Customer Service Manager

Key Food Equipment Services LTD.; Burnaby; On-site; CAD 70,000 - 75,000; Full time

Benefits offered by this job

Benefits & retirement plan

Training & development

40 years of industry experience

Collaborative team environment

Corporate discounts

Job summary

Key Equipment Services is seeking a Customer Service Manager to lead and develop a high-performing team, elevating our customer experience. You will coach staff, drive service excellence, and own escalations to deliver outstanding results.

You are a natural leader with strong communication and relationship-building abilities, capable of turning complex issues into positive outcomes in a fast-paced environment. Occasional travel may be required.

Qualifications

• 4 to 5 years of management experience preferably in the hospitality industry.
• Leadership experience in customer service, service operations, or a related environment.
• Proven ability to coach, motivate, and develop people.
• Exceptional communication and relationship-building skills.
• Strong problem-solving and decision-making abilities.
• A customer-first mindset with a passion for service excellence.
• Excellent organization and the ability to manage competing priorities.
• Occasional travel may be required.

Responsibilities

• Deliver an exceptional customer experience by building a customer-first culture across the team.
• Lead & develop a high-performing team by coaching, mentoring, and motivating our customer service team members.
• Drive service excellence ensuring customer service processes are efficient, consistent, and effective.
• Own customer issues and escalations, taking ownership of complex customer concerns and escalations.
• Achieve team and business results by monitoring key customer service metrics and performance targets.

Skills

Team leadership

Customer advocacy

coaching & development

Communication skills

Problem solving

Decision making

Job description

Customer Service Manager

Key Equipment Services | $70,000 - $75,000 annually

Lead a Team that Makes Great Service Happen

Build your career with Key Equipment Services-join a winning team, make a difference every day, and grow with a company that values your skills and success.

Key Equipment Services, a division of Heritage Food Service Group of Canada, is Western Canada's largest food service equipment service provider. With 40 years of experience, factory-trained technicians, OEM parts, and a strong support team, we help commercial kitchens stay up and running.

The Opportunity

We're looking for an energetic, people-focused Customer Service Manager to lead our customer service team and help take our customer experience to the next level. If you thrive on building strong teams, solving problems, improving processes, and turning customers into loyal customers, we want to hear from you!

What You'll Accomplish

• Deliver an exceptional customer experience by building a customer-first culture across the team.
• Lead & develop a high-performing team by coaching, mentoring, and motivating our customer service team members.
• Drive service excellence ensuring customer service processes are efficient, consistent, and effective.
• Own customer issues and escalations, taking ownership of complex customer concerns and escalations.
• Achieve team and business results by monitoring key customer service metrics and performance targets.

What You Bring

You are a natural leader and customer advocate who knows how to bring people together and get results. You're confident making decisions, comfortable having difficult conversations, and energized by solving problems.

• 4 to 5 years of management experience preferably in the hospitality industry.
• Leadership experience in customer service, service operations, or a related environment.
• A proven ability to coach, motivate, and develop people.
• Exceptional communication and relationship-building skills.
• Strong problem-solving and decision-making abilities.
• A customer-first mindset with a passion for service excellence.
• Excellent organization and the ability to manage competing priorities.
• Occasional travel may be required.

Why Join Key Equipment Services?

• Comprehensive benefits and retirement savings program including extended health, dental, an Employee Assistance Program and long-term disability coverage
• Training and development opportunities
• Stable, growing Canadian organization with 40 years of industry experience
• Collaborative, fast-paced team environment
• Corporate discounts offered

We do not use AI or automated systems to conduct interviews or make hiring decisions - all steps in our recruitment process involve real members of our HR and hiring teams. If your application is considered for further review, you will receive an email from one of our HR team to arrange a telephone interview.

Key Equipment Services is an equal opportunity employer committed to diversity, inclusion, safety, integrity, teamwork, and service excellence. We support our communities and are proud to be part of a Canadian industry leader in commercial kitchen equipment service. Due to the high volume of interest, we regret that we are unable to respond to all applications. Candidates must be at least 18 years of age and legally eligible to live and work in Canada