Position: Customer Service Manager
Location: Toronto, Ontario (On-Site)
Salary: $87,500 + Target 15% Annual Bonus
Job Type: Permanent
Posting Type: Open Vacancy
Are you an experienced Customer Service leader who enjoys developing teams, solving complex customer issues, and improving the way a business operates?
We're partnering with a well-established, family-owned manufacturing organization to find a Customer Service Manager to lead a team. In this role, you'll oversee the customer service function while working closely with Sales, Production, Shipping, and senior leadership to ensure a seamless customer experience.
This is a hands-on leadership opportunity where you'll have the ability to influence processes, strengthen cross-functional collaboration, and introduce improvements that make the business easier for customers and internal teams to work with.
What's in it for you?
- $87,500 base salary + target 15% annual bonus
- Comprehensive health, dental, vision, and life insurance benefits
- Paid vacation and sick days
- One-week paid holiday shutdown
- Professional development allowance
- Employee discounts and company events
- Free on-site parking
- Opportunity to lead an established team
- Direct exposure to senior leadership and the ability to influence change
- Stable, long-term opportunity with a growing organization
What you'll be doing:
- Lead, coach, and develop a team of Customer Service professionals
- Manage team performance, training, workload, and ongoing development
- Oversee the end-to-end customer experience and ensure high service standards
- Resolve complex customer escalations and identify opportunities to prevent recurring issues
- Oversee order processing, RMAs, credits, and order exceptions
- Act as the key link between Customer Service, Sales, Production, Graphics, Shipping, and other departments
- Identify and implement process improvements that improve efficiency and customer satisfaction
- Manage Customer Service workflows within CRM, ERP, and other business systems
- Establish and monitor KPIs including response times, order accuracy, customer satisfaction, productivity, and service levels
- Use reporting, customer feedback, and operational data to identify trends and drive improvements
- Identify opportunities to leverage automation, AI, and new technologies to improve Customer Service operations
What we're looking for:
- 5+ years of progressive Customer Service leadership experience
- Experience leading and developing Customer Service teams in a manufacturing, distribution, or B2B environment
- Proven experience improving processes and leading change initiatives
- Strong cross-functional experience working with Sales, Operations, Production, and other departments
- Experience managing customer escalations and resolving complex issues
- Experience using KPIs and reporting to improve team and operational performance
- Strong Microsoft Office skills, particularly Excel
- Experience with CRM and ERP/order management systems; HubSpot is an asset
- Strong analytical, organizational, communication, and problem-solving skills
- Proven coaching and people leadership abilities
- Comfortable using AI and emerging technologies to improve reporting and processes
PLEASE NOTE THAT ONLY APPLICANTS WHO APPLY DIRECTLY WILL BE REVIEWED!
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All applications are reviewed by our recruitment team, and hiring decisions are made by people. We may also use AI-enabled tools to support parts of the application review process.
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