Customer Service Manager

Customer Service ManagerToronto, ON | Full-Time | Permanent | In-OfficeCompensation: $87,500 Base Salary + 15% Annual Performance BonusLead a Team. Elevate the Customer Experience. Drive Meaningful Change.Are you an experienced Customer Service leader who thrives on building exceptional teams, improving processes, and delivering world-class customer experiences?We're looking for a strategic, hands-on Customer Service Manager to lead a dynamic team of approximately 18 customer service professionals while serving as the operational bridge between Sales, Production, Graphics, Shipping, and other key business functions.This is more than a management role—it's an opportunity to influence business performance, shape the customer journey, and implement meaningful operational improvements within a growing organization that values collaboration, innovation, and continuous improvement.If you're passionate about developing people, optimizing processes, and creating outstanding customer experiences, we'd love to hear from you.Why You'll Love This OpportunityMake a Real ImpactLead an established Customer Service department and play a key role in shaping its future while influencing company-wide operational excellence.Join a Collaborative Leadership TeamWork closely with senior leadership in an environment where your ideas are welcomed, your expertise is valued, and decisions are made quickly.Drive Continuous ImprovementIdentify opportunities to streamline workflows, improve customer satisfaction, leverage technology, and create lasting operational efficiencies.Grow Your CareerJoin an organization committed to investing in its people through professional development, modern technology, and opportunities for advancement.Work with Innovative TechnologyUtilize CRM, ERP, reporting tools, and emerging AI technologies to improve decision-making, reporting, customer experience, and operational performance.What You'll Be Responsible ForLeadership & Team DevelopmentYou'll inspire, coach, and develop a high-performing Customer Service team while fostering a culture built on accountability, collaboration, and continuous improvement.Responsibilities include:

• Leading, mentoring, and developing a team of approximately 18 Customer Service professionals
• Recruiting, onboarding, and retaining top talent
• Conducting coaching sessions, one-on-one meetings, and performance reviews
• Creating development plans that help employees reach their full potential
• Managing staffing levels, workloads, and departmental performance
• Building a positive, engaged, and customer-focused culture

Deliver an Exceptional Customer ExperienceYou'll be the champion for customer satisfaction by ensuring every interaction reflects professionalism, responsiveness, and excellence.You'll:

• Oversee the complete customer order experience from order entry through fulfillment
• Resolve complex customer concerns and escalations with professionalism and urgency
• Identify recurring customer challenges and implement long-term solutions
• Improve internal processes that enhance service delivery and customer satisfaction
• Establish and maintain high service standards across the department

Operational ExcellenceYou'll ensure the Customer Service department operates efficiently while continuously improving processes and performance.Responsibilities include:

• Overseeing accurate processing of stock and custom orders
• Managing RMA, credit, and exception processes
• Developing and maintaining standard operating procedures
• Ensuring consistency, compliance, and operational accuracy
• Identifying opportunities to simplify workflows and eliminate inefficiencies

Cross-Functional LeadershipSuccess in this role depends on your ability to bring teams together.You'll act as the primary liaison between Customer Service and internal departments including Sales, Production, Graphics, Shipping, and Operations to ensure seamless communication and outstanding customer outcomes.You'll also:

• Lead cross-functional problem solving
• Improve communication across departments
• Resolve operational issues impacting customers
• Drive initiatives that improve efficiency and service quality

Technology & Continuous ImprovementTechnology is an important part of this role.You'll leverage CRM, ERP, reporting platforms, and AI-powered tools to improve workflows, reporting, and business insights.You'll be responsible for:

• Managing Customer Service workflows within CRM and ERP systems
• Maintaining data accuracy and process integrity
• Identifying automation opportunities
• Developing operational reports and dashboards
• Supporting implementation of new technologies and best practices

Experience

• 5+ years of progressive Customer Service leadership experience
• Experience leading customer service teams within manufacturing, distribution, or another B2B environment
• Proven success implementing process improvements and leading organizational change
• Strong experience collaborating with Sales, Operations, Production, and cross-functional teams
• A track record of building engaged, high-performing teams

Experience with:

• Microsoft Office, particularly Excel
• CRM platforms (HubSpot experience is an asset)
• ERP and order management systems
• Operational reporting and KPI development
• AI-powered tools used for reporting, data analysis, workflow optimization, or process improvement

Please submit your resume to Sarika at [email protected] for consideration.
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