Salary: $75,000–$100,000 annually, based on experience

Position Summary

We are seeking an experienced Customer Service Manager to lead a dynamic customer service team within a manufacturing environment. Reporting to the General Manager, this role oversees a team of 3 employees and ensures efficient order management, strong customer relationships, timely issue resolution, and effective coordination across departments.

The ideal candidate has a strong background in manufacturing customer service, proven leadership skills, and experience working in a regulated industry.

Key Responsibilities

- Lead, coach, and develop a team of 3 customer service professionals, establishing performance goals and service standards.
- Oversee order entry, processing, fulfillment, and delivery commitments, ensuring accuracy and timely communication with customers.
- Serve as the primary escalation point for customer concerns, inquiries, and complaints.
- Build and maintain solid customer relationships while supporting customer satisfaction and retention.
- Collaborate with Sales, Production, Supply Chain, Quality, and Finance to resolve issues and meet customer expectations.
- Monitor key performance metrics, including order accuracy, on-time delivery, response times,



and complaint resolution.
- Identify opportunities to improve workflows, service levels, and operational efficiency.
- Ensure customer service activities align with applicable quality standards and regulatory requirements.
- Support continuous improvement initiatives and system enhancements.

Qualifications

- 5+ years of customer service experience in a manufacturing environment.
- 5+ years of supervisory or management experience.
- Experience in medical device, pharmaceutical, healthcare, or another highly regulated industry is preferred.
- Experience with ERP and CRM systems.
- Knowledge of quality management systems, ISO 13485, or GMP is an asset.
- Strong leadership, communication, problem-solving, and organizational skills.
- Ability to manage competing priorities and work effectively across departments.
- A degree in Business Administration or a related field is preferred; equivalent experience will be considered.

Compensation and Benefits

- Salary: $75,000–$100,000 annually, pending on experience.
- Three weeks of vacation.
- RRSP matching.
- Eligibility for an incentive program based on overall company financial performance.

📌 Customer Service Manager (Quinte West)
🏢 BITS Recruiting
📍 Quinte West