Job Description

Job Title:

Customer Service Manager

Job Location:

Niagara-on-the-Lake

Reports to:

VP, Marketing & Channel Sales

Job Purpose

The Customer Service Manager is responsible for leading and managing the customer service and sales support functions at Diamond Estates Wines & Spirits in ON and BC. This role oversees the Customer Service Representatives and ensures the smooth execution of sales and order entry, customer relations, and logistics coordination. The Customer Service Manager will drive operational excellence by implementing customer service standards, monitoring performance metrics, and fostering a culture of responsiveness, accuracy, and professionalism across all customer-facing processes. In addition, the Customer Service Manager will:

Summary of Responsibilities

Overall Accountability

Lead and manage the Customer Service function, ensuring the highest level of service delivery to customers, sales representatives, and internal teams. Oversee and support the Customer Service Representatives, providing guidance, training, and performance management. Develop and implement customer service procedures, policies, and standards for VQA & Consignment Licensees, Wine Club, DTC and Guest Relations. Act as the escalation point for complex issues related to orders, logistics, or customer concerns, ensuring resolution in a timely and professional manner. Ensure financial compliance across all platforms including SAGE, including pricing, invoicing, payment processing, and data integrity. Collaborate cross-functionally with Sales, Finance, Warehouse & Delivery, and Production teams to maintain accurate, efficient, and customer-focused processes. Ensure customer service staff are trained on how their actions affect ERP data quality, invoice accuracy, and financial reporting. Own pricing tables, customer master data, and discount structures in Sage. Manage how external platforms (Repay, Shopify, Lightspeed) interact with Sage, troubleshooting issues and enhancing processes. Proactively identify opportunities to automate manual workflows (pricing updates, invoicing, reporting, etc.) and implement best practices across functions. Manage omnichannel service (phone/email/chat/social/e-comm), with SLAs and KPIs by channel. Own the customer service QA program (scorecards, calibrations, trend reporting) and VoC (CSAT/NPS), driving quarterly CX improvements.

Specific Accountabilities - Sales, Customer Service & Order Management

Monitor sales and order entry accuracy and timeliness, ensuring all customer orders are processed efficiently and correctly. Oversee customer account maintenance, including profiles, invoicing accuracy, and payment processing cycles. Provide coaching and support to staff in upselling, recommending alternatives, and maximizing customer satisfaction. Ensure all customer inquiries are answered in a timely manner, including phone and emails. Establish and track KPIs related to service quality, order accuracy, and response times. Prepare regular reports and recommend process improvements to management. Key point of contact for the Preferred Customer Service Team, including inside sales for LCBO, House Accounts, and Senior Care Facilities. Oversee all Wine Club administration including customer maintenance, list management, payment processing, inventory management. Own CS SOPs and the service tech stack (CRM/helpdesk/telephony), including vendor selection, SLAs, and change management. Own CS workforce planning (weekly forecasts & schedules) and manage the function's budget and cost-per-contact.

Specific Accountabilities - Human Resources, Finance & Administration

Foster areas of specialization in team members and ensure cross-functionality across the team Provide coaching and leadership to Customer Service Team. Ensure financial compliance across all platforms including SAGE, including managing pricing levels Coordinates incoming and outgoing mail, processes and routes all correspondence Responsible for ensuring all customer payments are processed timely and accurately Collaborate with Finance to ensure invoices are coded to correct GL accounts (P&L vs. Balance Sheet). Work with AR on collection issues, ensuring pricing disputes are minimized and resolved quickly. Understand and apply accrual accounting concepts; ensure timely submission of accruals for unbilled revenue and other customer-related expenses. Ensure that all pricing adjustments and customer service activities are finalized in Sage by month-end cut-off to support an accurate close. Lead returns/claims and service-recovery workflows; partner with Finance on payment disputes and fraud controls. Monitor regulatory markups, taxes, and fees and ensure timely updates to pricing to maintain compliance.

Specific Accountabilities - Logistics & Operations

Ensure effective daily scheduling of deliveries in coordination with drivers and courier partners. Monitor delivery performance, address delays/discrepancies, and escalate issues where needed. Optimize delivery routes and logistics planning to balance efficiency and customer expectations. Develop relationships with third-party logistics providers and ensure service level agreements are met. Partner with Finance, Supply Chain, and Sales to design and enforce processes that safeguard pricing integrity, improve working capital, and streamline order-to-cash. Provide insight into ERP workflows that impact financial reporting, supply chain planning, and customer experience. Act as a subject matter expert for system integrations and financial process alignment across the organization.

Requirements

Post-secondary education in Business, Logistics, or related field preferred. 3+ years of experience in a customer service or logistics leadership role, ideally within the beverage, consumer goods, or distribution industries. Strong leadership and people management skills with experience in coaching and mentoring staff. Excellent communication and problem-solving abilities with a customer-first mindset. Proficiency in Microsoft Office, especially Outlook and Excel; ERP or order management system experience is an asset. Ability to thrive in a fast-paced environment with tight deadlines and competing priorities. Strong understanding of ERP systems (Sage preferred), including pricing tables, customer master data, and integrations with payment/e-commerce platforms. Working knowledge of financial accounting principles, including GL structures, accruals, and month-end cut-off processes. Experience partnering with Finance teams to ensure accuracy in invoicing, pricing, and reporting. Demonstrated success in process ownership and automation across multiple departments.

KPIs / Success Measures

Pricing & Data Accuracy:

100% accuracy of customer data and pricing tables in Sage by month-end cut-off.

Month-End Close Discipline:

All pricing adjustments, billing, and accruals submitted to Finance on time (target: 100% compliance).

Accrual Accuracy:

Accurate accrual submissions each month for unbilled revenue and customer-related costs.

AR Impact:

Process Automation:

At least one significant process improvement or automation implemented per quarter.

Integration Health:

ERP integrations (Repay, Shopify, Lightspeed) operating without unresolved errors by month-end.

Cross-Functional Feedback:

Positive ratings from Finance, Operations, and Sales on ERP ownership and process leadership.
Hiring salary range

$70,000-$75,000

per year, plus

variable performance bonus

, comprehensive benefits, and holistic total rewards.