Customer Service Manager

American Iron & Metal (AIM); Hamilton; On-site; CAD 90,000 - 120,000; Full time

Job summary

A leading metal recycling company is looking for a Customer Service Manager to join their logistics team in Hamilton, Ontario. This role involves leading the customer service team, monitoring performance, handling escalated issues, and ensuring customer satisfaction. The ideal candidate should have a bachelor’s degree, proven customer service experience, and strong communication skills. Offering a competitive salary range of $90K to $120K, this position provides opportunities for professional development in a dynamic work environment.

Benefits

Competitive wage

Vacation and benefits

RRSP matching program

AIM tuition scholarship program

Qualifications

• Proven experience in customer service, leadership or supervisory experience preferred.
• Ability to lead and motivate a team in a fast-paced environment.
• Strong communication skills, both verbal and written.

Responsibilities

• Lead, coach, and develop customer service representatives.
• Monitor team performance and provide regular feedback.
• Handle escalated customer complaints and complex service issues.

Skills

Communication skills

Problem-solving skills

Conflict resolution skills

Team motivation

Organizational skills

Time management skills

Customer-focused mindset

Emotional intelligence

Education

Bachelor’s degree in Business or Communications

Tools

CRM systems

Customer service software

Job description

Company Description

American Iron & Metal (AIM) is a family‑owned company and recognized global leader in the metal recycling industry with more than 125 sites and 4000 employees worldwide. We have continued to prosper for the last eight decades thanks to the dedication of our employees and the ongoing trust and support of our customers.

Become part of team AIM, a growing team with an entrepreneurial spirit who has over the years evolved into a successful and multifaceted company with business divisions that include metal recycling, decommissioning and demolition, auto‑parts sales and recycling, manufacturing of solder assemblies, construction waste recycling, and production of customized industrial and mining products.

We take pride in doing good things for the environment to help create a greener, more sustainable future for all.

It’s simple; we do it right. We AIM for excellence.

Job Description

American Iron & Metal (AIM) is looking to add a Customer Service Manager to join our growing logistics team. As an AIM CSM, you will lead the customer service team to deliver exceptional customer experiences. This role is responsible for overseeing daily operations, improving service processes, resolving escalated issues, and ensuring customer satisfaction aligns with company standards and goals. The scope of work consists of 1500 customers, 24 operations and over 100 drivers.

What you’re responsible for:

• Lead, coach, and develop customer service representatives
• Monitor team performance and provide regular feedback and training
• Handle escalated customer complaints and complex service issues
• Develop and implement customer service policies and procedures
• Track and analyze customer service metrics (CSAT, response time, resolution rate, etc.)
• Collaborate with other departments to improve customer experience
• Ensure consistent, high‑quality service across all customer touchpoints
• Prepare reports on team performance and customer trends
• Manage scheduling, staffing levels, and workflow optimization

Qualifications

To join our team:

• You have a bachelor’s degree in Business, Communications, or a related field (or equivalent experience)
• You have proven experience in customer service, with leadership or supervisory experience preferred
• You have strong communication, problem‑solving, and conflict‑resolution skills
• You have the ability to lead and motivate a team in a fast‑paced environment
• You are proficient with CRM systems and customer service software
• You have strong organizational and time‑management skills
• You have leadership and people management skills, with emotional intelligence and patience.
• You have a customer‑focused mindset.
• You have the ability to make data‑driven decisions and improve processes.
• You have excellent verbal and written communication skills.

Additional Information

What we offer!

• A competitive wage, vacation, benefits and a RRSP matching program
• Annual AIM tuition scholarship program up to $8,500 per eligible dependent
• The tools and support needed to be successful in your career and professional development
• A dynamic & rewarding work environment that is also a lot of fun!

This role offers a competitive compensation package with an annual salary range of $90K-$120K.