Customer Service Manager

• Customer Service Manager
• Industrial Distribution
• Greater Toronto Area

Customer Service Manager
Mississauga, ON
110K - 120K base salary + performance based bonus incentive

Lead the Team. Elevate the Customer Experience. Drive Operational Excellence.

Our client is a well-established leader in the industrial supply and MRO distribution sector, serving customers across Canada with a reputation built on responsiveness, expertise, and reliability. As the organization continues to grow, we are seeking an experienced Customer Service Manager to lead a national customer support team and play a key role in shaping the overall customer experience.

This is more than a traditional customer service leadership position. As a member of the leadership team, you will partner closely with Sales, Operations, Finance, and Supply Chain to improve processes, drive efficiencies, support profitability, and ensure customers receive best-in-class service at every stage of the order lifecycle.

If you're a hands-on leader who thrives in a fast-paced distribution environment and enjoys building high-performing teams, this could be the opportunity you've been looking for.

What You'll Be Responsible For:

• Lead and Develop a High-Performing Team
• Lead a national customer service team of approximately 10 team members located across Canada.
• Recruit, coach, mentor, and develop team members to maximize performance and engagement.
• Conduct regular performance reviews, coaching sessions, and team meetings.
• Establish clear KPIs and accountability measures related to order entry, quoting, response times, customer interactions, and overall service levels.

Own the Customer Experience-

• Champion a customer-first culture across the organization.
• Continuously evaluate and improve the customer journey from quote to delivery and beyond.
• Manage escalated customer concerns and critical account issues with professionalism and urgency.
• Ensure service standards are consistently met while identifying opportunities for improvement.

Drive Process Improvement and Operational Excellence-

• Analyze workflows and implement process improvements that increase efficiency, accuracy, and customer satisfaction.
• Leverage CRM, ERP, and reporting tools to measure team performance and identify opportunities for optimization.
• Review daily pricing changes, margin holds, customer inquiries, and service metrics to support business objectives.
• Coordinate customer rebate programs, contract pricing, and claim-back initiatives with internal stakeholders.

Collaborate Across the Business-

• Partner with Sales, Operations, Supply Chain, Finance, and IT teams to improve service delivery and fulfillment performance.
• Support large quotations and strategic customer opportunities alongside the sales team.
• Monitor open orders and backorders, ensuring proactive communication and resolution.
• Contribute to company-wide initiatives focused on growth, profitability, and customer retention.

What We're Looking For:

• 10+ years of customer service, customer operations, inside sales, or account support experience within distribution, wholesale, manufacturing, logistics, industrial supply, MRO, or a related industry.
• 5+ years of leadership experience managing customer service, inside sales, or operational support teams.
• Proven ability to motivate, develop, and hold teams accountable to performance goals.
• Strong business acumen with an understanding of pricing, margins, profitability, and customer management.
• Experience working with ERP, CRM, order management, and inventory systems.
• Excellent communication, conflict resolution, and problem-solving skills.
• Ability to manage multiple priorities in a fast-paced environment.
• Strong attention to detail and commitment to operational accuracy.
• Proficiency with Microsoft Office, particularly Excel and Outlook.
• Bilingual English/French is considered a strong asset.

Why This Opportunity?

• Join a respected and growing leader in the industrial distribution and MRO space.
• Be part of the leadership team and influence company-wide initiatives.
• Lead a national team with the opportunity to make a measurable impact.
• Work in a collaborative environment where customer experience and operational excellence are highly valued.
• Competitive compensation package and long-term career growth opportunities.