Customer Service Manager

Aliaxis•Oakville, MB

3d•Onsite

About The Position

IPEX is seeking a people-focused, results-driven Customer Service Manager to oversee and evolve their team of customer service professionals. Based out of their Oakville, Ontario office, this is a high-impact role responsible for building strong teams, driving operational excellence, and delivering a consistently outstanding experience for customers across North America. This is a full-time position for an expected duration of 12 months, with the possibility of extension or a flip to permanent.

Requirements

Post-secondary education or equivalent business leadership experience.
5+ years of customer service experience.
Proven people leadership capability.
ERP experience (SAP strongly preferred).
Strong Excel and Microsoft Office skills.
Customer-centric leader with strong judgment.
Comfortable leading through change.
Data-driven and results-oriented.
Collaborative and people-focused.

Responsibilities

Lead, coach, and develop a high-performing customer service team.
Deliver a consistently high-quality customer experience across orders, pricing, credits, returns, and deliveries.
Serve as the senior escalation point for complex customer issues.
Drive continuous improvement, efficiency, and customer advocacy.
Partner closely with Sales and cross-functional teams.
Optimize order-to-cash processes within ERP systems (SAP preferred).
Lead teams through system implementations and change initiatives.
Ensure compliance with SLAs, routing guides, and customer standards.
Advance automation and digital self-service solutions.
Establish and monitor KPIs and service metrics.
Translate data into actionable improvements.
Provide regular service performance updates to leadership.
Support forecasting and operational planning.