Customer Service Manager

Location: Toronto, ON

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
- s.Strong analytical skills with the ability to develop operational reports and performance metric
- s.Comfortable using AI tools and emerging technologies to improve reporting, analyze data, and streamline business processe

s.

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