Senior Customer Service Manager

Saint-Gobain Group; Mississauga; On-site; CAD 99,000 - 153,000; Full time

Benefits offered by this job

Healthcare

Parental leave

RRSP/DPSP/TFSA

Tuition reimbursement

Employee recognition

Wellbeing program

Pet insurance

Discount program

Job summary

Saint-Gobain Canada is seeking a Senior Manager, Customer Service to lead the National Customer Service team across IPG product lines, including CertainTeed and Bailey Metals. You will shape the order-to-delivery process, standardize service, and partner with sales and operations to enable growth.

The role requires strategic leadership, process improvement, digital enablement, and the ability to coach 35–40 staff through change.

Qualifications

• Bachelor’s degree or equivalent experience with 5+ years in customer service leadership.
• Proven ability to coach, engage, and motivate teams; strong relationship-building.
• Strong problem-solving, decision-making, and prioritization in a fast-paced environment.
• Excellent written and verbal communication with internal stakeholders.

Responsibilities

• Lead evolution of Customer Service processes to an integrated operating model.
• Identify opportunities to enhance service, efficiency, and cross-functional collaboration.
• Oversee end-to-end order management across assigned businesses.
• Develop and execute Canada Customer Service strategy and multi-year roadmap.
• Establish KPIs and drive best-in-class execution of order entry and resolution.
• Partner with Sales to support evolving channel strategies and account structures.

Skills

Leadership

SAP

Customer service leadership

KPI development

Cross-functional collaboration

Strategy execution

Education

Bachelor's degree or equivalent experience

Tools

SAP

Job description

The Senior Manager, Customer Service leads Saint-Gobain Canada's customer Service function, ensuring efficient, accurate, and scalable order-to-delivery processes across multiple businesses and product lines. The role is accountable for driving operational excellence, standardizing customer service processes, supporting commercial growth and leading the evolution of a unified customer operations model across the organization.

Working closely with cross-functional internal teams, the incumbent develops and executes strategies that improve service consistency, operational efficiency, productivity, and business integration while maintaining strong support for customers and sales teams. The role builds organizational capability and prepares the customer operations function to support future growth and evolving sales channel strategies.

This role will lead, manage, develop, and integrate the National Customer Service team across IPG product lines, including CertainTeed and Bailey Metals, through coaching supervisors, setting objectives, and building a highly engaged, customer-focused culture. Responsible for a team of approximately 35-40 people.

Is this job for you ?

Strategic Leadership

• Lead the evolution of Customer Service processes to build an integrated Saint-Gobain Canada operating model.
• Identify opportunities to enhance service consistency, operational efficiency and cross-functional collaboration.
• Lead the end-to-end order management function across all assigned businesses
• Develop and execute the Canadian Customer Service strategy and multi-year roadmap, aligned with company, commercial, retail, supply chain and OTIF objectives.
• Establish streamlined KPIs across business units to drive consistent measure of success.
• Drive best-in-class execution of order entry, order maintenance, fulfillment coordination and issue resolution.

Business Integration & Channel Support

• Identify areas to harmonize customer service processes across business units and product lines.
• Partner with commercial leadership to support evolving sales channel strategies and account structures.
• Evolve the Canadian Service Charter, policies, procedures, internal controls and standard processes to support sales channel strategies

Process Improvement & Digital Enablement

• Lead automation, tool optimization and digital transformation initiatives within Customer Service.
• Spearhead and gain adoption in innovative AI based tools to enhance customer experience, and gain new customer insights.
• Own the effectiveness, efficiency and quality of Customer Service metrics and KPIs through innovating a Customer Service BI dashboard that will set performance metrics and benchmark across Business Units

Commercial Partnership

• Serve as a key partner to Sales leadership, providing operational support that enables commercial success.
• Provide visibility into order trends, service challenges, capacity constraints and operational risks.
• Support commercial objectives through consistent execution and service delivery with clear accountability and reporting for key accounts.
• Foster a culture focused on collaboration, continuous improvement, employee engagement and continued cross-training to support career growth
• Lead, coach and develop our Customer Service organization.
• Continue to foster and build upon our Customer Experience culture and Trust, Empowerment and Collaboration mindset
• Build organizational capability in systems utilization and business analytics.

To make sure nothing is forgotten

Experience required:

• Bachelor’s degree or equivalent experience, with 5+ years of experience in customer service leadership role.
• Demonstrated management experience leading a team of at least 10 team members, with the ability to provide customer-focused leadership and drive continuous improvement and innovation.
• Proven ability to coach, engage, and motivate employees, build strong teams, and lead effectively across organizational levels.
• Strong problem-solving, decision-making, and organizational skills, with the ability to manage competing priorities in a fast-paced environment.
• Excellent written and verbal communication skills, including strong listening skills and the ability to build effective relationships with customers and internal stakeholders.
• Strong proficiency in SAP.
• Demonstrates key leadership competencies including open-mindedness, relationship building, courageous leadership, accountability, and the ability to provide clear direction.

Legal Statement

Saint-Gobain is an inclusive and equal opportunity employer committed to providing reasonable accommodations throughout the recruitment process to applicants upon their request. This commitment is in accordance with the Accessibility for Ontarians with Disabilities Act (AODA).

Benefits in joining us

In the interest of transparency and in compliance with legal requirements in certain provinces, we wish to share information regarding the compensation for this position. The salary range for this role in Canada is between $99,000 and $153,000 per year.

However, the offered salary may vary based on location, internal equity, the knowledge, skills, and experience required for the role, as well as other relevant factors considered during the hiring process. In addition to the base salary, this position is eligible for an annual bonus. The target bonus amount is 13 % of the base salary, based on company and employee performance indicators. Bonuses are part of variable compensation; therefore, the amount may vary depending on company and employee performance, and their awarding remains discretionary.

We provide unique options to fit your unique lives! Our Total Rewards Program offers a total approach to well-being!

Our amazing benefits and programs include, but are not limited to:

• Excellent healthcare options: Medical, vision, prescription & dental
• Family Focus & Balance: Parental leave, paid time-off, and Employee Assistance Program
• Financial Security: Company-funded Retirement Accumulation Plan - Registered Retirement Savings Plan (RRSP), Deferred Profit-Sharing Plan (DPSP), Tax-Free Savings Account (TFSA) andEmployee Stock Purchase Program (PEG)
• Tuition Reimbursement: Continuing education for every season of your career
• Employee Recognition Programs
• LiveWell: Rewarding you for living a healthy lifestyle
• Be Well Be You: Our comprehensive benefits, resources, and programs platform to help you and your family be well, wherever you are in life (Emotional, Physical, Financial, and Social)
• Pet insurance options: Insurance plan & prescription discount program for your furry friends
• Perks & Savings Program: access to thousands of gift cards, in-store and online discounts, as well as cashback offers.

This is an active, existing vacancy. We are looking to fill this position immediately.

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