Compensation: Upto $87,500 + 15% Annual Bonus
Position Summary
Our client is seeking an experienced Customer Service Manager to lead a high-performing Customer Service team while serving as the primary link between Sales, Production, Graphics, Shipping, and other business functions.
Experience, or Knowledge in Hockey is a huge asset.
This role is responsible for delivering an exceptional customer experience by ensuring efficient order execution, developing and leading a strong customer service team, and driving continuous improvement across customer service operations.
Success in this role will be measured by operational excellence, team performance, cross-functional collaboration, and the overall customer experience.
Why Join
Lead an established Customer Service team of approximately 18 employees while helping shape its future.
Work closely with senior leadership in a collaborative environment where ideas are encouraged and decisions are made efficiently.
Drive meaningful improvements across customer experience, operational processes, and cross-functional collaboration.
Join a growing organization that values innovation, continuous improvement, and employee development.
Work with contemporary business technologies, including CRM, ERP, and AI-powered tools that support reporting, data analysis, and process optimization.
Key Responsibilities
Leadership & Team Development
Recruit, onboard, and develop a high-performing Customer Service team.
Provide coaching, one-on-one meetings, performance feedback, and annual performance reviews.
Foster a culture of accountability, collaboration, and continuous improvement.
Customer Experience
Lead the end-to-end customer experience and ensure exceptional service.




Resolve complex customer escalations promptly and professionally.
Identify recurring customer issues and implement long-term solutions.
Champion process improvements that enhance the customer experience and simplify internal workflows.
Operational Excellence
Ensure accurate and timely processing of stock and custom orders.
Oversee RMA, credit, and order exception processes.
Develop, document, and continuously improve Customer Service procedures.
Ensure consistent application of company policies and service standards.
Cross-Functional Collaboration
Act as the primary liaison between Customer Service, Sales, Production, Graphics, Shipping, and other departments.
Lead the resolution of operational issues affecting customers.
Identify recurring business challenges and partner with leadership to implement sustainable improvements.
Collaborate with cross-functional teams to improve efficiency, service quality, and customer satisfaction.
Qualification
s:Minimum 5 years of progressive Customer Service leadership experienc
e.Experience leading customer service teams within a manufacturing, distribution, or similar B2B environmen
t.Demonstrated success implementing process improvements and leading change initiative
s.Proven ability to collaborate effectively with Sales, Operations, and other cross-functional team
s.Technical Skil
lsAdvanced proficiency with Microsoft Office, particularly Exce
l.Experience using CRM platforms such as HubSpo
t.Experience with ERP and order management system
strong analytical skills with the ability to develop operational reports and performance metric
comfortable using AI tools and emerging technologies to improve reporting, analyze data, and streamline business processe

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📌 Customer Service Manager (Ontario)
🏢 Fuze HR Solutions
📍 Ontario