Customer Service Manager Job at Randstad (East Garafraxa, Ontario)

Customer Service Manager

Randstad

Location:
Canada , East Garafraxa, Ontario

Category:
Customer Service

Contract Type:
Not provided

Salary:

70000.00 - 80000.00 CAD / Year

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Job Description:

Our client is looking for a dedicated Customer Service Manager to join a premier wholesale distribution company in the Orangeville area. As a global leader in talent solutions, Randstad connects professionals with rewarding careers, and we are proud to partner with a family-oriented organization known for its incredible culture and commitment to internal growth. The Customer Service Manager will oversee a talented team Customer Service Representatives (CSRs) primarily located at the Orangeville office, with remote support for team members in other locations in Ontario. This is a hybrid role, offering one day of remote work after an initial training period, ensuring you have the flexibility to balance your professional and personal life. In this role, the Customer Service Manager will report directly to the Director of Customer Service. You will be expected to take full ownership of the department’s operations, moving away from micromanagement to lead an independent and highly motivated team. A key focus of this position is managing the transition and optimization of a recently implemented ERP system. We need a Customer Service Manager who can champion this technology, training the team to use it effectively while maintaining a positive and solution-oriented atmosphere.

Job Responsibility:

Lead, motivate, and mentor a team of CSRs to achieve departmental goals and high service standards
Monitor and analyze key performance indicators (KPIs) such as call volume, response times, and call length to ensure operational efficiency
Conduct regular coaching sessions and handle difficult performance-related conversations with professionalism and empathy
Serve as the primary point of contact for complex customer escalations, ensuring timely and effective resolution
Manage team attendance, scheduling, and workload distribution to ensure seamless coverage during operating hours (7:30 AM – 5:00 PM)
Implement strategies to maintain team morale during high-pressure seasonal peaks

Requirements:

3–5 years of current managerial experience specifically in a customer care or call center environment
Proven experience leading and supervising a team of at least 5 people
Ability to commute to the Orangeville, Ontario for on-site work 4 days per week
Experience with high-volume inbound call center operations and performance metrics management
Proficiency in Microsoft Office Suite and experience with ERP system implementation or management is a strong asset

Nice to have:

Experience with ERP system implementation or management

What we offer:

Competitive salary range of $70,000 - $80,000 based on experience with two bonuses a year
Comprehensive, 100% employer-paid benefits plan
Weekly RRSP contributions of 3% of earnings, regardless of employee participation
3 weeks of vacation, plus paid personal and sick days
Highly supportive, family-owned company culture with a focus on long-term career advancement
Hybrid work model (4 days on-site, 1 day remote)
Free parking onsite

Additional Information:

Job Posted:
February 15, 2026

Expiration:
March 20, 2026

Employment Type:

Fulltime

Work Type:

Hybrid work

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