Position: Customer Service Manager

Location: Toronto, Ontario (On-Site)

Salary: $87,500 + Target 15% Annual Bonus

Job Type: Permanent

Posting Type: Open Vacancy

Are you an experienced Customer Service leader who enjoys developing teams, solving complex customer issues, and improving the way a business operates?

We're partnering with a well-established, family-owned manufacturing organization to find a Customer Service Manager to lead a team. In this role, you'll oversee the customer service function while working closely with Sales, Production, Shipping, and senior leadership to ensure a seamless customer experience.

This is a hands-on leadership opportunity where you'll have the ability to influence processes, strengthen cross-functional collaboration, and introduce improvements that make the business easier for customers and internal teams to work with.

What's in it for you?

$87,500 base salary + target 15% annual bonus

Comprehensive health, dental, vision, and life insurance benefits

Paid vacation and sick days

One-week paid holiday shutdown

Professional development allowance

Employee discounts and company events

Free on-site parking

Opportunity to lead an established team

Direct exposure to senior leadership and the ability to influence change

Secure, long-term opportunity with a growing organization

What you'll be doing:

Lead, coach, and develop a team of Customer Service professionals

Manage team performance, training, workload, and ongoing development

Oversee the end-to-end customer experience and ensure high service standards





Resolve complex customer escalations and identify opportunities to prevent recurring issues

Oversee order processing, RMAs, credits, and order exceptions

Act as the key link between Customer Service, Sales, Production, Graphics, Shipping, and other departments

Identify and implement process improvements that improve efficiency and customer satisfaction

Manage Customer Service workflows within CRM, ERP, and other business systems

Establish and monitor KPIs including response times, order accuracy, customer satisfaction, productivity, and service levels

Use reporting, customer feedback, and operational data to identify trends and drive improvements

Identify opportunities to leverage automation, AI, and new technologies to improve Customer Service operations

What we're looking for:

5+ years of progressive Customer Service leadership experience

Experience leading and developing Customer Service teams in a manufacturing, distribution, or B2B environment

Proven experience improving processes and leading change initiatives

Strong cross-functional experience working with Sales, Operations, Production, and other departments

Experience managing customer escalations and resolving complex issues

Experience using KPIs and reporting to improve team and operational performance

Strong Microsoft Office skills, particularly Excel

Experience with CRM and ERP/order management systems; HubSpot is an asset

Strong analytical, organizational, communication, and problem-solving skills

Proven coaching and people leadership abilities

Comfortable using AI and emerging technologies to improve reporting and processes

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📌 Customer Service Manager (Ontario)
🏢 Quantum Management Services
📍 Ontario