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Added 3 mins ago
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NAPA Canada

Customer Service Manager

Cambridge, ON, Canada

Pay: Salary Range: $70,100 – $87,600 annually, commensurate with experience and qualifications.
Job type: Full-time
Apply by: Sep 26, 2026
Posting language: English
Posted: Aug 27, 2026

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Original job description

Your route

The Customer Service Manager oversees customer service operations and supports the continuous improvement of protocols, standards, and team performance. This role works closely with internal teams and external customers to promote service excellence, a positive culture, and open, transparent communication.

Salary Range: $70,100 – $87,600 annually, commensurate with experience and qualifications.

We offer a competitive compensation package that includes a comprehensive benefits program, access to corporate discounts, and ongoing training and development opportunities to support your professional growth throughout your career.

In this key leadership role, you will be responsible for overseeing customer service operations and supporting the team in delivering a consistently high level of service while achieving key operational, performance, and customer satisfaction objectives.

Your Responsibilities Include

Lead daily customer service operations, ensuring professional, timely support for inquiries related to pricing, delivery dates, order status, and accessories.
Provide first-level technical support to customer service agents and assist with calls during peak periods.
Oversee the customer service inbox, resolve complaints and complex files, and collaborate with management on projects and service improvements.
Communicate daily with the warehouse team to identify and follow up on potential shipping issues, ensuring timely resolution and accurate order fulfillment.
Partner with Human Resources to plan staffing, recruit, onboard, train, and develop the customer service team.
Manage team scheduling, timesheets, absences, performance, and disciplinary matters while ensuring service, workload, budget, and performance objectives are met.

Under the hood

To Join Our Team, You Need, Among Other Things

Minimum of five years of customer service or call centre experience.
Previous team leadership or supervisory experience.
Strong commitment to exceptional customer service.
Comfortable using technology, including Microsoft Office, ERP systems, SQL, and web-based tools.
Strong stress-management, time-management, communication, and analytical skills.
Recognized as a positive, collaborative, and engaged leader.
Knowledge of the automotive industry is considered an asset.

About The Division

The Auto Parts Division is mainly involved in the sale, distribution and marketing of replacement parts and supplies for cars and light trucks. We have the largest Canadian distribution network of vehicle replacement parts. Our banners in this division include household name NAPA Auto Parts, as well as Altrom-Autocamping, specialized in parts for imported vehicles, and CMAX, specialized in paint and body supplies. With so many different roles available in our divisions, everyone can find the perfect fit for their skillset and aspirations. Just pick the one that suits you best!

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More about this job

Responsibilities

The Customer Service Manager oversees daily operations, including technical support, order fulfillment, and warehouse coordination. They are also responsible for team leadership, including recruitment, training, and performance management.

Requirements

Candidates must have at least five years of customer service or call center experience, including previous supervisory experience. Proficiency in Microsoft Office, ERP systems, and SQL is required, along with strong leadership and analytical skills.

Skills

Customer service
Team leadership
Supervisory experience
Microsoft Office
ERP systems
SQL
Stress management
Time management
Communication
Analytical skills
Staffing
Recruitment
Onboarding
Training
Performance management
Conflict resolution

Benefits

Corporate discounts
Ongoing training and development opportunities

Visa sponsorship

Not detected in the job text

Keywords

Customer Service Manager
Call Centre
Leadership
Operations Management
Microsoft Office
ERP
SQL
Warehouse Coordination
Order Fulfillment
Staffing
Performance Management
Automotive Industry
Distribution
NAPA Auto Parts
Technical Support
Conflict Resolution
Time Management
Analytical Skills
Recruitment
Onboarding

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