Thomson-Gordon Group - Thordon Bearings Inc. – Why work with us?

Privately owned since its inception in 1911 and headquartered in Burlington, Ontario, Canada – Thordon Bearings is a global leader in designing, manufacturing, supplying and installing pollution-free, non-metallic bearing and seal systems.

Our 4th generation family-owned business is committed to environmental stewardship as our products eliminate oil and grease in marine, clean power, pump and industrial applications worldwide.

We are proud to have created a culture at Thomson-Gordon Group where people from all backgrounds and countries can come together to build a healthy, diverse future. Longevity and commitment to career growth are staples, as many of our employees have been with us for 20+ years.

Customer Service Manager

This role is ideal for a seasoned global customer service professional with management experience for a dynamic, export-based manufacturing company. The position is based in Burlington, Ontario at Thordon’s head office. This is not a remote or hybrid role.

Duties and Responsibilities

• Lead and manage a team of customer service representatives, providing guidance, training, and performance feedback.
• Ensure that customer inquiries and complaints are handled promptly and effectively and act as the final point of resolution when needed
• Quickly acquire robust knowledge of product, process, and customer success metrics
• Provide effective responses to distributor and end-user queries regarding quotes, products and services
• Develop and implement professional quotation models and templates based on best practices for efficient pricing/quoting
• Coordinate with IT Dept. for the successful operation of Smart-Quote online quoting solution
• Collaborate with internal teams (Sales, Marketing, Manufacturing, PMO, Global Service & Support) to resolve complex customer issues and drive continuous improvement
• Work closely with manufacturing to determine the best available promise and delivery dates for standard and rush deliveries
• Ensure that all customer accounts and related information are set up and maintained in SalesForce CRM and related databases, including, but not limited to, customer “Bill To”, “Ship To”, credit and contact information, as well as product specifications, pricing, allowances, incentives and freight terms
• Develop and implement processes to improve customer experience, efficiency, and resolution times
• Monitor customer interactions across phone, email, and live chat to ensure quality standards are met
• Communicate issues with credit problems appropriately and assist in their resolution
• Administration of Distributor commission sharing policy
• Administration of authorized Distributor contracts
• Prepare regular reports on customer service performance and key metrics
• Act as the voice of the customer within the organization, balancing customer requirements with company objectives
• Develop and implement customer service policies, procedures, and standards
• Be approved as a Designated Official (DO) for Thordon’s certification of Canada’s Controlled Goods Program
• Stay updated on industry best practices and emerging tools/technologies to enhance the support function
• International travel from time to time
• Undertake other tasks as assigned

Knowledge, Skills and Abilities Required

• Ability to speak effectively and professionally to customers and employees of the organization
• Exceptional organizational and time management skills
• Strong team management skills, with the ability to facilitate a team environment, prioritize tasks, and meet deadlines
• Excellent analytical and problem-solving skills
• Software skills– Salesforce (CRM), Microsoft Excel, Microsoft Word, Accounting Database, ERP software
• Excellent written and verbal communication skills, with the ability to lead a team and present information clearly and persuasively. Must be able to react to change productively
• Ability to read technical drawings
• Ability to work under pressure in a fast-paced environment

Supervisory Responsibility

• Management of a team of Customer Service Representatives

Minimum Qualifications

• Minimum 10 years of experience working in a B2B Customer Service environment with at least 5 years in a supervisory role
• Proven ability to manage and develop teams, with strong leadership and coaching skills
• Experience in international export markets would be a major asset
• Experience in Salesforce CRM and ERP implementation software would be an asset
• University or College degree

Working Conditions

While performing the duties of this job the employee is subject to the conditions of an office environment most of the time. The noise level in the work environment is usually low. Longer work hours may be required to meet quote deadlines.

Thordon Bearings Inc. will provide accommodations to job applicants with disabilities throughout the recruitment process. If you require accommodation, please notify us if contacted for an interview, and we will work with you to meet your needs.

Please note that due to the volume of applications, only those under consideration will be contacted for an interview. If you are interested in the position, please apply online only; we do not accept phone calls from applicants who have not been contacted.