Introduction

Senior Manager, Customer Service

Richmond Hill, Ontario

What are you going to do 

Responsibilities

  • Oversee daily activity of PM and CSR teams ensuring both departments are performing as expected while addressing any deficiencies that may be required.
  • Working closely with the supervisor of the customer services team to address any issues within the department.
  • Directly manage the project management team ensuring all the duties and responsibilities of the team are being met.
  • Monitor daily/weekly/monthly reports and provide appropriate updates/follow-up/feedback to both teams as well as ownership.
  • The ability to step in and handle various responsibilities of your team when required - you will be trained in both roles to be able to step in and also determine the efficiency and efficacy of your team members.
  • Schedule/approve time-off for the PM team and CSR supervisor.
  • Monitor and evaluate the current processes and productivity of both teams.
  • Develop a strong knowledge/understanding of current products and processes. Provide guidance and support to team members to work through challenging situations.
  • Recruitment, Training & Development for both teams, supporting and evaluating the CSR supervisor for the CSR team.
  • Conduct annual performance reviews for the PM team and CSR supervisor.
  • Communicate with ownership on an on-going basis including scheduled weekly check-in meetings to review updates with the team/issues/processes/etc.

Essential skills and knowledge

Requirements

  • Minimum 5+ years of management experience leading a team of 5 or more employees
  • Secondary education (specifically in business/administration) is an asset
  • Familiarity/experience with SAP is an asset
  • Excellent written and verbal communication, interpersonal skills and the ability to effectively interact with a variety of individuals and departments throughout the company
  • Computer Proficiency with MS Office Applications
  • Ability to read AUTOCAD drawings is an asset
  • Strong attention to detail, organization and time management skills
  • Natural leader who fosters engagement and a positive team environment with strong people management skills
  • Strong ability to manage relationships with customers, distributors and other departments
  • Must have the ability to handle difficult/crucial conversations with employees and peers
  • Strong analytical skills, and proficient in the use of statistical tools in problem solving
  • Self-motivated and excited by the prospect of working in a dynamic, entrepreneurial environment
  • Must have leadership skills with the drive to teach, develop and mentor other members of the team
  • A strong understanding of sales principles and customer service practices
  • Previous experience in providing support to a sales team

What we offer 

What We Offer

Why apply through Brunel? Finding the next step in your career can be a fulltime job in itself. We manage the process for you: from submitting your resume to coordinating interviews to extending offers and assisting with on-boarding. We'll get you going while you get on with the job.

About Us

Brunel has a reputation for working with some of the best in the business. That's what we continually strive for. Over 45 years, we've created a global network of interesting clients and talented individuals working together through a vast array of services.

Closing: 24 May 2026

Apply Now

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Process of your application

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Application process & contact

We will now begin examining your application: We will take a close look at your application documents and ask you for additional information if necessary. If your qualifications match our requirements, we will invite you to meet us for the first time.

Project discussion with our customer

If the introductory meeting goes well for you and us, we will arrange a meeting with the customer who has the perfect project for you. This gives you the opportunity to find out more about the customer and the project.

The decision

If you enjoyed the project discussion and the customer is also convinced of your expertise, we will ask you the final and decisive question: Do you want to get started at Brunel?

Introductory conversation with Brunel

In an introductory meeting, we would like to find out more about your interests, ambitions and professional developments. At the same time, we report on working at Brunel and provide information about all career opportunities and prospects.

Welcome to Brunel

Now great times are beginning! With Brunel you have countless opportunities to help shape technological progress. You decide how your career path goes. We support you in every phase of your career. You always have security behind you: Brunel!