Sales Operations Manager

2 weeks ago

Halton Hills, Ontario, Canada Due North Full time $80,000 - $120,000 per year

We Are
Due North manufactures high-quality refrigerated and frozen food merchandisers under the Minus Forty & QBD brands. We offer innovative merchandising and business products, serving customers across North America and Europe. Our diverse range of commercial refrigeration units and customization capabilities have earned trust among ice cream vendors, frozen food merchants, and major food industry corporations. With over 30 years of experience, we are committed to customer success.

Your Opportunity
Due North (Minus Forty and QBD) is seeking a highly motivated and detail-oriented Sales Operations Manager to lead our Customer Service team. This role is central to delivering a world-class B2B customer experience while ensuring our customer service processes, systems, and people are optimized for excellence. The Sales Operations Manager will oversee the customer service group, drive performance through KPI management, enhance processes, and leverage technology systems (Epicor, AutoQuotes, Salesforce) to achieve efficiencies and business growth.

Please note this is an onsite position, with travel between 3 sites(Milton, Georgetown and Brampton).
Main Duties & Responsibilities
Team Leadership & Development

  • Lead, coach, and develop the Customer Service team to deliver a world-class experience to our B2B customers.
  • Set clear goals, drive accountability, and foster a culture of collaboration, diligence, and continuous improvement.
  • Provide ongoing training, coaching, and professional development.

Performance Management & Reporting

  • Develop, track, and report on customer service KPIs on a weekly basis.
  • Analyze performance trends and recommend actions to improve outcomes.
  • Ensure accountability across the team for meeting performance standards.

Process Management & Improvement

  • Develop, implement, and maintain customer service processes and procedures.
  • Ensure all workflows and documentation are clear, efficient, and continually updated.
  • Identify and implement process improvements that enhance efficiency and service quality.

Systems Ownership & Optimization

  • Manage the customer service portion of the Epicor ERP system, identifying opportunities to streamline workflows and increase efficiency.
  • Oversee and manage the AutoQuotes system for Due North.
  • Lead the management and optimization of Salesforce CRM, identifying opportunities to leverage technology to enhance the customer experience.

Training & Experience Development

  • Design and deliver customer service training programs to ensure consistent excellence in customer interactions.
  • Champion the development of a "world-class" B2B customer service experience across all touchpoints.

You Have

  • 5+ years of experience in customer service leadership or sales operations roles, preferably in a B2B environment.
  • Proven experience managing teams and driving accountability through measurable KPIs.
  • Strong experience with ERP and CRM systems (Epicor, Salesforce, AutoQuotes preferred).
  • Demonstrated ability to design, implement, and improve customer service processes.
  • Excellent communication skills—able to engage effectively across levels of the organization and with customers.

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