We are seeking a Customer Service Manager to lead our customer support team to develop baseline SLA’s and customize as needed while working closely with our sales, operations and finance teams to achieve our growth plans. This role is ideal for someone who understands the pace of a distribution environment and can balance customer satisfaction, data analysis, team performance, and operational follow-through.

Responsibilities

· Lead customer service team (currently 10 team members from Ontario to British Columbia), reports to General Manager as part of the leadership team

· Own and continuously improve the end-to-end customer experience across all touchpoints

· Drive efficiencies and improve profitability using continuous improvement/LEAN methodologies to deliver an industry leading customer experience

· Hire, develop and train customer service team, lead regular team meetings, objective setting, performance reviews and improvement plans

· Design, implement, and optimize customer service processes and workflows

· Responsible for establishing individual KPI’s (phone, email, order entry, quotes, etc…) and holding team to goals and objectives

· Utilize CRM/ERP/additional software/AI to track and optimize performance

· Review daily/weekly/monthly reports and action accordingly

· Manage daily order flow to reduce delays (on holds, margin review, etc…)

· Coordinate customer rebate,



claim back and contract pricing with the related departments (Sales, Pricing, IT, Finance)

· Assist/coordinate large quotes with CSR’s and sales team

· Review customer open order, back order, pick up reports regularly and action as needed

· Partner with Sales, Operations, and Supply Chain to resolve service issues and improve fulfillment performance

· Handle escalated customer complaints, service failures, and critical account issues

Qualifications

- 10+ years of customer service experience, preferably in distribution, wholesale, logistics, manufacturing, or a related industry
- 5+ year of supervisory or team lead experience preferred
- Strong communication, problem-solving, and conflict-resolution skills
- Experience with order entry, ERP, CRM, or inventory management systems
- Ability to work in a rapid-paced environment with competing priorities
- Strong attention to detail and commitment to accurate follow-through
- Comfortable working cross-functionally with sales, warehouse, transportation, and accounting teams
- Proficiency with Microsoft Office, especially Outlook and Excel, AI (preferred)
- Bilingual preferred (English/French)

Pay: From $100,000.00 per year

Benefits

- Dental care
- Extended health care
- Life insurance
- Paid time off
- Profit sharing
- RRSP match
- Work from home

Work Location: Hybrid remote in Mississauga, ON L5T 2H6

📌 Customer Service Manager (Mississauga)
🏢 ORS Canada
📍 Mississauga