Senior Customer Service Manager

Description:

An established office furniture manufacturer in the Peel Region is seeking a Senior Manager of Customer Experience to lead, develop, and enhance their customer service operations. This is a full-time permanent position offering a competitive salary, benefits, and vacation package.

The Senior Manager will be responsible for shaping and implementing a strategic culture of customer satisfaction, ensuring the highest levels of service quality and efficiency. As part of the management team, the role involves guiding multiple customer service functions—such as order entry, claims handling, dealer onboarding, and customer support—while continuously improving team performance and customer engagement.

Key Responsibilities:

• Lead and mentor the Customer Experience (CE) Manager and Team Leads responsible for Drawings, Claims, and Order Entry teams.

• Oversee the implementation and maintenance of customer experience software solutions and manage the rollout of new systems.

• Facilitate onboarding for new dealers and Inside Sales Representatives (ISRs), ensuring comprehensive training on products, processes, and tools.

• Maintain and continuously expand deep knowledge of products and internal processes to enhance efficiency and customer satisfaction.

• Organize bi-monthly team-building events to strengthen collaboration and morale across the Customer Experience department.

• Establish and lead a high-performance culture focused on exceeding customer satisfaction targets and business growth.

• Conduct regular 1:1 coaching sessions, performance reviews, and feedback meetings with team members.

• Develop and track performance metrics, analyze data, and implement corrective measures to optimize operations.

• Provide training, coaching, and performance management to staff, addressing challenges promptly and constructively.

• Design and implement TWI training programs and detailed job breakdowns for team members.

• Resolve escalated customer inquiries and issues from managers, priority dealers, or internal teams.

• Manage contracts including government and state contracts within Canada and the United States.

• Participate in new product development committees, ensuring customer feedback informs product improvements.

• Ensure appropriate staffing, resource allocation, and coverage across all customer service functions.

• Perform additional duties as assigned to support organizational objectives.

Qualifications:

• Bachelor’s degree in Business Administration, Project Management, or a related field.

• 5–8 years of proven leadership experience in customer service, preferably in a manufacturing or product-based environment.

• Strong customer service and troubleshooting skills with a results-oriented mindset.

• Excellent leadership and supervisory abilities, including task prioritization, scheduling, and performance measurement.

• Strong analytical and problem-solving skills, capable of identifying and addressing operational challenges.

• Excellent conflict resolution, negotiation, and communication skills (both written and verbal).

• Highly adaptable and comfortable working in a dynamic, fast-paced environment.

• Skilled in training, mentoring, and developing teams for high performance.

• Proficient in MS Office (Word, Excel, Outlook) with strong computer literacy and adaptability to new software.

• Exceptional attention to detail, organizational abilities, and a professional demeanor.

• Effective at building strong relationships with clients, business partners, and internal stakeholders.

Core Competencies:

• Communication: Clear, consistent communication and active listening to ensure understanding and engagement.

• Leadership: Inspiring and guiding teams under changing or uncertain conditions while promoting collaboration and accountability.

• Networking & Relationship Building: Building long-term, constructive relationships with internal and external stakeholders.

• Planning & Organizing: Setting measurable goals, timelines, and priorities to ensure project completion and efficiency.

• Results Orientation: Focused on achieving and exceeding performance goals and client satisfaction standards.

• Service Orientation: Delivering exceptional service and going above and beyond to add value for clients and the organization.