Customer Services Manager - Parts & Services

Sandvik AB; Lively; On-site; CAD 90,000 - 130,000; Full time

Benefits offered by this job

Pension plan

Health benefits

Dental benefits

Life and disability benefits

Job summary

Sandvik Mining in Canada is seeking a Customer Services Manager - Parts & Services to lead the Canadian Customer Support Centre and oversee the order desk, CSSR, pricing and escalation processes.

You will drive performance, continuous improvement, and a customer-focused culture, coordinating with sales, logistics, sourcing, and field service teams to ensure on-time delivery and exceptional service across Canada.

Qualifications

• Minimum 5 years of leadership experience in customer service or related field.
• 3–5 years leading a customer service or order desk team.
• Strong knowledge of parts ordering, quote support, pricing support, availability checks, order status, backorders, expediting, logistics and escalation handling.
• Experience using CRM, ERP and dashboards to improve visibility and performance.

Responsibilities

• Lead and develop the Canadian Customer Support Centre team.
• Drive service performance, customer responsiveness, and continuous improvement.
• Manage staffing, onboarding, coaching, succession planning and development.
• Establish and track customer service KPIs and service-level expectations.
• Foster a customer-focused culture across the organization.
• Serve as senior escalation point for critical customer issues.
• Coordinate cross-functional responses with sales, logistics, sourcing, planning, warehousing and field service.
• Own national open order performance and resolution strategies.
• Drive prioritization of machine-down and critical orders, and shortages.
• Lead initiatives to improve lead time, fill rate, and order accuracy.

Skills

Leadership

Customer service

Supply chain

Order management

CRM

ERP

Microsoft Office

Education

Post-secondary education in business or related field

Tools

CRM

ERP

Microsoft Office

Job description

Customer Services Manager - Parts & Services

Sandvik Mining is seeking a

Customer Services Manager - Parts & Services

Location: Lively, ON

At Sandvik, we offer you a world of opportunities. Our diverse businesses and global network enable you to explore your potential and thrive. We recognize your performance and offer various ways to fuel your growth towards exceptional achievements.

Currently, we have an opening for a Customer Services Manager - Parts and Services. The Customer Services Manager is responsible for leading the customer parts supply experience for Sandvik Mining in Sales Area Canada. In this role, you will oversee customer service operations, CSSR and Order Desk performance, pricing and quotation support, critical parts escalation, digital service enablement, and continuous improvement initiatives. You will play a key role in enhancing the overall customer experience and making Sandvik easier to do business with for our mining customers across Canada.

Are you an experienced leader in customer service and parts operations who thrives on driving performance, continuous improvement, and customer satisfaction? If so, we want to hear from you!

While searching for the best opportunity for yourself today, we are already thinking ahead of your future tomorrow. So now we challenge you to take it one step further and apply!

What you will be doing

• Lead and develop the Canadian Customer Support Centre team.
• Drive service performance, customer responsiveness, and continuous improvement.
• Manage staffing, recruitment, onboarding, coaching, succession planning, and employee development.
• Establish and track customer service KPIs and service-level expectations.
• Foster a customer-focused culture across the organization.
• Serve as the senior escalation point for critical customer issues.
• Resolve machine-down situations, emergency orders, and service recovery issues.
• Coordinate cross-functional responses across sales, logistics, sourcing, planning, warehousing, and field service teams.
• Ensure customer commitments are communicated and managed effectively.
• Own national open order performance and resolution strategies.
• Drive prioritization of machine down, critical customer orders, and shortages.
• Lead initiatives to improve lead time, fill rate, on-time delivery, and order accuracy.
• Review and manage strategic project orders.
• Escalate and coordinate supply solutions with global logistics and sourcing teams.

Logistics and Supply Chain Coordination

• Partner with warehouse, transportation, and planning teams to ensure efficient product movement.
• Support inventory optimization and customer delivery performance.
• Participate in cross-functional supply chain improvement initiatives.

Pricing and Commercial Support

• Support the implementation of pricing strategies and customer price agreements.
• Work closely with Pricing Analysts, Account Managers, and Sales leadership on customer pricing initiatives.
• Ensure adherence to pricing governance within Parts & Services operations.

Process Governance and Operational Excellence

• Own and improve CSC processes, controls, and operational standards.
• Ensure compliance with company policies, trade requirements, customer master data processes, and order management procedures.
• Champion continuous improvement initiatives using Aurora/SAP and other business systems.
• Develop and maintain operational reporting, SOPs, and KPI dashboards.

Environmental Health and Safety

• We are ethical and compliant, dedicated to health, safety, and sustainability. We put health and safety first!

What you will bring along

• Minimum 5 years of leadership experience in customer service, parts support, order fulfillment, supply chain, aftermarket service, distribution, heavy equipment, industrial operations, mining, manufacturing, or a related environment.
• 3 to 5 years of experience leading, coaching, developing, or supervising a customer service, inside sales, order desk, CSSR, or operational support team.
• Strong working knowledge of parts ordering, quote support, pricing support, availability checks, order status, backorders, expediting, logistics, and customer escalation handling.
• Demonstrated ability to use CRM, ERP, reporting dashboards, Microsoft Office, and customer service systems to improve visibility, workflows, documentation, and performance.
• Strong customer communication skills, including the ability to manage escalations effectively, set realistic expectations, and align multiple internal stakeholders around customer outcomes.
• Demonstrated continuous improvement mindset, including root-cause problem solving, process standardization, SOP development, KPI management, and change leadership.
• Commercial acumen and experience working with pricing, approvals, contract terms, customer commitments, and cross-functional decision-making.
• Post-secondary education in business, supply chain, operations, engineering, commerce, or a related field is preferred. Equivalent experience in customer service, aftermarket parts, order fulfillment, or mining equipment support will also be considered.
• Lean, Six Sigma, APICS/CPIM/CSCP, project management, or customer experience training would be considered an asset, particularly when combined with practical operational leadership experience.

In return for your passion and drive we will offer you…

• The opportunity to make an impact on our business performance.
• The opportunity to be part of an ambitious team, in an industry leading business.
• The opportunity to reach your full potential.
• Ongoing development and training.
• An excellent comprehensive compensation package including a pension plan with matching, competitive health, dental, life and disability benefits.

Our Culture

Our core values are the soul of the company. They guide us in our actions and daily business decisions. We are a company with an open-minded culture that encourages employees to share ideas and work innovatively. We embrace diversity and inclusion and inspire everyone to bring their authentic selves to work everyday!

We take pride in our agile customer-focused decision making. We empower our employees, providing strong performance management and opportunities to grow your career.

We are an equal opportunity employer which values diversity in the workplace and encourage applications from members of equity‑seeking communities including women, racialized persons, Indigenous persons, persons with disabilities, and persons of all sexual orientations or gender identities/expressions.

We are committed to creating an inclusive and barrier free experience to applicants with accessibility needs in keeping with the Accessibility for Ontarians with Disabilities Act; therefore, requests for accommodation can be made at any stage during the recruitment process. Please contact [e-mail] for more information.