Mississauga, ON

110K - 120K base salary + performance based bonus incentive

Lead the Team. Elevate the Customer Experience. Drive Operational Excellence.

Customer Service Manager
Industrial Distribution
Greater Toronto Area

Customer Service Manager

Mississauga, ON

110K - 120K base salary + performance based bonus incentive

Lead the Team. Elevate the Customer Experience. Drive Operational Excellence.

Our client is a well-established leader in the industrial supply and MRO distribution sector, serving customers across Canada with a reputation built on responsiveness, expertise, and reliability. As the organization continues to grow, we are seeking an experienced Customer Service Manager to lead a national customer support team and play a key role in shaping the overall customer experience.

This is more than a traditional customer service leadership position. As a member of the leadership team, you will partner closely with Sales, Operations, Finance, and Supply Chain to improve processes, drive efficiencies, support profitability, and ensure customers receive best-in-class service at every stage of the order lifecycle.

If you're a hands-on leader who thrives in a fast-paced distribution environment and enjoys building high-performing teams, this could be the opportunity you've been looking for.

What You'll Be Responsible For
Lead and Develop a High-Performing Team
Lead a national customer service team of approximately 10 team members located across Canada.
Recruit, coach, mentor, and develop team members to maximize performance and engagement.
Conduct regular performance reviews, coaching sessions, and team meetings.




Establish clear KPIs and accountability measures related to order entry, quoting, response times, customer interactions, and overall service levels.

Own the Customer Experience-
Champion a customer-first culture across the organization.
Continuously evaluate and improve the customer journey from quote to delivery and beyond.
Manage escalated customer concerns and critical account issues with professionalism and urgency.
Ensure service standards are consistently met while identifying opportunities for improvement.

Drive Process Improvement and Operational Excellence-
Analyze workflows and implement process improvements that increase efficiency, accuracy, and customer satisfaction.
Leverage CRM, ERP, and reporting tools to measure team performance and identify opportunities for optimization.
Review daily pricing changes, margin holds, customer inquiries, and service metrics to support business objectives.
Coordinate customer rebate programs, contract pricing, and claim-back initiatives with internal stakeholders.

Collaborate Across the Business-
Partner with Sales, Operations, Supply Chain, Finance, and IT teams to improve service delivery and fulfillment performance.
Support large quotations and strategic customer opportunities alongside the sales team.




Monitor open orders and backorders, ensuring proactive communication and resolution.
Contribute to company-wide initiatives focused on growth, profitability, and customer retention.

What We're Looking For:
10+ years of customer service, customer operations, inside sales, or account support experience within distribution, wholesale, manufacturing, logistics, industrial supply, MRO, or a related industry.
5+ years of leadership experience managing customer service, inside sales, or operational support teams.
Proven ability to motivate, develop, and hold teams accountable to performance goals.
Strong business acumen with an understanding of pricing, margins, profitability, and customer management.
Experience working with ERP, CRM, order management, and inventory systems.
Excellent communication, conflict resolution, and problem-solving skills.
Ability to manage multiple priorities in a fast-paced environment.
Strong attention to detail and commitment to operational accuracy.
Proficiency with Microsoft Office, particularly Excel and Outlook.
Bilingual English/French is considered a robust asset.

Why This Opportunity?
Join a respected and growing leader in the industrial distribution and MRO space.
Be part of the leadership team and influence company-wide initiatives.
Lead a national team with the opportunity to make a measurable impact.
Work in a collaborative environment where customer experience and operational excellence are highly valued.
Competitive compensation package and long-term career growth opportunities.

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📌 Customer Service Manager (Ontario)
🏢 DMC Recruitment Group
📍 Ontario