Job Overview

We are an appliance manufacturing company seeking a dynamic and energetic Customer Service Manager to lead our customer support team and elevate the overall customer experience. In this pivotal role, you will oversee daily operations (such as order entry, scheduling freight, customer queries, etc.), ensuring exceptional service delivery, and fostering a positive environment that motivates your team to excel. Your leadership will drive continuous improvement, streamline processes, and build robust relationships with clients across diverse markets. If you thrive in fast-paced settings, possess excellent communication skills, and are passionate about delivering outstanding service, this is the perfect opportunity to make a meaningful impact.

Responsibilities:

- Order entry for all customer and stock orders in ERP system, with order acknowledgements sent to customers.
- Distribution of customer and stock orders to the operations and production teams.
- Ensure pricing policies are followed, escalation for pricing exceptions with guidelines provided, ensure pricing are aligned.
- Manage lead routing and follow up activity.
- Schedule freight on daily shipping activities.
- Organization of all sales and shipping documentation.
- Liason between sales and operations/production teams providing consistent feedback and follow ups.
- Lead and supervise the customer service team,



providing guidance, coaching, and performance feedback to ensure high standards of service.
- Develop and implement strategies to enhance customer satisfaction and loyalty across multiple channels.
- Manage complex customer inquiries, complaints, and negotiations with professionalism and a solutions-oriented approach.
- Coordinate with cross-functional teams to improve processes, resolve issues promptly, and optimize overall service delivery.
- Analyze customer feedback and operational data to identify trends, opportunities for improvement, and training needs.
- Oversee project management initiatives aimed at streamlining workflows and enhancing team productivity.

Skills required:

- Proven supervisory or leadership experience in a customer service environment.
- Fluency in English is required.
- Demonstrated communication skills with the ability to negotiate effectively and build rapport with clients and team members.
- Supervising experience that showcases your ability to motivate teams, manage conflicts, and drive results effectively.
- ERP system experience (5 years minimum).
- 5 years minimum in a similar role.
- Bachelors degree is an advantage.

Pay: $70,000.00-$90,000.00 per year

Benefits:

- Dental care
- On-site parking
- RRSP match

Work Location: In person

📌 Customer Service Manager (Canada)
🏢 Recognized
📍 Canada