Customer Service Manager
Role Overview
The Customer Service Manager is responsible for leading a high-performing Customer Service Team that delivers exceptional customer experiences while supporting company growth objectives.
This role is accountable for employee development, service excellence, operational performance, and continuous improvement initiatives across the order-to-cash process.
Working closely with Sales, Supply Chain, Operations, Quality, Finance, and Logistics, the Customer Service Manager uses data-driven decision making to improve customer satisfaction, optimize processes, enhance team effectiveness, and drive business results.
The position is responsible for fostering a culture of accountability, collaboration, continuous improvement, and customer focus.
This position reports to the Vice President, Product Supply & Contingency Planning.
Key Skills for This Role
Full Job Posting
MINIMUM QUALIFICATIONS
- Technical Knowledge/Experience
- Minimum 5 years of customer service experience, including at least 3 years in a leadership or management role.
- Demonstrated success leading and developing high-performing customer service teams.
- Experience establishing, monitoring, and improving customer service KPIs and performance metrics.
- Experience driving process improvement and operational excellence initiatives.
- Experience working within ERP and CRM systems.
- Strong analytical capabilities with experience using data to identify trends and drive business decisions.
- Advanced Microsoft Excel skills with ability to analyze data and create meaningful business reports.
- Strong knowledge of Microsoft Office applications including Excel, Word, PowerPoint, and Teams.
- Experience supporting customer service functions within a manufacturing, medical device, distribution, or regulated environment is considered an asset.
- Excellent written and verbal communication skills.
- Proven ability to effectively collaborate across Sales, Operations, Supply Chain, Quality, Finance, and other functional areas.
- Behavioral
- Demonstrated ability to consistently apply the following competencies:
- Leadership & Talent Development: Build high-performing teams through coaching, mentoring, accountability, and employee development.
- Customer Focus: Understand customer needs and proactively deliver solutions that create positive customer experiences and long-term relationships.
- Continuous Improvement: Challenge existing processes, identify improvement opportunities, and implement sustainable solutions that enhance business performance.
- Accountability: Take ownership of results and hold self and others accountable for commitments and performance expectations.
- Decision Making: Utilize sound judgement, data, and business insight to make timely and effective decisions.
- Problem Solving: Anticipate, analyze, diagnose, and resolve complex business and customer issues.
- Collaboration & Teamwork: Work effectively across departments to achieve shared organizational goals.
- Note: Please note this is a 14-months contract role.
- Salary: CAD $60,000 to $65,000 annually
- The position is based in Richmond Hill
- Note: We use AI-enabled tools to support certain aspects of our recruitment process.
About Prollenium
Private Canadian medical aesthetics manufacturer and distributor serving practitioners and patients with hyaluronic acid dermal fillers.
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