As a growing manufacturer, we are seeking a proactive and experienced Customer Service Manager to lead our customer service efforts with a focus on excellence, efficiency, and team development. This leadership role is responsible for overseeing daily customer service operations, driving continuous improvement initiatives, and ensuring our customers receive exceptional service. The Customer Service Manager will be responsible for supervising the CSR team, managing order workflows, and collaborating cross-functionally with production, engineering, sales, logistics, and accounting teams. This position serves as a strategic point of contact for both internal and external stakeholders, helping to strengthen long-term client relationships and uphold our brand values.

What a typical day looks like:

• Lead and support the Customer Service team to meet performance targets and service standards.
• Manage customer service functions, including order processing, quotations, invoicing, and inquiries, in both English and French.
• Maintain oversight of scheduling and coordination of logistics, including preparing bills of lading, proof of delivery, and related documentation.
• Resolve escalated customer issues and act as the primary contact for key accounts.
• Monitor and optimize customer service processes to improve response times, accuracy, and customer satisfaction.
• Communicate customer requirements to the Production team and follow up to ensure deadlines are met.
• Train, mentor, and support CSRs in handling complex orders, ERP system use, and communication standards.
• Ensure accurate data entry in ERP systems and provide regular reporting to leadership.
• Perform and assign general administrative duties as required.

Required Skills:

• High school diploma or GED required; post-secondary education in business, operations, or related field preferred.
• Minimum 3–5 years of experience in a customer service role, with at least 2 years in a supervisory or managerial capacity.
• Experience in the mechanical, manufacturing, or fabrication industry is a strong asset.
• Bilingual in English and French (spoken and written) would be considered an asset.
• Proven ability to lead a team, manage performance, and implement process improvements.
• Strong customer relationship management and problem-solving skills.
• Proficient in Microsoft Office Suite (Word, Excel, Outlook) including excel based formulas
• ERP experience is a strong asset.
• Strong organizational skills with attention to detail and the ability to manage multiple priorities.
• Comfortable working under pressure and meeting tight deadlines.
• Ability to communicate diplomatically and professionally with all stakeholders.