Job Overview

Customer service goes far beyond a simple function — it is a strategic commitment aimed at transforming every interaction into a memorable, positive, and lasting customer experience. Our client, located in Pointe-Claire, is seeking a Regional Customer Service Manager who can effectively lead and support service teams while ensuring a high level of customer satisfaction. This role also involves ensuring strict compliance with internal procedures, promoting continuous improvement initiatives, and upholding the standards of excellence that define the company.

Main Responsibilities

• Restructure the customer service department in Quebec and Ontario.
• Supervise Customer Service Representatives (CSRs) based in Toronto and Quebec.
• Manage customer service operations across multiple plants.
• Support and motivate CSRs to improve order processing speed and quality.
• Become an expert in system processes, ensure proper documentation, and train teams.
• Reorganize the centralized email inbox to improve efficiency.
• Continuously assess and improve CSR practices.
• Handle and resolve escalated issues, including dissatisfied customers, order entry errors, and pricing or delivery disputes.
• Actively participate in the implementation and ongoing improvement of the Zoho Desk system.
• Ensure smooth and consistent communication with internal teams and clients to foster collaboration and satisfaction.
• Perform any other related duties required for the efficient operation of the department.

Advantages

• Group insurance after 3 months.
• Group RRSP with employer matching contributions (up to 3%).
• Employer-paid business trips to Mexico, the United States, or within Canada.
• Annual performance bonus.
• Three weeks of vacation starting on the first day.
• Two sick days and floating days.
• Free parking.

Job Requirements

• Minimum of 5 years of experience in customer service, including a management role.
• Excellent oral and written communication skills in both French and English.
• Daily use of English approximately 50% of the time for communications with U.S.-based clients.
• Willingness and flexibility to travel approximately 4 times per year to strengthen collaboration with the Ontario team.
• Proficiency with Microsoft Office Suite.
• Experience in direct customer contact.

Desired Profile

• Strong problem-solving and conflict resolution skills.
• Patience and professionalism in challenging situations.
• Ability to manage multiple tasks simultaneously in a fast-paced, team-oriented environment.
• Excellent interpersonal communication skills to foster constructive dialogue with clients and colleagues.
• Strong analytical mindset to anticipate client needs and offer tailored solutions.