Customer Service & Order Entry Director

Montreal, West Island - HYBRID

*Please submit resume in PDF Format

Are you passionate about Pets? At Hagen Group,we'recommitted to enhancing the health and well-being of pets through innovative products and trusted brands.We'relooking for an experienced, customer-focused leader to oversee our Customer Service function across Canada. In this role,you'lllead the team while overseeing order management, consumer services, claims, EDI, and customer operations to deliver an exceptional customer experience.Ifyou'rea collaborative leader who enjoys solving problems andisn'tafraid to roll up your sleeves to support your team,we'dlove to hear from you.

Why Join Hagen Group:

Hagen Group is a trusted, Canadian, family-run business forover70 years, founded in 1955 with a commitment to innovation and quality that continues today. Headquartered in Montreal and with a worldwide presence, our iconic brands cover every popular pet category, with a reputation for nutritional excellence and robust trade relationships. Our aimremainssimply to improve the lives of pets, who in turn improve our lives every day.

Discover Some of Our Brands:

- Catit: catit.ca
- Exo-Terra: exo-terra.com
- Nutrience: nutrience.com

HowYou’llBe Contributing:

- This is a highly hands-on leadership role. Whileyou'lllead and own the Customer Service function,you'llalso be expected to actively support the team during peak periods, complex customer situations, and day-to-day operational needs.
- Lead, coach, and develop the Customer Service team, fostering a culture of accountability, collaboration, and exceptional service.




- Establish priorities and ensure the team delivers outstanding service while supporting business goals.
- Oversee customer and consumer service operations across Canada, including order management, consumer support, claims, and EDI.
- Serve as the primary escalation point for complex customer, consumer, and operational issues.
- Build strong relationships with customers, external partners, and cross-functional teams to deliverexceptionalcustomer experience and operational efficiency.
- Monitor service levels and performance metrics, identifying opportunities to improve customer satisfaction and operational efficiency.
- Lead continuous improvement initiatives by optimizing processes, systems, and workflows, including opportunities for automation.
- Identify customer trends, product concerns, and service issues, partnering with cross-functional teams to drive improvements.
- Ensure customer operations are executed accurately and in accordance with company standards.
- Partner with Sales, Operations, Supply Chain, Finance, Marketing, Product, and Quality Assurance to resolve issues and support business objectives.
- Develop and maintain standard operating procedures that promote consistency and operational excellence.
- Champion a customer-firstand people-firstculture while supporting the continued growth of the business.





We'd Love to Hear from You if You:

- Have post-secondary education in Business or a related field.
- Bring significant experience leading customer service operations in a manufacturing, distribution, consumer goods, or similar environment.
- Have proven success leading, coaching, and developing high-performing teams.
- Have experience overseeing order management, claims, consumer services, EDI, and customer operations.
- Possess strong leadership, communication, and relationship-building skills.
- Are fluent in both French and English (spoken and written), as you'll support customers across Quebec and global markets.
- Have excellent analytical, organizational, and problem-solving abilities.
- Thrive in a fast-paced environment and can effectively manage multiple priorities.
- Are proficient with Microsoft Office and ERP/customer service systems.
- Are highly tech-savvy, resourceful, and enjoy troubleshooting issues and finding practical solutions.

Work With Us, And Benefit From:

- Generous DPSP (Deferred Profit Sharing Plan)
- Employee discount program
- Medical coverage (dental and medical) & Telemedicine
- Hybrid work model (2 days in office)
- Employee Referral Program
- Great work-life balance with versatile work and core hours
- On-site Gym (head office)
- Learning and development reimbursement
- Pet (mostly dogs) friendly office
- On-site, free parking
- Being a part of a company that contributes to its communities for nearly 70 years through a variety of philanthropic initiatives

Directeur(trice), Service à la clientèle et saisie des commande

📌 Customer Service (Baie-D'Urfe)
🏢 Hagen Group
📍 Baie-D'Urfe