Customer Engagement & Service Manager

TalentSphere; Toronto; On-site; CAD 105,000 - 145,000; Full time

Job summary

A leading manufacturing firm in Toronto is looking for a Customer Experience & Service Manager to oversee the customer order process, ensure timely delivery, and manage a small team. The ideal candidate has 8-10 years of experience in a technical environment and possesses excellent problem-solving and communication skills. This position offers a competitive salary of $105,000-145,000, plus bonuses and benefits.

Qualifications

• 8-10 years of related experience in a technical/engineering environment.
• 3-5 years of experience managing small teams.
• Strong computer skills and proficiency with Microsoft Office.

Responsibilities

• Oversees customer order process from processing to delivery.
• Monitors order progress and resolves fulfillment issues.
• Coordinates with multiple departments to ensure accuracy in order management.
• Manages customer inquiries related to orders and services.
• Tracks and reports on service KPIs.

Skills

Problem-solving

Conflict resolution

Interpersonal skills

Communication skills

Attention to detail

Team collaboration

Technical support

Education

Bachelor's degree or diploma in Mechanical, Electrical engineering or a related field

Tools

Microsoft Office suite

ERP systems

Quality Management systems

Job description

Job Description

Customer Experience & Service Manager

Toronto, On

Manufacturing

Competitive Salary $105,000-145,000, plus Bonus and Benefits

The Role :

• Oversees the customer order process, including order processing and confirming sales orders, coordinating shipments, and ensuring timely delivery.
• Oversees and ensures the accuracy of order details in the ERP system (quantities, prices, and delivery dates).
• Monitors order progress and proactively resolves any fulfillment or documentation issues to ensure timely delivery of shipments and customer satisfaction.
• Coordinates with Operations, Logistics, and Finance to ensure accurate billing and documentation.
• Collaborates with Warehouse and Logistics teams to facilitate timely picking, packing, shipping, and delivery of orders.
• Oversees and manages customer inquiries related to order status, product availability, and delivery schedules
• Collaborates with the planning area to ensure optimal stock levels and prevent stockouts or overstock situations.
• Provides proactive support to Sales, Marketing, and Field Operations by addressing order-related queries and providing timely information.
• Ensures compliance with all relevant regulations and industry standards in the order management process.
• Manages the company's Return Authorization process, including receiving, tracking, evaluating, and closing cases related to returns, order modifications, cancellations, and exchanges.
• Supervises and schedules service technicians, ensuring they have the tools, resources, and training to meet service commitments.
• Maintains service documentation, repair logs, and service-level metrics.
• Tracks and reports on service KPIs (turnaround time, repair quality, customer satisfaction).
• Manages organization of service calls, troubleshooting, diagnoses, and repairs.
• Manages scheduled preventative maintenance services according to Standard Operating Procedures.
• Drives safety culture for technicians ensuring the safe and correct use of equipment and tools.
• Oversees contract management of 3rd party service providers including validation, qualification, negotiation, and management.
• Supports distributor on-boarding and technical product support.
• Serves as the primary escalation point for customer service and technical issues, ensuring timely resolution.
• Interfaces with internal Subject Matter Experts (engineering, product development, quality assurance) to troubleshoot and resolve complex product issues.
• Provides technical support guidance to customers and coordinate with service teams to address on-site or remote service needs.
• Acts as the primary liaison for customer inquiries related to orders, repairs, and ongoing product performance.
• Builds and maintains strong relationships with customers, encouraging long-term loyalty and repeat business.
• Identifies and implements process improvements in service delivery, order management, and customer communications.
• Partners with product and operations teams to relay customer feedback and drive product / service enhancements.
• Develops, tracks, and analyzes KPIs related to order processing, service performance, and customer feedback to drive operational excellence and continuous improvement.
• Manages and develops direct reports.
• Considers quality in all aspects of the job and respects procedures and norms.

The Ideal Candidate :

• Bachelor's degree or diploma in Mechanical, Electrical engineering or a related field.
• 8-10 years of related experience within a technical / engineering environment dedicated to manufacturing devices with intricate electronic and mechanical interfaces.
• 3-5 years of experience managing small teams.
• Experience in working collaboratively within a broader team (e.g., sales, engineering, marketing).
• Demonstrated success in building consensus with technical leaders.
• Strong problem-solving and conflict resolution skills.
• Excellent interpersonal and communication skills (verbal and written).
• Superior attention to detail.
• Strong computer skills and proficiency with Microsoft Office suite products (Word, Excel, PowerPoint).
• Knowledge of ERP and Quality Management systems.

JOBID#16815160