Customer Service Manager

Ventex Inc; Ontario; On-site; CAD 60,000 - 80,000; Full time

Job summary

A leading manufacturing company in Ontario is seeking a proactive Customer Service Manager to oversee customer service operations while driving continuous improvement initiatives. This role entails managing a team and ensuring exceptional service delivery, requiring strong leadership and problem-solving skills. The ideal candidate will be experienced in the mechanical industry and bilingual in English and French.

Benefits

Competitive benefits after 90 days

RSP with company contributions

Monthly production bonuses

Annual wage increases

Annual allowances for safety gear

Company social events

Qualifications

• 3–5 years of experience in customer service, with 2 years in a supervisory role.
• Experience in mechanical or manufacturing industry is a strong asset.
• Proficiency in Microsoft Office Suite and ERP systems.

Responsibilities

• Lead and support the Customer Service team to meet performance targets.
• Manage order processing, quotations, invoicing, and inquiries.
• Resolve escalated customer issues and monitor CSI processes.

Skills

Customer relationship management

Problem-solving

Team leadership

Bilingual (English and French)

Organizational

Education

High school diploma or GED

Post-secondary education in business or operations

Tools

Microsoft Office Suite

ERP systems

Job description

Celebrating 40 Years 1984-2024. Built On Service. Built-In Quality.

Ventex Inc., proudly family-owned and operated since 1984, has become Canada's premier louver and damper manufacturer. We operate on our simple philosophy of providing exceptional customer service while supplying top-quality products at a reasonable price. We offer a complete line of extruded aluminum and formed steel louvers, as well as custom architectural louvers. Many are licensed to bear the AMCA seal for both water penetration and air performance. Our Alumavent control dampers feature a premium aluminum insulated damper utilizing a true thermally broken blade. We also offer an extruded aluminum, airfoil blade control damper. Our triple-v blade steel control dampers are specially engineered so that the single-piece frame locks together without bolts, screws, and rivets that can vibrate loose. Our fire dampers are available for both dynamic and static applications with 1-1/2 or 3 Hour ratings, as we continue to expand our range through extensive testing at Underwriters' Laboratories.

Every product is manufactured to exact specifications, executing strict quality control procedures from start to finish

We are looking for motivated individuals who have hands on manufacturing experience working with tools, machinery and thrive in a busy environment. Come join our family and growing team!

Why Work for us?

Get to know the driving forces behind our success—meet our dynamic management teams, #teamPeter and #teamKelly!

· Enjoy great shifts! Alumavent (7:00AM - 3:30PM) or Ventex ( 6:45 AM – 3:15 PM ), Monday to Friday - for production staff

· Competitive Benefits after 90 days, including Health, Dental, and Life Insurance

· RSP (Retirement Savings Plan) with company contributions

· Compensation Grid that outlines opportunities for internal growth and advancement

· Overtime Pay after 40 hours

· Monthly Production Bonuses and Annual Wage Increases

· Annual Allowances for Prescription Safety Glasses and Safety Boots/Shoes

· Company Social Events like BBQs and Birthday Celebrations, sporting events, team building activities

As a growing manufacturer, we are seeking a proactive and experienced Customer Service Manager to lead our customer service efforts with a focus on excellence, efficiency, and team development. This leadership role is responsible for overseeing daily customer service operations, driving continuous improvement initiatives, and ensuring our customers receive exceptional service. The Customer Service Manager will be responsible for supervising the CSR team, managing order workflows, and collaborating cross-functionally with production, engineering, sales, logistics, and accounting teams. This position serves as a strategic point of contact for both internal and external stakeholders, helping to strengthen long-term client relationships and uphold our brand values.

What a typical day looks like:

• Lead and support the Customer Service team to meet performance targets and service standards.
• Manage customer service functions, including order processing, quotations, invoicing, and inquiries, in both English and French.
• Maintain oversight of scheduling and coordination of logistics, including preparing bills of lading, proof of delivery, and related documentation.
• Resolve escalated customer issues and act as the primary contact for key accounts.
• Monitor and optimize customer service processes to improve response times, accuracy, and customer satisfaction.
• Communicate customer requirements to the Production team and follow up to ensure deadlines are met.
• Train, mentor, and support CSRs in handling complex orders, ERP system use, and communication standards.
• Ensure accurate data entry in ERP systems and provide regular reporting to leadership.
• Perform and assign general administrative duties as required.

Required Skills:

• High school diploma or GED required; post-secondary education in business, operations, or related field preferred.
• Minimum 3–5 years of experience in a customer service role, with at least 2 years in a supervisory or managerial capacity.
• Experience in the mechanical, manufacturing, or fabrication industry is a strong asset.
• Bilingual in English and French (spoken and written) would be considered an asset.
• Proven ability to lead a team, manage performance, and implement process improvements.
• Strong customer relationship management and problem-solving skills.
• Proficient in Microsoft Office Suite (Word, Excel, Outlook) including excel based formulas
• ERP experience is a strong asset.
• Strong organizational skills with attention to detail and the ability to manage multiple priorities.
• Comfortable working under pressure and meeting tight deadlines.
• Ability to communicate diplomatically and professionally with all stakeholders.