Customer Service Manager: O2C & CX Leadership

Galderma Canada Inc.; Toronto; On-site; CAD 115,000 - 120,000; Full time

Benefits offered by this job

Bonus eligible

Job summary

Galderma Canada Inc. is seeking a Customer Service Manager based in downtown Toronto to lead the Customer Service team in delivering a seamless order-to-cash process for internal and external Galderma customers.

You will oversee a team of five to six specialists, drive performance through coaching, and coordinate with Finance, Marketing, Sales, and Supply Chain to meet KPIs. Fluency in English is required; French is preferred.

Qualifications

• 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, preferably within a Consumer-Packaged Goods or Pharmaceutical environment.
• Fluent in English, strong oral and written communication skills – French preferred.
• Strong understanding of Order-to-Cash processes, including customer data, order management, pricing, billing, and collections.

Responsibilities

• Provide high quality service to key customers and internal stakeholders by upholding commitments to the Customer Journey.
• Lead a group of five to six Customer Service Specialists to build knowledge and engagement.
• Lead ongoing growth and development of the team with performance assessments and coaching.
• Collaborate with offshore shared services to enhance delivery of order management and accounts receivable.
• Analyze SLAs, response times, and tickets to report KPIs and trends for improvement.
• Ensure accurate order-to-cash execution through systems (Oracle, Salesforce) and coordinate with Finance, Marketing, Sales, and Supply Chain.

Skills

Customer service leadership

O2C processes

English fluency

French preferred

Cross-functional collaboration

Education

Bachelor’s degree in business or related field

5+ years in customer service

Tools

Oracle ERP

SAP ERP

Salesforce

Veeva CRM

Job description

Galderma Canada Inc. is seeking a Customer Service Manager based in downtown Toronto to lead the Customer Service team in delivering a seamless order-to-cash process for internal and external Galderma customers.

You will oversee a team of five to six specialists, drive performance through coaching, and coordinate with Finance, Marketing, Sales, and Supply Chain to meet KPIs. Fluency in English is required; French is preferred.