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Customer Service Manager

Athletic Knit

Toronto, CAN

Full Time

Manager

Onsite

Yesterday

Customer ServiceTeam LeadershipProcess ImprovementHubSpotERP SystemsMicrosoft Excel

Free

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Key skills for this role

Customer ServiceTeam LeadershipProcess Improvement

The Customer Service Manager leads Athletic Knit's Customer Service team while serving as the primary link between Sales, Production, Graphics, Shipping, and other business functions.
Delivers exceptional experience for dealers and sales representatives by ensuring efficient order execution, developing a high performing team, and driving continuous improvement.
Success measured by operational excellence, team strength, cross functional collaboration, and customer experience.

Recruit, onboard and develop a high performing Customer Service team.
Provide regular coaching, one on one meetings, performance feedback, and annual performance reviews.
Build a culture of accountability, collaboration and continuous improvement.
Ensure appropriate staffing levels and workload balance.
Identify ongoing training and development opportunities.

Own the end to end customer experience, ensuring every interaction reflects commitment to exceptional service.
Resolve complex customer escalations professionally and efficiently.
Identify recurring customer pain points and lead initiatives to eliminate root causes.
Champion initiatives that simplify processes and make the company easier to do business with.

Ensure accurate and timely processing of stock and custom orders while maintaining high service standards.
Oversee RMA, credit, and order exception processes.
Establish, document, and continuously improve Customer Service procedures.
Ensure consistent application of company policies and service standards.

Serve as primary liaison between Customer Service and Sales, Production, Graphics, Shipping, and other departments.
Lead resolution of cross functional issues impacting customers.
Identify recurring operational issues and work with leadership to implement sustainable solutions.
Partner with leaders across the business to drive initiatives improving efficiency, service quality, and customer experience.

Own Customer Service workflows and processes within HubSpot, ERP, and related business systems.
Ensure system data integrity, process compliance, and consistent adoption of established workflows.
Recommend and implement workflow improvements and automation opportunities.
Develop reporting that supports operational decision making.
Lead adoption of new tools, technologies, and best practices.

Establish and monitor Customer Service KPIs including response times, order accuracy, escalation trends, customer satisfaction, team productivity, and service level performance.
Use performance data and customer feedback to drive improvements.

5+ years of progressive Customer Service leadership experience.
Experience leading and developing Customer Service teams within a manufacturing, distribution, or similar B2B environment.
Experience identifying process improvements and successfully leading change initiatives.
Proven ability to partner effectively with Sales, Operations, and cross functional teams.

Proficiency with Microsoft Office, particularly Excel for reporting and analysis.
Experience using CRM platforms such as HubSpot.
Experience with ERP and order management systems.
Ability to analyze operational data and develop reporting.
Comfortable leveraging AI tools and emerging technologies.

Compensation: CAD 80,000+ Annual Bonus.
Benefits include casual dress, company events, dental care, extended health care, life insurance, on site parking, paid time off, vision care.