Customer Care Manager: Team Leader for Service Excellence

Raymond West; Canada; On-site; CAD 67,000 - 150,000; Full time

Job summary

Raymond West is seeking a dedicated leader to elevate our customer experience by guiding a team of Customer Care Managers (CCMs). This role entails collaboration with District Service Managers and Sales Account Managers to proactively address customer needs and ensure high-quality service across all products and services.

Responsibilities include recruiting, training, and mentoring CCMs, conducting performance reviews, and managing a commission-based compensation framework.

Qualifications

• 3–5 years in customer service or client-facing roles.
• 1–3 years in supervisory/managerial position.
• Experience with CRM and service metrics reports is a plus.

Responsibilities

• Lead and develop a team of Customer Care Managers.
• Recruit, train, and mentor CCMs.
• Monitor and report on service performance and customer metrics.
• Collaborate with District Service Managers and Sales Account Managers to address customer needs.
• Oversee resolution of customer complaints and drive service excellence.
• Contribute to budgets and provide leadership input to senior leadership.

Skills

Leadership

Communication

Time management

CRM experience

Data analysis

Problem solving

Mentoring

Vendor relations

Tools

CRM software

Service metrics reports

Job description

Raymond West is seeking a dedicated leader to elevate our customer experience by guiding a team of Customer Care Managers (CCMs). This role entails collaboration with District Service Managers and Sales Account Managers to proactively address customer needs and ensure high-quality service across all products and services.

Responsibilities include recruiting, training, and mentoring CCMs, conducting performance reviews, and managing a commission-based compensation framework.