JOB SUMMARY

Reporting to the Operations Manager, the CUSTOMER SERVICE MANAGER is responsible for overseeing the daily operations of the customer service team, ensuring a high standard of service and customer satisfaction. Acting as a key liaison between KeyPak and its customers, this role focuses on leading the team, optimizing processes, and driving a customer-centric culture. The Customer Service Manager will use their expertise to develop strategies, resolve complex issues, and support continuous improvement across the department.

EXPERIENCE

• Proven experience in a management or supervisory role within a customer service environment.
• Post secondary education is required.
• Excellent communication skills in English.
• Demonstrated leadership capabilities with experience in motivating and developing teams.
• Proficient in analysis skills to interpret data and make informed decisions.
• Background in sales is advantageous, enhancing the ability to understand customer needs. Join our team as a Customer Service Manager where your leadership will make a significant impact on our customers’ experiences!
  Job Type: Full-time
  Pay: $60,000.00-$65,000.00 per year

Benefits:

• Company events
• Dental care
• Extended health care
• Paid time off
• Vision care

Education:

• AEC / DEP or Skilled Trade Certificate (preferred)

Experience:

• Customer Service Manager: 3 years (required)

Work Location: In perso

• Lead, coach, and support the customer service team to ensure consistent, high-quality service across all communication channels (phone, email, live chat).
• Oversee the accurate and timely processing of customer orders, inquiries, returns, and complaints, ensuring adherence to service level standards.
• Collaborate cross-functionally with Sales, Marketing, Finance, and Purchasing to streamline processes, resolve escalations, and improve the overall customer experience.
• Analyze customer service metrics and trends to identify areas of improvement and implement strategies for service optimization.
• Develop and maintain standard operating procedures and ensure compliance with internal policies and external regulations.
• Proactively manage high-impact customer accounts and complex service issues with professionalism and a solution-oriented mindset.
• Support the invoicing and backorder management processes
• Identify opportunities for process improvements and automation to increase operational efficiency.