Jobs in Canada

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Added 3 mins ago
KS
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kate spade new york
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Added 3 mins ago
SH
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SC
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Mother Parkers Tea & Coffee

Manager, Customer Service

Mississauga, ON, Canada

The hiring range for this role is $110,000 - $120,000 annually. · Full-time

Apply on workforcenow.adp.com About employer

Applications open in a new tab.

Job details

Pay: The hiring range for this role is $110,000 - $120,000 annually.
Job type: Full-time
Experience: 3-5 years of direct experience in Customer Service, including a portion at a supervisory or management level
Posting language: English
Posted: Nov 10, 2026

Original job description

Who is Mother Parkers?

We are one of the largest tea and coffee manufacturers in North America, with a mission to create a better beverage experience for our customers. As a leading customer solutions provider to some of North America’s largest retailers and foodservice chains, we use state-of-the-art technology and new product innovation to help our customers grow their business and deliver superior products to their clientele. Our team of coffee and tea experts are deeply passionate about what we do, proud of our 100+ years of business success, and excited about building a future with endless possibilities. Come join our team and work among the best, collaborate with high performers, and contribute to challenging work every day!

The Role:

The Customer Service Manager leads the execution of order management and customer service operations, ensuring consistent and high-quality experience for our customers. This hands-on leadership role oversees and develops the Customer Service team, drives process improvements and best practices, and partners cross-functionally to improve service delivery, operational efficiency, and overall customer satisfaction.

What you get to do:

Lead, manage and develop all members of the Customer Service team with a “customer” first mindset while ensuring that established processes are followed.
Manage all aspects of order management in Microsoft D365.
Create and maintain a unified Customer Service Team through effective communication and team building.
Supports and manages the implementation of continuous improvement initiatives, automation and reporting that improves all aspects of the CSA (Customer Service Associate) role.
Proactively identifies areas of opportunity in collaboration with key stakeholders (customer ordering trends to develop and implement changes to improve service to the customer, fill rate, production efficiency, and reduce potential customer deductions).
Management of all department and Customer SOP’s, including continuous improvement opportunities and provision of training where required.
Identify customer order management needs. Seek out, acquire and analyze all relevant information reaching logical solutions to potential problem areas to achieve resolution and customer satisfaction.
Communicate as the voice of the Customer Service team on conditions, operational failures and/or policies affecting customer service procedures and performance with alternative solutions.
Handle escalated customer inquiries and complaints.
Resolution of customer claims, inquiries and complaints in accordance with company policy and procedure while maintaining positive customer relations.
Owns the deduction process, reporting and Approval of returns (RMAs) within approval levels.
Monitor, evaluate and assign work to customer service associates on a routine basis, and conduct all performance management activities for the team.
When required, perform order management duties and responsibilities.
Plays an active role in critical cross-functional projects to support the business and provide customer service expertise.
Deals well with ambiguity and works closely with team members to deliver against customer requirements.

What you bring to the role:

3-5 years of direct experience in Customer Service, including a portion at a supervisory or management level
Experience in order management best practices
Understanding of CPG manufacturing requirements and discipline
Innovative thinker with issue-framing and analytical problem-solving skills
Strong people management skills, ability to communicate effectively with a wide audience, and motivate direct reports to accomplish Company goals.
Self-started with initiative to complete assignments and meet tight deadlines.
Ability to deploy resources effectively.
Sound demonstrated organizational and administrative skills
Strong understanding of Microsoft D365 ERP modules, PowerBI and proficiency in current software packages, Microsoft Suite

What we offer you:

Competitive Total Rewards package – health benefits coverage on day 1, employer matched retirement savings plans, optional Health or Wellness Spending Accounts.
Employee discount program on our coffee and tea products.
Annual Safety Shoes Program – your safety is our #1 priority.
Tuition Assistance Program – we value continuous learning and self-development.
The hiring range for this role is $110,000 - $120,000 annually.

This posting is for an existing/new vacancy.

We use AI enabled tools to support parts of our selection process; however, every hiring decision is reviewed and finalized by our people.

While Mother Parkers welcomes all applications, we do not accept unsolicited resumes from employment agencies or search firms. Only those candidates who meet the minimum requirements will be contacted. Mother Parkers is committed to providing accommodation for persons with disabilities. Accommodation is available on request for candidates taking part in all aspects of the selection process.

By providing your information to us, you understand and agree to Mother Parkers Tea & Coffee’s privacy policy: https://www.mother-parkers.com/privacy-policy/

Apply on workforcenow.adp.com About employer

More about this job

Responsibilities

The Customer Service Manager leads the order management and customer service operations while developing the team to ensure high-quality service delivery. They are responsible for driving process improvements, managing cross-functional projects, and resolving escalated customer inquiries.

Requirements

Candidates must have 3-5 years of direct experience in customer service with a background in supervisory or management roles. Proficiency in Microsoft D365 ERP modules and strong analytical problem-solving skills are required for this position.

Skills

Order management
Customer service
Team leadership
Process improvement
Microsoft D365
PowerBI
Analytical problem-solving
Performance management
Communication
Strategic planning
Conflict resolution
Data analysis
Operational efficiency
Cross-functional collaboration
SOP management

Benefits

Health benefits coverage
Health spending account
Wellness spending account
Employee discount program
Annual safety shoes program
Tuition assistance program

Visa sponsorship

Not detected in the job text

Keywords

Customer Service
Order Management
Microsoft D365
PowerBI
CPG Manufacturing
Continuous Improvement
Automation
Reporting
SOP
Performance Management
RMA
Deduction Process
Leadership
Team Building
Supply Chain
Operational Efficiency
Stakeholder Management
Customer Satisfaction
ERP
Microsoft Suite

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Work requirements

Jobs in Canada