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

Do you have questions?

Vacancy reference: PR-279616

AD

Corporate recruiter

Alyssa DeRosario

+1 403 539 5009

Contact

Application process

First Contact

We carefully review your application and in the coming weeks, you will be notified for an interview session if you are selected. Only shortlisted candidates will be contacted within 7 days.

Scheduling an Interview

After being shortlisted, you will be contacted via email or telephone to arrange for a date on your availability for the qualification interview.

Phone/ Qualification Interview

During the interview, you will be assessed on your level of experience and skills, work history, availability, and the qualifications the company is seeking for the position.

Meeting in Real Life

After successfully making through the phone interview, a face to face interview will be scheduled between the candidate and recruiter. This session can be a more in-depth  interview to review your communication and interpersonal skills.

Application for the Position

Submission of candidates resume for client’s approval and screening.

Are you the perfect match for this vacancy? Apply in 1 minute and let's get in touch!

your-application-process[1]