Customer Service Manager

We are partnering with a well-established and growing organization in the Fraser Valley to hire a Customer Service Manager. This is a key leadership role responsible for overseeing customer service operations, enhancing the customer experience, and driving continuous improvement across processes and team performance.

This opportunity is ideal for a hands-on leader who enjoys building strong teams, improving workflows, and collaborating cross-functionally in a fast-paced, operationally driven environment.

The Role

The Customer Service Manager will lead the customer service function, ensuring a high standard of service delivery while supporting business objectives. You will be responsible for managing a team, optimizing processes, and acting as a key liaison between customers and internal departments.

Key Responsibilities

• Lead, coach, and develop a team of customer service professionals, including direct oversight of a Customer Service Supervisor
• Implement strategies to improve customer satisfaction, retention, and service quality
• Manage escalated customer issues, ensuring timely and professional resolution
• Monitor team performance, establish KPIs, and provide ongoing feedback and development
• Analyze customer service data to identify trends, gaps, and opportunities for improvement
• Collaborate closely with sales, operations, production, shipping, and quality teams to ensure a seamless customer experience
• Drive process improvements, workflow efficiencies, and service consistency
• Maintain strong communication across departments to align service delivery with business needs

What We’re Looking For

• 5+ years of experience in customer service leadership, ideally within a fast-paced, operational or distribution environment
• Proven experience managing and developing customer service teams
• Strong problem-solving skills with the ability to handle complex and high-pressure situations
• Demonstrated ability to improve processes and drive operational efficiency
• Excellent communication and stakeholder management skills
• Proficiency in Microsoft Office and customer service/CRM systems
• A proactive, accountable, and solutions-oriented leadership style

Why This Opportunity?

• Opportunity to step into a high-impact leadership role with strong visibility across the organization
• Join a stable, growing company with a collaborative and team-oriented culture
• Ability to influence and improve end-to-end customer experience and operations
• Competitive compensation package and long-term growth potential