Customer Excellence Manager

The Customer Excellence Manager (CEM) plays a pivotal role in guiding and supporting the customer excellence team. Reporting to the Director, Customer Excellence, the CEM acts as a key partner in elevating the customer excellence team to deliver EPIC customer experiences. This role is responsible for overseeing day-to-day team performance, resolving escalated issues, and driving continuous process improvements. In addition to building strong customer relationships, the CEM fosters a collaborative, high-performing environment that reflects company values and service standards, ensuring excellent customer experiences, satisfaction, and long-term loyalty.

Key Responsibilities

Team Leadership & Support

• Coach and support a team of Customer Excellence Specialists (CES) in handling customer inquiries, orders, and issues across various channels (phone, email, Teams).
• Serve as the first point of escalation for complex or high-priority customer issues, resolving them promptly and efficiently while maintaining a positive customer experience.
• Support the Director, Customer Excellence, in the recruitment and onboarding of new hires
• Support the Director in providing ongoing training and development to team members and conducting feedback and coaching sessions.
• Collaborate cross-functionally with other departments (ie, Commercial, Logistics, IT) to resolve service-related issues and elevate the overall customer experience.
• Support the Director in driving cultural change and a customer-first focus within the customer excellence team

Customer Relationship Management

• Building strong customer relationships with key accounts
• Help team address and resolve customer issues and concerns in a timely and effective manner, collaborating with other departments as needed
• Ensure accurate and updated customer records are maintained

Process Improvement

• Identify process inefficiencies and propose or implement improvements to enhance team productivity and customer satisfaction.

• Identify and address any gaps in the customer journey to optimize processes and ensure EPIC customer experiences

Reporting & Analysis

• Monitoring and assessment of team performance, providing feedback, coaching, and conducting semi-annual reviews in partnership with the Director
• Prepare and report on team performance and service metrics, present insights and recommendations to leadership.

Qualifications

• Bachelor's degree in administration or a related field
• 5+ years of managerial experience in customer service or a related role
• Proven leadership skills with the ability to lead with empathy, drive accountability and motivate team members
• Strong interpersonal and communication skills; able to inspire and guide others.
• Proven ability to manage multiple priorities in a fast-paced environment.
• Excellent problem-solving skills and a customer-centric mindset.
• Proficiency with SAP is a strong asset
• Fluently bilingual in both English and French
• Ability to travel as required

Benefits

• Part of the annual discretionary bonus plan
• Health/Dental insurance coverage (100% of premiums paid by the company) after 3 months of employment
• Telus Virtual Health Care Telemedicine after 3 months of employment
• Employee Assistant Program EAP after 3 months of employment
• 3 weeks paid vacation per year
• 5 personal/sick days per year
• 2 days per week Work from Home, 3 days in the office (expected in office FT to train for first 8-10 weeks)
• 50% subsidized gym membership to Fit Form West Island
• Flex Friday working hours (end day at 1 pm during summer months, 3 pm all other months)
• Casual-professional work environment
• Weekly fresh fruit program in the office
• Free onsite parking with free electric car charging stations
• Outdoor patio for lunches and events

Our Culture

At ArdoVLM, you'll find more than just a job — you'll join a workplace built on
collaboration, trust, and teamwork
. We value open communication, supporting one another, and celebrating achievements together. We're also committed to your growth: whether through learning opportunities, exposure to different areas of the business, or career progression, you'll have the chance to keep developing your skills and advancing your career. Employees often describe working here as rewarding, motivating, and genuinely enjoyable — a place where people are happy to contribute their best every day.

About the employer

Founded in 2001 as an international food trading company, ArdoVLM is now a recognized leader in global food supply chain integrity management.

Building on an import-export business model with strategic investments in food safety auditing, farming, and food processing, ArdoVLM's commitments to brand protection are the foundation upon which we guarantee the quality of the competitively priced foodstuffs that we bring to market.

Service, quality, and integrity day in and day out, year after year.

Only candidates who are considered for the position will be contacted.