Customer Experience & Quality Leader

Merrithew; Toronto; On-site; CAD 75,000 - 100,000; Full time

Job summary

Merrithew in Toronto, Canada, is seeking a Customer Quality and Service Supervisor to lead the day-to-day customer service function and partner with Quality, Operations, Engineering, Product Development, and Supply Chain to resolve product concerns.

The role focuses on coaching teams, handling escalations, and driving root-cause investigations to improve the customer experience and product quality. This position supports a B2C environment in a dynamic, manufacturing-oriented setting.

Qualifications

• 5–7 years in Quality Engineering, Customer Quality, or related roles.
• 3+ years in B2C Customer Service.
• Experience investigating customer complaints and conducting root-cause analysis.
• Experience working cross-functionally with Operations, Quality, Engineering, Logistics, or Supply Chain.

Responsibilities

• Supervise, coach, and support Customer Service Coordinators in inquiries, complaints, warranty requests, and product concerns.
• Manage workload, priorities, escalations, and response times to ensure a positive customer experience.
• Establish standards for communication, follow-up, documentation, and issue resolution.
• Collaborate with Sales, Logistics, Quality, and other departments to resolve issues efficiently.
• Lead investigations on product issues, implement CAPAs, and drive process improvements.
• Monitor customer service KPIs and drive improvements in satisfaction and efficiency.

Skills

Customer service leadership

Team management

Root cause analysis

Problem solving

Communication

Cross-functional collaboration

Education

Bachelor's degree in Engineering/Quality/Manufacturing/Business

Tools

CRM

ERP

Quality Management Systems

Job description

Merrithew in Toronto, Canada, is seeking a Customer Quality and Service Supervisor to lead the day-to-day customer service function and partner with Quality, Operations, Engineering, Product Development, and Supply Chain to resolve product concerns.

The role focuses on coaching teams, handling escalations, and driving root-cause investigations to improve the customer experience and product quality. This position supports a B2C environment in a dynamic, manufacturing-oriented setting.