Customer Service Manager

Company Description

Be part of a community of authentic, proud and trusted people.

Our Auto Parts Division is the largest Canadian distribution network of automobile replacement parts. Our banners in this division include the renowned NAPA Auto Parts, Altrom/Auto-Camping, and NAPA/CMAX. We believe we don’t just deliver car and heavy vehicle parts all around the country; we also help keep Canadians moving forward. We have the experience and strength of our 100-year legacy and our 5000 colleagues have the desire to always do better for our customers.

Send us your resume and join a people-centric company with a reputation of excellence.

Job Description

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.

Qualifications

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.

Additional Information

UAP is a diverse community that promotes inclusion and respect. The sum of our individual differences, experiences, knowledge, self-expression, unique capabilities and talents represents the richness of our culture. UAP is committed to employment equity and encourages applications from women, visible minorities and people with disabilities. By valuing a diverse workforce, we ensure that our hiring practices are fair and equitable.