Customer Service Manager

Company Description Aptyx is an ISO 13485 certified medical tubing manufacturer that has served medical device manufacturers and distributors worldwide for over 30 years. APTYX Trenton in Ontario, Canada, supplies millions of feet of medical-grade plastic tubing for anesthesia, respiratory, sleep apnea, and other custom medical applications. The company focuses on helping customers solve complex challenges with confidence and bring expertly engineered, quality products to market at entrepreneurial speed. Aptyx mission emphasizes long-term customer success by delighting our customers and making a positive impact on people’s lives.

Role Description The Customer Service Manager is a full-time, on-site role based at APTYX Trenton in Trenton, ON. This role is responsible for leading the customer service team, overseeing day-to-day operations, and ensuring timely, accurate responses to customer inquiries, orders, and issue resolution. The Customer Service Manager will manage key customer accounts, maintain strong relationships with our international customers. The Customer Service Manager oversees the customer service team, drives continuous improvement initiatives, and acts as the primary liaison between customers, sales, production, quality assurance, and supply chain teams to ensure customer expectations are met or exceeded. Daily tasks include monitoring service metrics, implementing process improvements, handling escalations, and ensuring high levels of customer satisfaction. The role also involves training and coaching team members, maintaining documentation and CRM records, and supporting continuous improvement initiatives aligned with quality and regulatory standards.

Key Responsibilities

Customer Service Leadership

• Lead, coach, develop, and evaluate Customer Service Representatives.
• Establish team goals, KPIs, and service standards.
• Foster a customer-centric culture focused on responsiveness, professionalism, and accuracy.
• Conduct regular performance reviews and provide ongoing training and development.

Customer Relationship Management

• Serve as the primary escalation point for customer concerns and complex inquiries.
• Build and maintain strong relationships with customers, distributors, healthcare providers, and other stakeholders.
• Ensure timely resolution of issues affecting customer satisfaction.
• Support customer retention and account growth initiatives.

Order Management

• Oversee order entry, order processing, scheduling, and fulfillment activities.
• Ensure customer orders are processed accurately and in accordance with quality procedures.
• Monitor order status and proactively communicate delays or supply constraints.
• Collaborate with planning, production, and logistics teams to maintain delivery commitments.

Performance Monitoring and Reporting

• Develop and monitor customer service metrics including:
• Order accuracy
• On-time delivery
• Customer satisfaction
• Complaint resolution time
• Backorder levels
• Response times
• Prepare and present regular performance reports to management.
• Identify trends and implement corrective actions to improve service performance.

Continuous Improvement

• Identify opportunities to improve customer service processes and workflows.
• Lead initiatives to enhance efficiency, customer satisfaction, and operational effectiveness.
• Support ERP, CRM, and quality system improvements.
• Participate in Lean Manufacturing and continuous improvement programs.
• Strong analytical and reporting capabilities.

Key Performance Indicators (KPIs)

• Customer satisfaction score (CSAT)
• On-time delivery performance
• Order accuracy rate
• Customer complaint resolution cycle time
• Customer retention rate
• Backorder performance
• Team productivity and service levels

Qualifications

• Demonstrated experience in Customer Service Management, with a focus on Customer Support and Customer Satisfaction in a manufacturing or medical device environment. (5+ years)
• Strong Communication skills, including clear written and verbal communication and the ability to collaborate effectively with cross-functional teams and global customers.
• Solid Analytical Skills to interpret service metrics, identify trends, and develop data-driven solutions to improve customer experience and team performance.
• Proven ability to lead, motivate, and develop customer service teams, including performance management and mentoring.
• Experience in medical device, pharmaceutical, healthcare, or other regulated industries strongly preferred.
• Experience with ERP and CRM systems, order management processes, and documentation in a regulated industry; familiarity with ISO 13485 is an asset.
• Excellent organizational skills, attention to detail, and the ability to manage multiple priorities in a fast-paced environment.
• Post-secondary education in business, Commercial Account management, or a related field, or equivalent combination of education and work experience.
• Previous experience in medical device, plastics, or manufacturing sectors is preferred.