Customer Service Manager
About the role
Position Summary
The Customer Service Manager is responsible for leading and supporting all customer service operations to ensure exceptional customer satisfaction and efficient order management. This role provides leadership to the customer service team, manages customer relationships, resolves escalated issues, coordinates with internal departments, and drives continuous improvement initiatives that support the company's operational and business objectives.
Please note: This is a hands-on leadership role. The successful candidate must be able to perform all customer service functions in addition to coaching, mentoring, and auditing team performance effectively. The Customer Service Manager is also expected to provide operational coverage during employee absences to ensure continuity of service.
Key Responsibilities
Leadership & Team Management Lead, supervise, train, mentor, and develop customer service representatives to ensure high levels of performance and engagement. Provide effective leadership and guidance to foster a customer-focused culture and promote continuous improvement. Monitor team performance and ensure service level standards are consistently achieved. Conduct coaching, performance reviews, and ongoing employee development activities.
Customer Service Operations
Oversee all daily customer service activities, including customer inquiries, order processing, order entry, invoicing, and follow-up communications. Ensure timely and accurate processing of customer orders and related documentation. Monitor customer service metrics and implement corrective actions as needed to improve performance. Ensure customer service practices align with established company policies, procedures, and quality standards.
Customer Relations & Issue Resolution
Manage complex or escalated customer complaints, shipment discrepancies, delivery issues, product quality concerns, and service-related matters. Ensure all customer concerns are handled professionally, effectively, and in a timely manner. Maintain proactive communication with customers regarding order status, delays, and issue resolution. Approve discounts, rebates, credit notes, and other customer accommodations within established authority levels.
Logistics & Cross-Functional Collaboration
Collaborate effectively with Sales, Operations, Warehouse, Finance, and other departments to ensure seamless customer support and service delivery. Support business objectives through strong interdepartmental communication and cooperation.
Process Improvement & Reporting
Identify, recommend, and implement process improvements to enhance efficiency, accuracy, and customer satisfaction. Lead customer service continuous improvement initiatives and special projects. Ensure customer service procedures are maintained, updated, and aligned with company goals and objectives. Design, administer, and analyze customer satisfaction surveys and maintain accurate records of results and trends. Prepare departmental budgets and assist with forecasting and resource planning. Document and appropriately escalate quality, safety, compliance, or operational concerns.
Administration
Maintain confidentiality of sensitive company, customer, and employee information. Assist with administrative functions, including scheduling, reporting, record maintenance, and data management. Perform other related duties and special projects as assigned.
Education & Experience
College diploma or university degree in Business Administration, Finance, Accounting, or a related field; equivalent experience may be considered. Minimum 5 years of customer service experience, including experience leading a customer service, order desk, inside sales, or customer support team. Minimum 2 years of supervisory or management experience. Experience working in a distribution, manufacturing, logistics, wholesale, or related environment is considered an asset.
Qualifications & Skills
Strong leadership and team management skills with the ability to motivate, coach, and develop employees. Excellent verbal and written communication skills with a commitment to service excellence. Strong conflict resolution, customer relations, and problem-solving abilities. Excellent organizational and time-management skills with the ability to manage multiple priorities and deadlines. High level of accuracy and attention to detail, particularly in order processing and customer documentation. Strong analytical and decision-making skills. Ability to work independently and collaboratively within a team environment. Proficiency in Microsoft Office Suite, including Excel, Word, and PowerPoint. Ability to work effectively in a fast-paced environment with changing priorities. Highly motivated, adaptable, and results oriented. Bilingual (English and Spanish) is considered an asset.
Target Salary Range is $70,000-$80,000 Annually
Not the right fit? Search for Customer Service Manager jobs in Brampton, Ontario, Canada
About Sonora Foods Ltd.
THE BEST AND NOTHING LESS. We’re passionate about making the best tortillas. The best and nothing less. That’s what makes Sonora, Canada’s premium tortillas. And it’s a big part of why we’ve been growing steadily and successfully for over 25 years.
WHAT IT TAKES. Our state-of-the-art bakery is a big part of our commitment to continued excellence. We marry that with careful, managed growth that’s structured to make sure every promise we make is one we can keep.
GREAT PEOPLE IN A GREAT ENVIRONMENT. People development, employee benefits…all areas of key importance at Sonora. Because the goal is simple, give people a positive environment that helps them succeed.
