Job description
Work location: Scarborough, near Steeles Ave East and Markham Road, accessible by TTC
Hours of work: 37.5 hours per week (8AM-4:30PM, Monday to Friday, summer hours varies), with occasional overtime.
Benefits: Very good Medical and Dental Benefits after probation.
Flavorcan International Inc. (www.flavorcan.ca) is recognized as a leader in its industry, supplying high quality, custom designed flavors to many leading companies in the food, dairy, confection, baking, beverage, pharmaceutical, and health industries. Flavorcan International Inc. is a FSSC 22000:2010 certified company.
We are seeking a dynamic and experienced Customer Service Manager to lead our customer service team and ensure exceptional client satisfaction. The Customer Service Manager is responsible for leading the Customer Service department and ensuring the delivery of exceptional customer experience. This role oversees customer inquiries, sample requests, issue resolution, and departmental processes while acting as a key liaison between customers, Sales, Laboratory, Quality Assurance, and Management.
The Customer Service Manager drives operational excellence, develops team capabilities, improves customer satisfaction, and supports company growth through effective communication, process improvements.
Duties
- Lead, mentor, and develop Customer Service Representatives to achieve departmental objectives and maintain high service standards.
- Foster a positive, collaborative, and customer-focused culture throughout the organization
- Manage daily customer service operations, ensuring timely responses to customer inquiries, sample requests, complaints, and service-related issues.
- Establish departmental goals, KPIs, and performance standards aligned with company objectives.
- Monitor customer service metrics and identify opportunities for continuous improvement.
- Oversee the processing and tracking of customer sample requests, ensuring timely communication with customers and internal departments.
- Act as the primary escalation point for complex customer concerns and provide effective resolutions.
- Coordinate closely with Sales, Laboratory, Quality Assurance, Purchasing, and teams to ensure customer expectations are met.
- Develop and implement customer service procedures, workflows, and best practices to improve efficiency and consistency.
- Prepare and present departmental reports, customer service metrics, and improvement initiatives to senior management.
- Participate in budgeting, workforce planning, recruitment, onboarding, and performance management of customer service staff.
- Ensure compliance with company policies.
Qualifications
- Diploma or bachelor's degree in business administration, Supply Chain, Operations Management, or related field.
- 5+ years of customer service experience, including 2+ years in a leadership or supervisory role.
- Experience in manufacturing, food ingredients, food processing, flavors, or related industries preferred.
- Strong leadership, coaching, and employee development skills.
- Excellent communication, negotiation, and conflict-resolution abilities.
- Advanced proficiency in Microsoft Office, ERP systems, and CRM platforms.
- Strong analytical, organizational, and problem-solving skills.
- Ability to manage multiple priorities and lead cross-functional initiatives in a fast-paced environment.
Key Performance Indicators (KPIs)
- Customer Satisfaction Score (CSAT)
- Response and Resolution Times
- Customer Retention Rate
- Sample Request Turnaround Time
- Complaint Resolution Rate
- Team Productivity and Accuracy
- Employee Engagement and Retention
- Process Improvement Outcomes
This role offers an exciting opportunity for a dedicated professional eager to make a significant impact on our company's success through outstanding leadership in customer service.
Pay: $60,000.00-$80,000.00 per year
Benefits:
- Casual dress
- Extended health care
- On-site parking
Work Location: In person
