Job Description

Customer Experience & Service Manager
Toronto, On
Manufacturing
Competitive Salary $105,000-145,000, plus Bonus and Benefits
Our client, a global leader in specialized electronics manufacturing, is seeking to add a critical role to their growing leadership team. The Customer Experience & Service Manager is responsible for the end-to-end customer service function, encompassing order fulfillment, service operations, and post-sales support. The position manages the complete customer order lifecycle--from sales orders to shipping and invoicing--while also overseeing the management of product maintenance, repairs, and returns. The role requires active leadership in managing service technicians, handling Return processes and collaborating with internal subject matter experts to resolve complex technical issues.
The ideal candidate brings strong operational management skills along with exceptional communication abilities, ensuring every customer interaction reflects the highest standards of responsiveness, accuracy, and professionalism. A passion for process improvement and operational excellence is critical.
The Role:

• Oversees the customer order process, including order processing and confirming sales orders, coordinating shipments, and ensuring timely delivery.

• Oversees and ensures the accuracy of order details in the ERP system (quantities, prices, and delivery dates).

• Monitors order progress and proactively resolves any fulfillment or documentation issues to ensure timely delivery of shipments and customer satisfaction.

• Coordinates with Operations, Logistics, and Finance to ensure accurate billing and documentation.

• Collaborates with Warehouse and Logistics teams to facilitate timely picking, packing, shipping, and delivery of orders.

• Oversees and manages customer inquiries related to order status, product availability, and delivery schedules

• Collaborates with the planning area to ensure optimal stock levels and prevent stockouts or overstock situations.

• Provides proactive support to Sales, Marketing, and Field Operations by addressing order-related queries and providing timely information.

• Ensures compliance with all relevant regulations and industry standards in the order management process.

• Manages the company's Return Authorization process, including receiving, tracking, evaluating, and closing cases related to returns, order modifications, cancellations, and exchanges.

• Supervises and schedules service technicians, ensuring they have the tools, resources, and training to meet service commitments.

• Maintains service documentation, repair logs, and service-level metrics.

• Tracks and reports on service KPIs (turnaround time, repair quality, customer satisfaction).

• Manages organization of service calls, troubleshooting, diagnoses, and repairs.

• Manages scheduled preventative maintenance services according to Standard Operating Procedures.

• Drives safety culture for technicians ensuring the safe and correct use of equipment and tools.

• Oversees contract management of 3rd party service providers including validation, qualification, negotiation, and management.

• Supports distributor on-boarding and technical product support.

• Serves as the primary escalation point for customer service and technical issues, ensuring timely resolution.

• Interfaces with internal Subject Matter Experts (engineering, product development, quality assurance) to troubleshoot and resolve complex product issues.

• Provides technical support guidance to customers and coordinate with service teams to address on-site or remote service needs.

• Acts as the primary liaison for customer inquiries related to orders, repairs, and ongoing product performance.

• Builds and maintains strong relationships with customers, encouraging long-term loyalty and repeat business.

• Identifies and implements process improvements in service delivery, order management, and customer communications.

• Partners with product and operations teams to relay customer feedback and drive product/service enhancements.

• Develops, tracks, and analyzes KPIs related to order processing, service performance, and customer feedback to drive operational excellence and continuous improvement.

• Manages and develops direct reports.

• Considers quality in all aspects of the job and respects procedures and norms.

The Ideal Candidate:

• Bachelor's degree or diploma in Mechanical, Electrical engineering or a related field.

• 8-10 years of related experience within a technical/engineering environment dedicated to manufacturing devices with intricate electronic and mechanical interfaces.

• 3-5 years of experience managing small teams.

• Experience in working collaboratively within a broader team (e.g., sales, engineering, marketing).

• Demonstrated success in building consensus with technical leaders.

• Strong problem-solving and conflict resolution skills.

• Excellent interpersonal and communication skills (verbal and written).

• Superior attention to detail.

• Strong computer skills and proficiency with Microsoft Office suite products (Word, Excel, PowerPoint).

• Knowledge of ERP and Quality Management systems.

JOBID#16815728

Skills Required