Similar Jobs
Customer Service Manager
About the role
Position Summary
The Customer Service Manager is responsible for leading and supporting all customer service operations to ensure exceptional customer satisfaction and efficient order management. This role provides leadership to the customer service team, manages customer relationships, resolves escalated issues, coordinates with internal departments, and drives continuous improvement initiatives that support the company's operational and business objectives.
Please note: This is a hands-on leadership role. The successful candidate must be able to perform all customer service functions in addition to coaching, mentoring, and auditing team performance effectively. The Customer Service Manager is also expected to provide operational coverage during employee absences to ensure continuity of service.
Key Responsibilities
Leadership & Team Management Lead, supervise, train, mentor, and develop customer service representatives to ensure high levels of performance and engagement. Provide effective leadership and guidance to foster a customer-focused culture and promote continuous improvement. Monitor team performance and ensure service level standards are consistently achieved. Conduct coaching, performance reviews, and ongoing employee development activities.
Customer Service Operations
Oversee all daily customer service activities, including customer inquiries, order processing, order entry, invoicing, and follow-up communications. Ensure timely and accurate processing of customer orders and related documentation. Monitor customer service metrics and implement corrective actions as needed to improve performance. Ensure customer service practices align with established company policies, procedures, and quality standards.
Customer Relations & Issue Resolution
Manage complex or escalated customer complaints, shipment discrepancies, delivery issues, product quality concerns, and service-related matters. Ensure all customer concerns are handled professionally, effectively, and in a timely manner. Maintain proactive communication with customers regarding order status, delays, and issue resolution. Approve discounts, rebates, credit notes, and other customer accommodations within established authority levels.
Logistics & Cross-Functional Collaboration
Collaborate effectively with Sales, Operations, Warehouse, Finance, and other departments to ensure seamless customer support and service delivery. Support business objectives through strong interdepartmental communication and cooperation.
Process Improvement & Reporting
Identify, recommend, and implement process improvements to enhance efficiency, accuracy, and customer satisfaction. Lead customer service continuous improvement initiatives and special projects. Ensure customer service procedures are maintained, updated, and aligned with company goals and objectives. Design, administer, and analyze customer satisfaction surveys and maintain accurate records of results and trends. Prepare departmental budgets and assist with forecasting and resource planning. Document and appropriately escalate quality, safety, compliance, or operational concerns.
Administration
Maintain confidentiality of sensitive company, customer, and employee information. Assist with administrative functions, including scheduling, reporting, record maintenance, and data management. Perform other related duties and special projects as assigned.
Education & Experience
College diploma or university degree in Business Administration, Finance, Accounting, or a related field; equivalent experience may be considered. Minimum 5 years of customer service experience, including experience leading a customer service, order desk, inside sales, or customer support team. Minimum 2 years of supervisory or management experience. Experience working in a distribution, manufacturing, logistics, wholesale, or related environment is considered an asset.
Qualifications & Skills
Strong leadership and team management skills with the ability to motivate, coach, and develop employees. Excellent verbal and written communication skills with a commitment to service excellence. Strong conflict resolution, customer relations, and problem-solving abilities. Excellent organizational and time-management skills with the ability to manage multiple priorities and deadlines. High level of accuracy and attention to detail, particularly in order processing and customer documentation. Strong analytical and decision-making skills. Ability to work independently and collaboratively within a team environment. Proficiency in Microsoft Office Suite, including Excel, Word, and PowerPoint. Ability to work effectively in a fast-paced environment with changing priorities. Highly motivated, adaptable, and results oriented. Bilingual (English and Spanish) is considered an asset.
Target Salary Range is $70,000-$80,000 Annually
Not the right fit? Search for Customer Service Manager jobs in Brampton, Ontario, Canada
About Sonora Foods Ltd.
THE BEST AND NOTHING LESS. We’re passionate about making the best tortillas. The best and nothing less. That’s what makes Sonora, Canada’s premium tortillas. And it’s a big part of why we’ve been growing steadily and successfully for over 25 years.
WHAT IT TAKES. Our state-of-the-art bakery is a big part of our commitment to continued excellence. We marry that with careful, managed growth that’s structured to make sure every promise we make is one we can keep.
GREAT PEOPLE IN A GREAT ENVIRONMENT. People development, employee benefits…all areas of key importance at Sonora. Because the goal is simple, give people a positive environment that helps them succeed.