Customer Service Manager

Univar Solutions; Toronto; On-site; CAD 100,000 - 130,000; Full time

Benefits offered by this job

Competitive salary

Benefits package

Career development

Safety-oriented team

Job summary

Univar Solutions in Toronto, Ontario, is seeking a Customer Service Manager to oversee the daily operations of the customer service department. You will lead the team, manage orders from entry to delivery, and ensure professional handling of inquiries and escalations while supporting the sales team.

Ideal candidates have 5+ years in customer service with supervisory experience, knowledge of ERP/CRM systems, and familiarity with chemical regulations.

Qualifications

• Bachelor’s degree in business, Supply Chain, or related field.
• 5+ years in customer service with ≥2 years in supervision/management.
• Experience in chemical distribution, manufacturing, or logistics preferred.
• Strong leadership, coaching, and team-building skills.
• Excellent communication and problem-solving abilities.
• Proficiency in ERP/CRM systems and MS Office Suite.
• Knowledge of WHMIS, OSHA, DOT, TDG regulations is an asset.
• Strong organizational skills and ability to manage priorities.

Responsibilities

• Lead, mentor, and develop the customer service team.
• Oversee order processing from entry to delivery for accuracy and timeliness.
• Manage customer accounts, handling inquiries and escalations promptly.
• Collaborate with Sales, Operations, and Transportation teams for order fulfillment.
• Monitor KPIs and implement improvements as needed.
• Ensure compliance with transportation, handling, and storage regulations.
• Maintain strong customer relationships through proactive communication.
• Identify opportunities to streamline processes and improve efficiency.
• Provide regular reporting to senior management on performance and trends.
• Perform other duties as required.

Skills

Leadership

Coaching

Team building

ERP/CRM

MS Office

Communication

Education

Bachelor’s degree in business, Supply Chain, or related field

Tools

MS Office

Job description

A Place Where People Matter.

Start your career journey with Univar Solutions! Here you can make an impact on the world around you and accelerate your career in areas that energize and excite you.

About The Position

The Customer Service Manager is responsible for overseeing the day-to-day operations of the customer service department. This role ensures customer inquiries, orders, and issues are handled efficiently and professionally, while maintaining compliance with company policies, industry regulations, and safety standards. The Customer Service Manager will play a key role in building strong client relationships, supporting the sales team, and driving continuous improvement in service levels.

What we offer:

• Competitive salary and performance-based incentives.
• Comprehensive benefits package.
• Opportunities for professional development and career growth.
• A supportive team environment committed to safety and customer satisfaction.

What you’ll do:

• Lead, mentor, and develop the customer service team to deliver high-quality service.
• Oversee order processing, from order entry to delivery, ensuring accuracy and timeliness.
• Manage customer accounts, addressing inquiries, complaints, and escalations promptly and effectively.
• Collaborate closely with Sales, Operations and Transportation teams to ensure smooth order fulfillment.
• Monitor KPIs (e.g., on-time delivery, response times, customer satisfaction) and implement improvements as needed.
• Ensure compliance with all relevant regulations, including transportation, handling, and storage of chemicals.
• Maintain strong customer relationships through proactive communication and service excellence.
• Identify opportunities to streamline processes, enhance efficiency, and improve the overall customer experience.
• Provide regular reporting to senior management on customer service performance and trends
• Other duties as required

What we would like from you:

• Bachelor’s degree in business, Supply Chain, or related field (or equivalent experience).
• 5+ years of experience in customer service, with at least 2 years in a supervisory or management role.
• Experience in the chemical distribution, manufacturing, or logistics industry preferred.
• Strong leadership, coaching, and team-building skills.
• Excellent communication and problem-solving abilities.
• Proficiency in ERP/CRM systems and MS Office Suite.
• Knowledge of chemical industry regulations (WHMIS, OSHA, DOT, TDG, etc.) considered an asset.
• Strong organizational skills and ability to manage competing priorities in a fast-paced environment.

Pay and Benefits:

The annual expected salary range for this position is $100,000 to 130,000. The specific salary offered to a candidate may be influenced by a variety of factors including the candidate’s relevant experience, education, training, certifications, qualifications, and work location.

Univar Solutions is a leading, global distributor of chemicals and ingredients essential to the safety, health, and wellbeing of our daily lives from life-saving medicines and vitamins to hand sanitizers and industrial materials used for cleaning, construction, and more. Our global team of more than 9,500 employees support our vision to redefine distribution and be the most valued chemical and ingredient distributor on the planet!

We offer a Total Rewards package that includes market aligned pay and incentives as well as a diverse benefits offering to support our employees’ physical, emotional, and financial wellbeing.

Univar Solutions supports sustainable solutions for the world around us so that we can do our part to help keep our communities healthy, fed, clean, and safe!

We are committed to a diverse workforce and a culture of inclusion.

Univar Solutions is an equal opportunity employer. All qualified applicants will receive consideration for employment and will not be discriminated against based on their race, gender, sexual orientation, gender identity, religion, national origin, age, disability, veteran status, or other protected classification. We are committed to working with and providing reasonable accommodations to individuals with disabilities. If you require a reasonable accommodation due to a disability during the hiring process, please contact us at [e-mail].