Position OverviewThe Director of Customer Care provides strategic leadership and oversight of all customer care and order management activities across Stevens' six national distribution sites (Brampton, Anjou, Dartmouth, Surrey, Calgary, and Winnipeg), ensuring a consistent, high-quality customer experience. This role drives customer care excellence through strong team leadership, standardized processes, performance management, and cross-functional collaboration to achieve company-wide objectives in customer satisfaction, order accuracy, service levels, and operational efficiency. Responsible for leading high-performing teams across multiple sites, the Director fosters a customer-first culture, accountability, and continuous improvement to support Stevens' commitment to operational excellence and long-term growth.ResponsibilitiesDevelop and execute a national customer care and order management strategy aligned with business goals and customer experience expectations.Lead, mentor, and develop customer care teams across all six distribution sites to ensure effective performance, professional growth, and alignment with company objectives.Own the end-to-end order management process including order entry, order accuracy, order status communication, returns/credits, and fulfilment coordination with warehouse and transportation teams.Drive standardization of customer care and order management processes, training expectations, and service standards across all locations.Establish, monitor, and continuously improve customer care and order management KPIs such as order entry accuracy, order cycle time, service level, response time, first-contact resolution, CSAT, and escalation volumes/trends.Oversee daily customer care operations including customer inquiries, issue resolution, returns/credits processing, backorder management, and service escalations,



ensuring timely and professional outcomes.Serve as senior escalation point for complex or high-impact customer issues; ensure structuredescalation management and root-cause corrective actions.Partner with Sales, Warehousing, Transportation, Procurement, Quality/Regulatory, Finance, and Service & Repair to ensure seamless order fulfilment and consistent customer communication.Analyze customer feedback, order data, and service metrics to identify trends, risks, and improvement opportunities; implement sustainable process improvements.Support the implementation and optimization of customer care and order management systems and workflows (Tecsys Elite ERP, CRM, contact tools), improving visibility, productivity, and customer experience.Ensure customer care and order management policies, SOPs, and internal controls are documented, followed, and continuously improved; ensure compliancewith applicable industry and regulatory requirements.Develop workforce plans, staffing models, and training programs across all sites to meet service expectations and support business growth.Partner with the National Trainer to design and implement standardized onboarding and ongoing training for all customer care staff.Provide regular reporting to executive leadership on customer care performance, order management metrics, customer risks, service trends,



and strategic initiatives.Ensure seamless integration of customer care functions during acquisitions, subsidiary integrations, and organizational changes.Champion a culture of safety, professionalism, accountability, and continuous improvement across all customer care activities.Qualifications RequirementsBachelor's degree in Business Administration, Operations Management, Communications, or related field (advanced degree or professional certification preferred).8–12 years of progressive customer care/customer service experience, including 5+ years in a senior management role.Proven success leading multi-site or national customer care and order management teams in a B2B distribution, healthcare, medical device, or similarly operationally complex environment.Robust leadership with demonstrated ability to build teams, manage performance, and drive organizational change.Advanced analytical, problem-solving, and decision-making skills; experience using metrics and trend analysis to drive improvements.Expertise in order management processes, service level management, and continuous improvement methodologies.Excellent communication and influencing abilities at all organizational levels.Proficient in ERP systems (Tecsys Elite preferred), CRM platforms, and Microsoft Office (advanced Excel required).Strong financial acumen with experience in resource planning and budget oversight.Bilingual English/French is an asset.Personal AttributesInfluential, effective leader with a commitment to mentoring and developing talent.Results-driven, proactive, and adaptable under pressure.Customer-centric with strong relationship-building abilities.Motivated to champion continuous improvement and operational excellence.Reports To : Vice President of Operations or his/her designateCompensation : $1,50,000 - $160,000 CAD#J-18808-Ljbffr

📌 Director Of Customer Service - C$150,000 - C$160,000 A Year (Winnipeg)
🏢 Stevens
📍 Winnipeg