Customer Service Manager

Our mission is to innovate the most sustainable and complete building envelope solutions in the Canadian market, with our trusted employees, customers and communities guiding all that we do. Investing in our people. Innovating our product selection. Sustaining the world that sustains us. We prioritize the potential for success that’s all around us.

Position Summary:

The Customer Service Manager, West is responsible for delivering best-in-class service standards across their designated region. Reporting to the Director of Customer Service, this role leads the inside sales/customer service team to support both internal and external stakeholders with efficiency, empathy, and accuracy. Success in this position will come from a proactive approach to cross-functional collaboration, team development, and the leveraging of customer and operational data to improve service quality and customer satisfaction. The role will act as the regional voice of the customer and a key partner to regional sales, operations, logistics, and technical services teams. Some travel to key clients with Sales Managers will be expected.

Key Accountabilities:

1. Lead and Develop the Regional Customer Service Team: Recruit, train, mentor, and evaluate inside sales and customer service representatives to build a high-performing, motivated team aligned with regional and national service goals.

2. Deliver Exceptional Customer Service and Drive Operational Excellence: Ensure best-in-class service delivery by managing customer expectations, resolving complex issues, and collaborating cross-functionally with sales, logistics, and technical teams to optimize order fulfillment and customer satisfaction.

3. Leverage Data and Systems to Monitor Performance and Improve Service Quality: Utilize CRM/ERP systems and customer feedback to track team productivity, analyze service trends, and implement continuous improvements aligned with KPIs and the overall customer service strategy.

Major Responsibilities

- Delivering exceptional customer service experiences to drive loyalty and retention.

- Leading, mentoring, and developing a high-performing regional customer service team.

- Implementing and maintaining service standards, processes, and KPIs in line with national customer service strategy.

- Collaborating with sales, operations, and logistics to ensure smooth order fulfillment and issue resolution.

- Managing customer expectations through clear communication, accurate information, and timely follow-up.

- Championing the use of data and CRM/ERP systems to track performance and improve outcomes.

- Recruit, train, coach, and evaluate inside sales/customer service representatives in the region.

- Monitor team workflows and resource allocation to ensure appropriate coverage and productivity.

- Conduct regular team meetings, training sessions, and performance reviews.

- Lead regional implementation of national customer service initiatives and tools.

- Partner with the Sales Manager, Production, Logistics, and Technical Services to coordinate on-time deliveries, manage escalations, and resolve issues.

- Ensure the integrity and completeness of pricing and customer data, order entry, and issue tracking in ERP and CRM systems.

- Review and respond to customer feedback to identify trends and initiate service improvements.

- Provide regular reports to the Director of Customer Service on team performance and regional challenges.

- Act as the escalation point for complex customer issues in the region.

- Coordinate as necessary with Claims Department to support Efficient closing of customer complaints.

Qualifications:

- Post-secondary education in Business Administration or a related field (Bachelor’s degree preferred).

- 5+ years of customer service or inside sales leadership experience, preferably in manufacturing, building materials, or construction industries.

- Experience managing distributed teams and supporting cross-regional or national operations.

- Proven ability to build, motivate, and lead effective teams.

- Deep understanding of customer needs and how to meet them efficiently and empathetically.

- Able to interpret service data and KPIs to guide decision-making and improve outcomes.

- Skilled at working across departments to solve problems and align efforts.

- Strong understanding of order-to-cash processes and system workflows.

- Familiarity with SAP, Salesforce, and customer communication platforms.

- Strong written and verbal communication skills; ability to handle conflict and negotiate solutions.

How do we win? We win when we care. Care for our people. Care for our products. Care for our planet. Because when we can count on each other, we can count our collaborations as victories.

Vicwest welcomes and encourages applications from people with disabilities. Accommodations are available on request for candidates taking part in all aspects of the recruitment and selection process.

Job Types: Full-time, Permanent

Pay: From $78,000.00 per year

Benefits:

- Casual dress

- Company events

- Dental care

- Disability insurance

- Employee assistance program

- Extended health care

- Life insurance

- Paid time off

- Profit sharing

- RRSP match

- Tuition reimbursement

- Vision care

- Wellness program

Work Location: In person