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Customer Service Manager
Location: Trenton, Ontario
Position Type: Full-Time, Permanent
Salary: $75,000–$100,000 annually, based on experience
Position Summary
We are seeking an experienced Customer Service Manager to lead a dynamic customer service team within a manufacturing environment. Reporting to the General Manager, this role oversees a team of 3 employees and ensures efficient order management, strong customer relationships, timely issue resolution, and effective coordination across departments.
The ideal candidate has a strong background in manufacturing customer service, proven leadership skills, and experience working in a regulated industry.
Key Responsibilities
Lead, coach, and develop a team of 3 customer service professionals, establishing performance goals and service standards.
Oversee order entry, processing, fulfillment, and delivery commitments, ensuring accuracy and timely communication with customers.
Serve as the primary escalation point for customer concerns, inquiries, and complaints.
Build and maintain strong customer relationships while supporting customer satisfaction and retention.
Collaborate with Sales, Production, Supply Chain, Quality, and Finance to resolve issues and meet customer expectations.
Monitor key performance metrics, including order accuracy, on-time delivery, response times, and complaint resolution.
Identify opportunities to improve workflows, service levels, and operational efficiency.
Ensure customer service activities align with applicable quality standards and regulatory requirements.
Support continuous improvement initiatives and system enhancements.
Qualifications
5+ years of customer service experience in a manufacturing environment.
5+ years of supervisory or management experience.
Experience in medical device, pharmaceutical, healthcare, or another highly regulated industry is preferred.
Experience with ERP and CRM systems.
Knowledge of quality management systems, ISO 13485, or GMP is an asset.
Strong leadership, communication, problem-solving, and organizational skills.
Ability to manage competing priorities and work effectively across departments.
A degree in Business Administration or a related field is preferred; equivalent experience will be considered.
Compensation and Benefits
Salary: $75,000–$100,000 annually, pending on experience.
Three weeks of vacation.
Employer-paid health care premiums.
RRSP matching.
Eligibility for an incentive program based on overall company financial performance.
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