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Added 3 mins ago
TH
Overnight Freight Team Supervisor : Full Time - LANGFORD
The Home Depot Canada
Victoria, BC
- Full-time
Partnering with the Operations Assistant Manager in developing and delivering a game plan to prioritize duties of associates
Added 3 mins ago
KC
Senior Coordinator, HR Delivery Centre - Offshore
KPMG Canada
Saskatoon, SK
- Full-time
This position reports to the Manager, HR Service Delivery.
Added 3 mins ago
KC
HR Delivery Centre Manager
KPMG Canada
Fredericton, NB
- Full-time
Identify opportunities for automation resource utilization to streamline HR operations and contribute to service delivery optimization .
Added 3 mins ago
HT
Manager, Internal Controls
Husky Technologies
Bolton, ON
- Full-time
Working with Internal Audit and the global Finance and Operations teams, the Manager, Internal Controls will play a critical role in Husky’s global financial reporting. This includes the…
Added 3 mins ago
CS
Admissions Coordinator
Catholic Schools in the Diocese of Austin
St. Louis, PE · Saint Louis, PE
- Full-time
Serves as the primary relationship manager with all prospective families with timely communication and directs admissions process from point of inquiry through enrollment
Added 3 mins ago
KC
HR Delivery Centre Manager
KPMG Canada
Kitchener, ON
- Full-time
Identify opportunities for automation resource utilization to streamline HR operations and contribute to service delivery optimization .
Added 3 mins ago
KC
Senior Coordinator, HR Delivery Centre - Offshore
KPMG Canada
Fredericton, NB
- Full-time
This position reports to the Manager, HR Service Delivery.
Added 3 mins ago
KC
HR Delivery Centre Manager
KPMG Canada
Sudbury, ON · Greater Sudbury, ON
- Full-time
Identify opportunities for automation resource utilization to streamline HR operations and contribute to service delivery optimization .
Added 3 mins ago
KC
HR Delivery Centre Manager
KPMG Canada
Sault Ste. Marie, ON
- Full-time
Identify opportunities for automation resource utilization to streamline HR operations and contribute to service delivery optimization .
Added 3 mins ago
KC
HR Delivery Centre Manager
KPMG Canada
Sudbury, ON · Greater Sudbury, ON
- Full-time
Identify opportunities for automation resource utilization to streamline HR operations and contribute to service delivery optimization .
Added 3 mins ago
KC
Senior Coordinator, HR Delivery Centre - Offshore
KPMG Canada
Vancouver, BC
- Full-time
This position reports to the Manager, HR Service Delivery.
Added 3 mins ago
KC
Senior Coordinator, HR Delivery Centre - Offshore
KPMG Canada
Toronto, ON
- Full-time
This position reports to the Manager, HR Service Delivery.
Added 3 mins ago
D
Specialist, Quality & Risk Management
Deloitte
Toronto, ON
- Full-time
Drive continuous improvement initiatives to enhance the quality, efficiency and effectiveness of the business process, systems, and operations.
Added 3 mins ago
KC
Senior Coordinator, HR Delivery Centre - Offshore
KPMG Canada
Lethbridge, AB
- Full-time
This position reports to the Manager, HR Service Delivery.
Added 3 mins ago
KC
HR Delivery Centre Manager
KPMG Canada
St. John's, NL
- Full-time
Identify opportunities for automation resource utilization to streamline HR operations and contribute to service delivery optimization .
Added 3 mins ago
KC
Senior Coordinator, HR Delivery Centre - Offshore
KPMG Canada
Quebec, QC
- Full-time
This position reports to the Manager, HR Service Delivery.
Added 3 mins ago
KC
HR Delivery Centre Manager
KPMG Canada
Hamilton, ON
- Full-time
Identify opportunities for automation resource utilization to streamline HR operations and contribute to service delivery optimization .
Added 3 mins ago
KC
Senior Coordinator, HR Delivery Centre - Offshore
KPMG Canada
Victoria, BC
- Full-time
This position reports to the Manager, HR Service Delivery.
Added 3 mins ago
KC
HR Delivery Centre Manager
KPMG Canada
Moncton, NB
- Full-time
Identify opportunities for automation resource utilization to streamline HR operations and contribute to service delivery optimization .
Added 3 mins ago
KC
Senior Coordinator, HR Delivery Centre - Offshore
KPMG Canada
Hamilton, ON
- Full-time
This position reports to the Manager, HR Service Delivery.
Added 3 mins ago
KC
HR Delivery Centre Manager
KPMG Canada
Windsor, ON
- Full-time
Identify opportunities for automation resource utilization to streamline HR operations and contribute to service delivery optimization .
Added 3 mins ago
KC
Senior Coordinator, HR Delivery Centre - Offshore
KPMG Canada
Moncton, NB
- Full-time
This position reports to the Manager, HR Service Delivery.
Added 3 mins ago
KC
Senior Coordinator, HR Delivery Centre - Offshore
KPMG Canada
Saint John, NB
- Full-time
This position reports to the Manager, HR Service Delivery.
Added 3 mins ago
KC
HR Delivery Centre Manager
KPMG Canada
Kitchener, ON
- Full-time
Identify opportunities for automation resource utilization to streamline HR operations and contribute to service delivery optimization .
Added 3 mins ago
KC
HR Delivery Centre Manager
KPMG Canada
Kingston, ON
- Full-time
Identify opportunities for automation resource utilization to streamline HR operations and contribute to service delivery optimization .

Closed listing

APTYX Trenton

Customer Service Manager

Trenton, ON, Canada

Full-time

This opening has closed.

The original listing is kept below for reference.

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About employer

Job details

Job type: Full-time
Closing date: Apr 6, 2027
Experience: Demonstrated experience in Customer Service Management, with a focus on Customer Support and Customer Satisfaction in a manufacturing or medical device environment. (5+ years)
Posting language: English
Posted: Oct 8, 2026

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Original job description

Archived listing. The details below describe a past opening.

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.

About employer

More about this job

Responsibilities

Lead and develop the customer service team, manage key customer relationships and escalations, and oversee accurate order processing and fulfillment. Monitor service KPIs, report on performance, and drive process improvements while coordinating with sales, production, quality, planning, and supply chain teams.

Requirements

Requires at least five years of customer service management experience, preferably in manufacturing, medical devices, or another regulated industry, along with demonstrated team leadership and strong communication, analytical, and organizational skills. Post-secondary education in business, commercial account management, or a related field - or equivalent experience - is sought; ERP/CRM experience and familiarity with ISO 13485 are assets.

Skills

Customer Service Leadership
Team Coaching and Development
Order Management
Escalation Management
Cross-Functional Collaboration
Performance Monitoring
Analytical and Reporting Skills
Process Improvement
Customer Satisfaction
ERP Systems
CRM Systems
Regulatory Documentation
Communication
Organizational Skills
Lean Manufacturing

Visa sponsorship

Not detected in the job text

Keywords

Customer Service Management
Customer Support
Customer Satisfaction
Medical Device Manufacturing
Medical-Grade Plastic Tubing
ISO 13485
Regulated Industry
Order Management
Order Processing
Order Fulfillment
ERP Systems
CRM Systems
Customer Service KPIs
On-Time Delivery
Order Accuracy
Complaint Resolution
Backorder Management
Customer Retention
Performance Reporting
Corrective Actions
Continuous Improvement
Lean Manufacturing
Quality Systems
Cross-Functional Collaboration
Supply Chain
Production Planning
Team Leadership
Performance Management
International Customers

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