Customer Service Manager - London, ON

Trojan Technologies•London, ON

1d•CA$80,000 - CA$90,000•Hybrid

About The Position

Reporting to the Senior Manager, Customer Service, the Customer Service Manager is responsible for leading and developing a high-performing customer service team while driving operational excellence and continuous improvement across the end-to-end customer experience. This position is part of the Customer Service department located in London, Ontario, Canada and will be hybrid. A portion of this role is to manage a team by providing leadership and drive strategic processes to establish a world class customer support organization. Responsible for providing a high level of support for all the department’s customers, both external and internal. (~75%). A portion of this role is also responsible for driving Customer Health Index (CHI). Trojan’s enterprise framework for measuring customer health across the lifecycle. Through disciplined Daily Management, CHI integrates cross-functional performance indicators to enable early risk detection, prioritize actions, and drive sustained improvements in customer confidence, retention, and long-term value. (~25).

Requirements

Bachelor’s degree or post-secondary education in a related discipline
5+ years of customer-facing experience with progressive responsibility in a service, operations, or industrial environment
2+ years of people leadership experience, including direct supervision of a team
Demonstrated experience managing order-to-delivery or order management processes in a complex environment
Proven ability to analyze operational/customer data and drive measurable process improvements
Experience working cross-functionally with multiple business functions (e.g., Sales, Operations, Supply Chain) to resolve customer issues

Responsibilities

Lead and develop teams through situational leadership and coaching.
Effectively collaborate with cross-functional partners across Customer Service, Sales, Technical Support, Operations, Supply Chain, and Finance.
Analyze operational and customer data (e.g., CS Team, CHI, CSAT within Aria Filtra), identify trends and gaps, and apply structured problem-solving methods to drive sustainable process improvements.
Manage order-to-delivery processes, prioritizing multiple tasks, organizing and ensuring efficient execution that supports a high-quality, end-to-end customer experience.
Meet department goals for productivity, quality and opportunistic sales by guiding and monitoring the team for adherence to current processes and goals.
Develop a team to perform complex customer service roles and ensure standard work is defined.
Constantly evaluate the current state for opportunities for continuous improvement.
Achieve key performance indicators (KPIs) through visual management and countermeasures.
Drive Customer Health Index (CHI).