Customer Service Manager

Customer Service Manager

Location: Trenton, Ontario

Position Type: Full-Time, Permanent

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 strong 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.
• Employer-paid health care premiums.
• RRSP matching.
• Eligibility for an incentive program based on overall company financial performance.