Customer Service Manager

Prollenium Medical Technologies Inc.

. Lead, coach, mentor, and develop the Customer Service team .

Posted 10/3/2026contractRichmond Hill • CanadaMid-LevelSenior💰 CA$60,000 - CA$65,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates strong leadership in developing high-performing customer service teams while driving continuous improvement initiatives and optimizing customer service processes. Proficient in analyzing data to establish and monitor KPIs, ensuring operational efficiency and customer satisfaction.

Highest-signal resume keywords

Customer Service LeadershipKPI Development and MonitoringProcess Improvement InitiativesData Analysis and ReportingERP and CRM Systems Experience

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Customer Service ManagementPerformance MetricsData AnalysisMicrosoft ExcelOrder ManagementOperational EfficiencyContinuous ImprovementCustomer SatisfactionDocumentation VerificationReturns Management

Soft Skills

LeadershipCoachingCollaborationCommunicationProblem Solving

Tools & Technologies

ERP SystemsCRM SystemsMicrosoft OfficeMicrosoft TeamsBusiness Reporting Tools

Industry Keywords

ManufacturingMedical DeviceDistributionRegulated EnvironmentCustomer Experience

Tech Stack

Tools & technologies

ERP

About the role

Key responsibilities & impact

Lead, coach, mentor, and develop the Customer Service team
Establish performance expectations and provide coaching, feedback, and development opportunities
Conduct performance reviews, development planning, and succession planning
Lead continuous improvement initiatives for customer service processes, order management, service levels, and operational efficiency
Analyze customer service and business data to identify trends, root causes, risks, and opportunities
Develop and monitor KPIs including order accuracy, process cycle time, response and complaint resolution times, customer satisfaction, and service level attainment
Implement corrective and preventive actions when performance falls below targets
Partner with cross-functional teams to streamline processes, eliminate waste, improve communication, and enhance customer experience
Support optimization of ERP, CRM, and customer service technologies
Oversee customer account setup, maintenance, compliance, documentation verification, and order processing
Manage returns, refunds, and Returned Merchandise Authorizations (RMAs)
Oversee payment-related activities and resolve order-processing issues with Sales and Finance
Manage sales representative inventory and car stock programs
Communicate customer insights, trends, risks, and opportunities to leadership
Prepare and present customer service metrics, performance reports, business insights, and recommendations
Support strategic initiatives and other assigned duties
Report to the Vice President, Product Supply & Contingency Planning

Requirements

What you’ll need

Minimum 5 years of customer service experience, including at least 3 years in a leadership or management role
Demonstrated success leading and developing high-performing customer service teams
Experience establishing, monitoring, and improving customer service KPIs and performance metrics
Experience driving process improvement and operational excellence initiatives
Experience working within ERP and CRM systems
Strong analytical capabilities with experience using data to identify trends and drive business decisions
Advanced Microsoft Excel skills with ability to analyze data and create meaningful business reports
Strong knowledge of Microsoft Office applications including Excel, Word, PowerPoint, and Teams
Experience supporting customer service functions within a manufacturing, medical device, distribution, or regulated environment is considered an asset
Excellent written and verbal communication skills
Proven ability to effectively collaborate across Sales, Operations, Supply Chain, Quality, Finance, and other functional areas
Leadership, talent development, customer focus, continuous improvement, accountability, decision making, problem solving, collaboration, and teamwork competencies

Benefits

Comp & perks

Competitive compensation
Benefits
Development opportunities