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Customer Engagement & Service Manager

Employer undisclosedRole managed by a recruiter

Oversee order fulfillment, service operations, returns, and technical support

4d ago

C$105,000 - C$145,000

Intermediate (4-7 years), Expert & Leadership (13+ years), Experienced (8-12 years)

Full Time

Toronto, Ontario, Canada

Office Full-Time

Role

What you would be doing

escalation management

kpi reporting

erp management

order fulfilment

preventive maintenance

technical support

Serves as the primary escalation point for customer service and technical issues, ensuring timely resolution.
Tracks and reports on service KPIs (turnaround time, repair quality, customer satisfaction).
Coordinates with Operations, Logistics, and Finance to ensure accurate billing and documentation.
Maintains service documentation, repair logs, and service-level metrics.
Builds and maintains strong relationships with customers, encouraging long-term loyalty and repeat business.
Oversees and manages customer inquiries related to order status, product availability, and delivery schedules
Oversees and ensures the accuracy of order details in the ERP system (quantities, prices, and delivery dates).
Collaborates with Warehouse and Logistics teams to facilitate timely picking, packing, shipping, and delivery of orders.
Develops, tracks, and analyzes KPIs related to order processing, service performance, and customer feedback to drive operational excellence and continuous improvement.
Manages organization of service calls, troubleshooting, diagnoses, and repairs.
Manages and develops direct reports.
Manages the company’s Return Authorization process, including receiving, tracking, evaluating, and closing cases related to returns, order modifications, cancellations, and exchanges.
Provides proactive support to Sales, Marketing, and Field Operations by addressing order-related queries and providing timely information.
Interfaces with internal Subject Matter Experts (engineering, product development, quality assurance) to troubleshoot and resolve complex product issues.
Manages scheduled preventative maintenance services according to Standard Operating Procedures.
Partners with product and operations teams to relay customer feedback and drive product/service enhancements.
Acts as the primary liaison for customer inquiries related to orders, repairs, and ongoing product performance.
Identifies and implements process improvements in service delivery, order management, and customer communications.
Oversees the customer order process, including order processing and confirming sales orders, coordinating shipments, and ensuring timely delivery.
Drives safety culture for technicians ensuring the safe and correct use of equipment and tools.
Provides technical support guidance to customers and coordinate with service teams to address on-site or remote service needs.
Ensures compliance with all relevant regulations and industry standards in the order management process.
Supports distributor on-boarding and technical product support.
Monitors order progress and proactively resolves any fulfillment or documentation issues to ensure timely delivery of shipments and customer satisfaction.
Oversees contract management of 3rd party service providers including validation, qualification, negotiation, and management.
Supervises and schedules service technicians, ensuring they have the tools, resources, and training to meet service commitments.
Collaborates with the planning area to ensure optimal stock levels and prevent stockouts or overstock situations.

What you bring

erp

microsoft office

bachelor’s degree

problem solving