Customer Service Manager

Univar Solutions • Toronto, ON

9d • Hybrid

About The Position

The Customer Service Manager is responsible for overseeing the day-to-day operations of the customer service department. This role ensures customer inquiries, orders, and issues are handled efficiently and professionally, while maintaining compliance with company policies, industry regulations, and safety standards. The Customer Service Manager will play a key role in building strong client relationships, supporting the sales team, and driving continuous improvement in service levels.

Requirements

• Bachelor’s degree in business, Supply Chain, or related field (or equivalent experience).
• 5+ years of experience in customer service, with at least 2 years in a supervisory or management role.
• Strong leadership, coaching, and team-building skills.
• Excellent communication and problem-solving abilities.
• Proficiency in ERP/CRM systems and MS Office Suite.
• Strong organizational skills and ability to manage competing priorities in a fast-paced environment.

Nice To Haves

• Experience in the chemical distribution, manufacturing, or logistics industry preferred.
• Knowledge of chemical industry regulations (WHMIS, OSHA, DOT, TDG, etc.) considered an asset.

Responsibilities

• Lead, mentor, and develop the customer service team to deliver high-quality service.
• Oversee order processing, from order entry to delivery, ensuring accuracy and timeliness.
• Manage customer accounts, addressing inquiries, complaints, and escalations promptly and effectively.
• Collaborate closely with Sales, Operations and Transportation teams to ensure smooth order fulfillment.
• Monitor KPIs (e.g., on-time delivery, response times, customer satisfaction) and implement improvements as needed.
• Ensure compliance with all relevant regulations, including transportation, handling, and storage of chemicals.
• Maintain strong customer relationships through proactive communication and service excellence.
• Identify opportunities to streamline processes, enhance efficiency, and improve the overall customer experience.
• Provide regular reporting to senior management on customer service performance and trends
• Other duties as required

Benefits

• Competitive salary and performance-based incentives.
• Comprehensive benefits package.
• Opportunities for professional development and career growth.
• A supportive team environment committed to safety and customer satisfaction.
• market aligned pay and incentives
• a diverse benefits offering to support our employees’ physical, emotional, and financial wellbeing.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager