Customer Service Manager

7 days ago

Toronto, Ontario, Canada Hamilton Kent Full time $90,000 - $120,000 per year

Hamilton Kent is a leader in providing innovative sealing solutions for infrastructure applications. Our mission is to shape a better tomorrow by connecting communities through resilient and sustainable products.

We currently have an exciting opportunity for a Customer Service Manager. This role is based in Etobicoke and reports to the Director, Sales and Marketing

Don't miss the opportunity to join a diverse group of people-centric professionals, thought leaders, rapid thinkers, entrepreneurs in spirit, and status quo-fighters

Job Summary

As the Customer Service Manager, you'll lead a dynamic team of Customer Service Representatives (CSRs) to deliver a consistent, high-quality customer experience aligned with Hamilton Kent's customer intimacy strategy. You'll have the opportunity to shape service delivery, drive operational efficiency, and foster continuous improvement in a fast-paced manufacturing environment. Your leadership will directly impact customer satisfaction and support our broader business goals.

Principal Responsibilities
  • Lead, coach, and support a team of CSRs, fostering a collaborative and service-oriented culture.
  • Oversee onboarding and training, ensuring team members are equipped with product, system, and process knowledge.
  • Champion transformation initiatives and SAP stabilization efforts.
  • Resolve escalated customer issues related to orders, pricing, returns, and delivery.
  • Collaborate with Sales to align on market conditions and customer needs.
  • Monitor team performance using KPIs to drive accuracy, responsiveness, and satisfaction.
  • Provide backup support during peak periods and prioritize urgent backlogs.
  • Partner with IT and ERP teams to streamline order-to-cash processes.
  • Analyze service metrics and provide regular performance updates to leadership.
  • Own and administer SAP-related processes including SOPs, backlog reviews, approvals, and master data updates.
Qualifications & Experience
  • Minimum 5 years of experience in customer service management within a manufacturing environment.
  • Strong proficiency in SAP and Microsoft Office, especially Excel and PowerPoint.
  • College diploma or university degree, or equivalent experience.
  • Proven ability to lead teams through change and system implementations.
  • Experience with service analytics and performance reporting.
Core Competencies
  • Collaborate & Influence: Build strong relationships and align cross-functional teams.
  • Customer Obsessed: Demonstrate a deep commitment to understanding and exceeding customer expectations.
  • Improve & Innovate: Continuously seek better ways to work and deliver value.
  • Willingness to Learn: Embrace change and pursue ongoing development.
  • Think Strategically: Translate vision into actionable strategies that drive results.

#LI-DNI

Hamilton Kent is committed to providing accommodations for people with disabilities throughout the recruitment process. Upon request, we will work with qualified applicants to provide suitable accommodation in a manner that considers their accessibility needs. To request an accommodation, please contact HR

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