Customer Service Manager

UAP inc.; Cambridge; On-site; CAD 70,000 - 88,000; Full time

Benefits offered by this job

Benefits program

Corporate discounts

Training and development opportunities

Job summary

UAP inc. in Canada seeks a Customer Service Manager to oversee daily CS operations and drive service excellence. You will work with internal teams and customers to promote open communication, improve protocols, and meet performance targets.

Responsibilities include leading pricing and order inquiries support, providing first-level tech support to agents, and coordinating with warehouse and HR to staff and develop the CS team. A strong customer-service mindset is essential.

Qualifications

• Minimum of five years of customer service or call centre experience.
• Previous team leadership or supervisory experience.
• Strong commitment to exceptional customer service.
• Knowledge of the automotive industry is considered an asset.

Responsibilities

• Lead daily customer service operations, ensuring professional, timely support for inquiries related to pricing, delivery dates, order status, and accessories.
• Provide first-level technical support to customer service agents and assist with calls during peak periods.
• Oversee the customer service inbox, resolve complaints and complex files, and collaborate with management on projects and service improvements.
• Communicate daily with the warehouse team to identify and follow up on potential shipping issues, ensuring timely resolution and accurate order fulfillment.
• Partner with Human Resources to plan staffing, recruit, onboard, train, and develop the customer service team.
• Manage team scheduling, timesheets, absences, performance, and disciplinary matters while ensuring service, workload, budget, and performance objectives are met.

Skills

Leadership

Communication

Analytical skills

Time management

Stress management

Tools

Microsoft Office

ERP systems

SQL

Web-based tools

Job description

The Customer Service Manager oversees customer service operations and supports the continuous improvement of protocols, standards, and team performance. This role works closely with internal teams and external customers to promote service excellence, a positive culture, and open, transparent communication.

Salary Range:

$70,100 – $87,600 annually, commensurate with experience and qualifications.

We offer a competitive compensation package that includes a comprehensive benefits program, access to corporate discounts, and ongoing training and development opportunities to support your professional growth throughout your career.

In this key leadership role, you will be responsible for overseeing customer service operations and supporting the team in delivering a consistently high level of service while achieving key operational, performance, and customer satisfaction objectives.

Your responsibilities include:

• Lead daily customer service operations, ensuring professional, timely support for inquiries related to pricing, delivery dates, order status, and accessories.
• Provide first-level technical support to customer service agents and assist with calls during peak periods.
• Oversee the customer service inbox, resolve complaints and complex files, and collaborate with management on projects and service improvements.
• Communicate daily with the warehouse team to identify and follow up on potential shipping issues, ensuring timely resolution and accurate order fulfillment.
• Partner with Human Resources to plan staffing, recruit, onboard, train, and develop the customer service team.
• Manage team scheduling, timesheets, absences, performance, and disciplinary matters while ensuring service, workload, budget, and performance objectives are met.

Qualifications

• Minimum of five years of customer service or call centre experience.
• Previous team leadership or supervisory experience.
• Strong commitment to exceptional customer service.
• Comfortable using technology, including Microsoft Office, ERP systems, SQL, and web-based tools.
• Strong stress-management, time-management, communication, and analytical skills.
• Recognized as a positive, collaborative, and engaged leader.
• Knowledge of the automotive industry is considered an asset.

Additional Information

UAP is a diverse community that promotes inclusion and respect. The sum of our individual differences, experiences, knowledge, self-expression, unique capabilities and talents represents the richness of our culture. UAP is committed to employment equity and encourages applications from women, visible minorities and people with disabilities. By valuing a diverse workforce, we ensure that our hiring practices are fair and equitable.