitment, implementation and rollout of working methods, activity organization, performance monitoring, and evaluations.
- Proven expertise in team management, communication, customer relations, and account management. Experience in the certification, inspection, or laboratory sector (audits, compliance, decisions, complaint handling) is an asset. Experience and knowledge in agri-food business an asset.
- Ability to support employees and clients through unfavorable decisions with tact and professionalism.
- Desired qualities: rigor, strong organizational skills, and autonomy.
- Fluency in English and French (spoken and written).

The Head of the Customer Service Department will work closely with the management team to improve and standardize customer service and sales activities in the agri-food sector.

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📌 Job Opportunity (Guelph)
🏢 Ecocert Canada
📍 Guelph