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CSG Talent

Customer Services Manager - Canada

Sudbury, ON, Canada

Full-time

Apply About employer

Applications open in a new tab.

Job details

Job type: Full-time
Apply by: Nov 16, 2026
Posting language: English
Posted: Oct 26, 2026

Original job description

Customer Services Manager - Parts & Services

Location: Greater Sudbury, Ontario, Canada
Industry: Mining Equipment / Heavy Equipment / Industrial Services
Employment Type: Full-Time, Permanent

The Opportunity

We are partnering with a leading global organisation within the mining and industrial equipment sector to recruit an experienced Customer Services Manager - Parts & Services.

This is a key leadership position responsible for overseeing customer support and parts order fulfilment operations across Canada, ensuring customers receive a consistently high level of service while driving operational performance, process improvements and team development.

The successful candidate will lead a team of customer support professionals, working closely with sales, supply chain, logistics, warehousing and other internal stakeholders to improve service delivery, resolve complex customer challenges and optimise operational efficiency.

This opportunity would suit an experienced leader with a background in aftermarket services, heavy equipment, industrial distribution, parts operations or customer service management within a technically complex environment.

Key Responsibilities

Lead, coach and develop a customer support team, fostering a culture of accountability, collaboration and continuous improvement.
Oversee customer service and parts order fulfilment activities across the Canadian business.
Monitor and improve key performance indicators, including order accuracy, delivery performance, response times and customer satisfaction.
Manage complex customer escalations, including urgent parts requirements, supply shortages and critical equipment downtime situations.
Collaborate with supply chain, logistics, warehousing and planning teams to improve parts availability and delivery performance.
Oversee order management processes, including quotations, backorders, order tracking and expediting.
Work closely with commercial and sales teams to support pricing agreements, customer requirements and service delivery.
Identify opportunities to streamline workflows, improve systems and implement operational best practices.
Support the effective use of ERP systems, reporting tools and performance dashboards.
Build strong relationships with internal stakeholders to ensure alignment between customer expectations and operational capabilities.
Support recruitment, performance management, succession planning and the ongoing development of the customer support function.

Skills & Experience Required

A minimum of 5 years' experience in customer service, parts support, order fulfilment, supply chain, aftermarket services or a related operational environment.
Approximately 3-5 years of experience managing or supervising teams, ideally within customer support, inside sales, order management or operational support.
Strong people leadership capabilities, with a proven ability to develop teams and improve performance.
Experience managing parts ordering, quotations, backorders, order expediting or customer service processes.
A good understanding of supply chain, logistics and inventory-related challenges within an industrial or equipment-focused business.
Demonstrated experience improving processes, service levels and operational efficiency.
Strong communication, problem-solving and stakeholder management skills.
Experience using ERP, CRM and reporting systems.
Commercial awareness and the ability to balance customer service expectations with operational and business priorities.

Experience within mining, heavy equipment, industrial distribution, manufacturing or aftermarket services would be highly advantageous. However, candidates from other relevant operational environments with strong transferable leadership experience are also encouraged to apply.

A relevant postsecondary qualification would be beneficial, although equivalent practical experience will be considered. Continuous improvement qualifications, such as Lean or Six Sigma, would be an advantage.

What's on Offer?

The opportunity to join an established global organisation with a strong presence in the mining and industrial equipment sector.
A leadership position with responsibility for a critical customer-facing function across Canada.
The ability to influence operational performance, customer experience and continuous improvement initiatives.
Collaboration with a broad range of commercial, operational and supply chain stakeholders.
Long-term career development opportunities within an international business.
A competitive benefits package, including retirement and health-related benefits.

Apply

If you are an experienced customer service or aftermarket operations leader looking for an opportunity to make a meaningful impact within a global industrial business, we would welcome a confidential conversation.

Apply today or contact us directly to learn more about this opportunity.

All applications and enquiries will be treated in strict confidence.

Apply About employer

More about this job

Responsibilities

Lead and develop the customer support team while overseeing customer service and parts order fulfillment across Canada. Improve service performance and operational efficiency by managing escalations, coordinating with supply chain and commercial teams, and optimizing order processes and systems.

Requirements

Requires at least five years of relevant customer service, parts support, order fulfillment, supply chain, or aftermarket operations experience, including approximately three to five years managing or supervising teams. Candidates should bring strong leadership, process improvement, stakeholder management, and ERP/CRM experience; industrial or equipment-sector experience and a relevant postsecondary qualification are advantageous.

Skills

People Leadership
Customer Service Management
Parts Order Fulfillment
Order Management
Supply Chain Coordination
Logistics
Inventory Management
KPI Monitoring
Process Improvement
ERP Systems
CRM Systems
Performance Reporting
Stakeholder Management
Commercial Awareness
Team Development

Benefits

Retirement Benefits
Health-Related Benefits

Visa sponsorship

Not detected in the job text

Keywords

Mining Equipment
Heavy Equipment
Industrial Services
Aftermarket Services
Customer Support
Parts Operations
Order Fulfillment
Order Management
Quotations
Backorders
Order Tracking
Order Expediting
Supply Chain
Logistics
Warehousing
Inventory
ERP Systems
CRM Systems
Performance Dashboards
Key Performance Indicators
Continuous Improvement
Lean
Six Sigma
Customer Satisfaction
Process Optimization
Team Development

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