Customer Service Manager

Quantum Management Services Ltd.; Toronto; On-site; CAD 79,000 - 96,000; Full time

Benefits offered by this job

Comprehensive benefits

Paid vacation and sick days

One-week paid holiday shutdown

Professional development allowance

Employee discounts and company events

Free on-site parking

Direct exposure to senior leadership

Long-term opportunity

Job summary

Quantum Management Services Ltd. is seeking a Customer Service Manager in Toronto, ON, to lead a hands-on team and partner with Sales, Production, and Shipping to deliver an exceptional customer experience.

The role reports to senior leadership and emphasizes process improvements, KPI tracking, and cross-functional collaboration. The ideal candidate will have 5+ years of customer service leadership in a manufacturing or B2B setting, with a track record of coaching teams, resolving escalations,

Qualifications

• Experience leading Customer Service teams in manufacturing, distribution, or B2B environments.
• Strong KPI-driven mindset and reporting experience.
• MS Office proficiency, especially Excel.
• Familiarity with CRM/ERP/order management systems; HubSpot is a plus.

Responsibilities

• Lead, coach, and develop a team of Customer Service professionals.
• Manage team performance, training, workload, and ongoing development.
• Oversee the end-to-end customer experience and ensure high service standards.
• Resolve complex customer escalations and identify opportunities to prevent recurring issues.
• Oversee order processing, RMAs, credits, and order exceptions.
• Act as the key link between Customer Service, Sales, Production, and other departments.
• Identify and implement process improvements to improve efficiency and customer satisfaction.
• Manage Customer Service workflows within CRM, ERP, and other business systems.
• Establish and monitor KPIs including response times, order accuracy, customer satisfaction, productivity, and service levels.
• Use reporting, customer feedback, and operational data to identify trends and drive improvements.
• Identify opportunities to leverage automation, AI, and new technologies to improve Customer Service operations.

Job description

Position: Customer Service Manager

Location: Toronto, Ontario (On-Site)

Salary: $87,500 + Target 15% Annual Bonus

Job Type: Permanent

Posting Type: Open Vacancy

Are you an experienced Customer Service leader who enjoys developing teams, solving complex customer issues, and improving the way a business operates?

We're partnering with a well-established, family-owned manufacturing organization to find a Customer Service Manager to lead a team. In this role, you'll oversee the customer service function while working closely with Sales, Production, Shipping, and senior leadership to ensure a seamless customer experience.

This is a hands-on leadership opportunity where you'll have the ability to influence processes, strengthen cross-functional collaboration, and introduce improvements that make the business easier for customers and internal teams to work with.

What's in it for you?

• $87,500 base salary + target 15% annual bonus
• Comprehensive health, dental, vision, and life insurance benefits
• Paid vacation and sick days
• One-week paid holiday shutdown
• Professional development allowance
• Employee discounts and company events
• Free on-site parking
• Opportunity to lead an established team
• Direct exposure to senior leadership and the ability to influence change
• Stable, long-term opportunity with a growing organization

What you'll be doing:

• Lead, coach, and develop a team of Customer Service professionals
• Manage team performance, training, workload, and ongoing development
• Oversee the end-to-end customer experience and ensure high service standards
• Resolve complex customer escalations and identify opportunities to prevent recurring issues
• Oversee order processing, RMAs, credits, and order exceptions
• Act as the key link between Customer Service, Sales, Production, Graphics, Shipping, and other departments
• Identify and implement process improvements that improve efficiency and customer satisfaction
• Manage Customer Service workflows within CRM, ERP, and other business systems
• Establish and monitor KPIs including response times, order accuracy, customer satisfaction, productivity, and service levels
• Use reporting, customer feedback, and operational data to identify trends and drive improvements
• Identify opportunities to leverage automation, AI, and new technologies to improve Customer Service operations

What we're looking for:

• 5+ years of progressive Customer Service leadership experience
• Experience leading and developing Customer Service teams in a manufacturing, distribution, or B2B environment
• Proven experience improving processes and leading change initiatives
• Strong cross-functional experience working with Sales, Operations, Production, and other departments
• Experience managing customer escalations and resolving complex issues
• Experience using KPIs and reporting to improve team and operational performance
• Strong Microsoft Office skills, particularly Excel
• Experience with CRM and ERP/order management systems; HubSpot is an asset
• Strong analytical, organizational, communication, and problem-solving skills
• Proven coaching and people leadership abilities
• Comfortable using AI and emerging technologies to improve reporting and processes