Customer Service Manager

DMC Recruitment Group; Mississauga; On-site; CAD 110,000 - 120,000; Full time

Job summary

DMC Recruitment Group is seeking a Customer Service Manager in Mississauga, ON to lead a national CS team and elevate the customer experience. The role reports to the leadership team and collaborates with Sales, Operations, Finance, and IT to drive operational excellence.

Offering a base salary of 110K–120K CAD plus performance-based bonus, this position requires a hands-on leader with strong process improvement and customer-centric focus in a fast-paced industrial distribution environment.

Qualifications

• 10+ years of customer service, operations, or related leadership roles in distribution or industrial supply.
• 5+ years of leadership experience managing customer service or operations teams.
• Proven ability to motivate and measure team performance against KPIs.
• Strong business acumen with pricing, margins, profitability, and customer management understanding.

Responsibilities

• Lead and develop a high-performing national customer service team (~10 members across Canada).
• Recruit, coach, and conduct performance reviews to maximize engagement and results.
• Establish KPIs and accountability for order entry, quoting, response times, and service levels.
• Collaborate with Sales, Operations, Finance, and Supply Chain to improve processes and drive profitability.

Skills

Team leadership

Customer service

ERP/CRM systems

Pricing/margins

Communication

Problem solving

Excel/Office

Tools

ERP systems

CRM software

Order management systems

Job description

Mississauga, ON

110K - 120K base salary + performance based bonus incentive

Lead the Team. Elevate the Customer Experience. Drive Operational Excellence.

• Customer Service Manager
• Industrial Distribution
• Greater Toronto Area

Customer Service Manager

Mississauga, ON

110K - 120K base salary + performance based bonus incentive

Lead the Team. Elevate the Customer Experience. Drive Operational Excellence.

Our client is a well-established leader in the industrial supply and MRO distribution sector, serving customers across Canada with a reputation built on responsiveness, expertise, and reliability. As the organization continues to grow, we are seeking an experienced Customer Service Manager to lead a national customer support team and play a key role in shaping the overall customer experience.

This is more than a traditional customer service leadership position. As a member of the leadership team, you will partner closely with Sales, Operations, Finance, and Supply Chain to improve processes, drive efficiencies, support profitability, and ensure customers receive best-in-class service at every stage of the order lifecycle.

If you're a hands-on leader who thrives in a fast-paced distribution environment and enjoys building high-performing teams, this could be the opportunity you've been looking for.

What You'll Be Responsible For

• Lead and Develop a High-Performing Team
• Lead a national customer service team of approximately 10 team members located across Canada.
• Recruit, coach, mentor, and develop team members to maximize performance and engagement.
• Conduct regular performance reviews, coaching sessions, and team meetings.
• Establish clear KPIs and accountability measures related to order entry, quoting, response times, customer interactions, and overall service levels.

Own the Customer Experience-

• Champion a customer-first culture across the organization.
• Continuously evaluate and improve the customer journey from quote to delivery and beyond.
• Manage escalated customer concerns and critical account issues with professionalism and urgency.
• Ensure service standards are consistently met while identifying opportunities for improvement.

Drive Process Improvement and Operational Excellence-

• Analyze workflows and implement process improvements that increase efficiency, accuracy, and customer satisfaction.
• Leverage CRM, ERP, and reporting tools to measure team performance and identify opportunities for optimization.
• Review daily pricing changes, margin holds, customer inquiries, and service metrics to support business objectives.
• Coordinate customer rebate programs, contract pricing, and claim-back initiatives with internal stakeholders.

Collaborate Across the Business-

• Partner with Sales, Operations, Supply Chain, Finance, and IT teams to improve service delivery and fulfillment performance.
• Support large quotations and strategic customer opportunities alongside the sales team.
• Monitor open orders and backorders, ensuring proactive communication and resolution.
• Contribute to company-wide initiatives focused on growth, profitability, and customer retention.

What We're Looking For:

• 10+ years of customer service, customer operations, inside sales, or account support experience within distribution, wholesale, manufacturing, logistics, industrial supply, MRO, or a related industry.
• 5+ years of leadership experience managing customer service, inside sales, or operational support teams.
• Proven ability to motivate, develop, and hold teams accountable to performance goals.
• Strong business acumen with an understanding of pricing, margins, profitability, and customer management.
• Experience working with ERP, CRM, order management, and inventory systems.
• Excellent communication, conflict resolution, and problem-solving skills.
• Ability to manage multiple priorities in a fast-paced environment.
• Strong attention to detail and commitment to operational accuracy.
• Proficiency with Microsoft Office, particularly Excel and Outlook.
• Bilingual English/French is considered a strong asset.

Why This Opportunity?

• Join a respected and growing leader in the industrial distribution and MRO space.
• Be part of the leadership team and influence company-wide initiatives.
• Lead a national team with the opportunity to make a measurable impact.
• Work in a collaborative environment where customer experience and operational excellence are highly valued.
• Competitive compensation package and long-term career growth opportunities.