Director, Customer Service & Order Management (Hybrid)

Hagen Group; Baie-D'Urfé; Hybrid; CAD 110,000 - 150,000; Full time

Benefits offered by this job

Hybrid work model (2 days in office)

Medical coverage (dental and medical)

Telemedicine

Employee discount program

Great work-life balance with flexible,

On-site Gym at head office

Learning and development reimbursement

Pet-friendly office

On-site, free parking

Community philanthropic initiatives

Job summary

Hagen Group, a Canadian family-owned business headquartered in Montreal, is seeking a Customer Service & Order Entry Director to oversee the Canada Customer Service function. The hybrid role requires leading the team, managing orders, consumer services, claims, and EDI while supporting peak periods and driving a best-in-class customer experience.

Based in Montreal with a hybrid work model, the candidate will collaborate with Sales, Operations, Supply Chain, and Quality Assurance to align service

Qualifications

• Post-secondary education in Business or a related field.
• Significant experience leading customer service operations in a manufacturing, distribution, consumer goods, or similar environment.
• Proven success leading, coaching, and developing high-performing teams.
• Fluent in both French and English (spoken and written).

Responsibilities

• Lead and own the Customer Service function across Canada, while actively supporting the team during peak periods and complex situations.
• Coach, develop, and hold the Customer Service team accountable to deliver exceptional service.
• Oversee order management, consumer services, claims, and EDI across Canada.
• Act as primary escalation point for complex customer, consumer, and operational issues.
• Build strong relationships with customers, external partners, and cross-functional teams to improve customer satisfaction and operational efficiency.

Job description

Hagen Group, a Canadian family-owned business headquartered in Montreal, is seeking a Customer Service & Order Entry Director to oversee the Canada Customer Service function. The hybrid role requires leading the team, managing orders, consumer services, claims, and EDI while supporting peak periods and driving a best-in-class customer experience.

Based in Montreal with a hybrid work model, the candidate will collaborate with Sales, Operations, Supply Chain, and Quality Assurance to align service