Customer Service Manager

NAPA Canada; Cambridge; On-site; CAD 70,000 - 88,000; Full time

Benefits offered by this job

Benefits package

Training and development opportunities

Corporate discounts

Job summary

NAPA Auto Parts Canada seeks a Customer Service Manager to lead daily customer service operations and promote service excellence across pricing, delivery, and order status inquiries.

You will supervise a team, escalate complex issues, and collaborate with warehouse and HR teams to optimize staffing, training, and performance. A strong customer focus and tech fluency are essential.

Qualifications

• Minimum 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.

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

Customer service leadership

Team management

Communication

Analytical skills

Time management

Tools

Microsoft Office

ERP systems

SQL

Web-based tools

Job description

Your route

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.

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.

Under the hood

To Join Our Team, You Need, Among Other Things

• 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.

About The Division

The Auto Parts Division is mainly involved in the sale, distribution and marketing of replacement parts and supplies for cars and light trucks. We have the largest Canadian distribution network of vehicle replacement parts. Our banners in this division include household name NAPA Auto Parts, as well as Altrom-Autocamping, specialized in parts for imported vehicles, and CMAX, specialized in paint and body supplies. With so many different roles available in our divisions, everyone can find the perfect fit for their skillset and aspirations. Just pick the one that suits you best!