Customer Service Manager (csm)
Hamilton, ON, CA, Canada
Job Description
Responsibilities:
Serve as the main point of contact for customer accounts.
Provide professional and timely support across email, phone, and in-person interactions.Build and maintain strong client relationships to support retention and upsell opportunities.
Follow up with clients post-order or event to ensure satisfaction and gather feedback.Oversee trade show logistics including booth setup, travel coordination, and lead follow-up.
Represent the company at events across Canada and the U.S. (20-30% travel required).Support the sales team with prospect follow-up and pipeline development.
Collaborate with marketing to align client messaging before, during, and after events.Handle day-to-day customer service operations including escalations, delays, and order issues.
Communicate between departments (Production, Shipping, Sales) to ensure clear handoffs.Maintain CRM records and ensure client data is up to date and accurate.
Train and support junior staff on customer service best practices. Requirements:Minimum 5 years of experience in customer service or account management.
Industry experience in printing, manufacturing, or B2B sales preferred.Strong communication and relationship-building skills.
Experience with CRM systems and Microsoft Office (Word, Excel, Outlook).Confident handling client escalations and multitasking in fast-paced settings.
Willingness to travel across North America for trade shows and client events.Valid passport required.
High school diploma required; post-secondary education in Business, Marketing, or Communications is an asset. Experience:Client-facing experience with a proven track record of retention and satisfaction.
Background in managing trade shows, exhibitions, or customer events is an asset.Familiarity with internal coordination between departments to fulfil orders. Preferred Education/Certifications:
Degree or diploma in Business, Marketing, Communications, or a related field.Hands-on experience using CRMs, databases, and customer service software.
Job Type: Full-time
Pay: $50,000.00-$55,000.00 per year
Benefits:
Dental care Life insurance * Paid time off
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Job Detail
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Job IdJD2826050
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IndustryNot mentioned
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Total Positions1
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Job Type:Full Time
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Salary:Not mentioned
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Employment StatusPermanent
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Job LocationHamilton, ON, CA, Canada
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EducationNot mentioned