Customer Service Manager – Etobicoke, ON

IBP (Imperial Building Products) is a Canadian manufacturer of lightweight steel framing and structural solutions, supporting builders, architects, and engineers with high-quality systems designed for performance, efficiency, and safety on today’s job sites. Now a part of CGC, we offer a reliable portfolio of industry-leading products, with five manufacturing facilities across Canada.

IBP is currently recruiting a Customer Service Manager for our steel stud plant, based in Etobicoke, ON.

It's a permanent and full-time position, offering a challenging opportunity for a motivated individual to demonstrate their skills and abilities in a manufacturing operation within a large corporation.

Position Summary:

As the leader of the Etobicoke Customer Service team, the Customer Service Manager is responsible for overseeing the team’s daily operations and working closely with the manufacturing leadership group to ensure that customer orders are accurately received, efficiently processed, and scheduled for on-time delivery.

Key Responsibilities

· Provide day-to-day leadership direction to Customer Support staff including proactive guidance, troubleshooting support, and issue escalation.

· Drive accurate and timely resolution of Customer Support inquiries and processes related to, but not limited to, order entry, order modification, customer billing and payments, pricing, reporting, and the customer portal.

· Perform daily Customer Support call center staff responsibilities and other management responsibilities (as necessary).

- Execute daily Customer Support objectives by recruiting, selecting, onboarding, training, leading, coaching,



and developing Customer Service team.
- Administer scheduling systems and time management processes.
- Communicate job expectations.
- Organize, monitor, appraise and review job evaluations.
- Plan and review compensation actions.
- Enforce policies and procedures.

· Excellent and effective interpersonal and communication (oral, written, telephone etiquette and listening) skills. · Ability to model superior customer focus and empathy.

· Able to use experience and judgment to plan and accomplish goals.

· Plan and carry out assigned projects, resolve problems within established parameters, coordinate work with others and interpret policies on own initiative.

· Supervise, lead, and develop a small team.

· Research information and analyze data to arrive at valid conclusions for recommending plans of action.

· Prepare reports and present ideas clearly and concisely, both orally and in writing, to all levels of the organization.

· Establish and maintain good working relationships with both internal and external clients.

· Work in a quick-paced, team environment.

· Basic computer proficiency and experience with Microsoft Office Suite (Word, Excel, PowerPoint).

Qualifications

- Bachelor’s degree in business administration or similar fields preferred,



and supply chain experience will be considered a great asset.
- Previous supervisor experience in an office or logistics environment.
- Excellent and effective interpersonal and communication (oral, written, telephone etiquette and listening) skills.
- Experience working with an ERP system is required and Oracle is an asset.
- Ability to model superior customer focus and empathy.
- Able to use experience and judgment to plan and accomplish goals.
- Plan and carry out assigned projects, resolve problems within established parameters, coordinate work with others and interpret policies on own initiative.
- Ability to lead and develop employees effectively.
- Research information and analyze data to arrive at valid conclusions for recommending plans of action.
- Prepare reports and present ideas clearly and concisely, both orally and in writing, to all levels of the organization.
- Establish and maintain good working relationships with both internal and external customers.
- Work in a fast-paced, team environment.
- Basic computer proficiency and experience with Microsoft Office Suite (Word, Excel, PowerPoint).

Additional Information Hours - 8am-4:30p, Monday - Friday

Salary Range- $80,000 - $90,000 per annum

Rate of pay may be adjusted based on the qualifications and experience of the candidate.

Job Types: Full-time, Permanent

Benefits

- Life insurance
- LTD
- Health, Dental, Vision
- RRSP match

Work Location: In person Pay: $80,000.00-$90,000.00 per year

Benefits

- Dental care
- Employee assistance program
- Extended health care
- On-site parking
- RRSP match
- Vision care

Work Location: In person

📌 Customer Service Manager (Etobicoke)
🏢 Imperial Building Products
📍 Etobicoke