Bilingual Customer Service Manager - Canada
Greater Toronto Area, ON
Operations /
Full Time Permanent /
Hybrid
Our client, a well-respected and established organization within the hospitality & apparel sector in Canada, is seeking a dynamic and experienced Bilingual Customer Service Manager to lead their Canadian customer service operations.
This role requires strong leadership skills, an eye for process improvement, and the ability to translate customer needs into actionable solutions. Reporting to the Operations Manager, this role serves as a key conduit between the Canadian operations team and U.S. System Services, ensuring alignment, training, and support.
Are you a passionate and results-oriented customer service leader with a knack for building high-performing teams? Do you thrive in a fast-paced environment and possess exceptional communication skills in both English and French? This role is for you.
Key Responsibilities
- Team Leadership & Development
- Supervise and lead the Canada-based Customer Service Associates.
- Coach team members to enhance service performance, communication, and efficiency.
- Set and enforce performance standards, conduct 1:1 coaching sessions, and support team development plans.
- Celebrate wins, foster team engagement, and reinforce a customer-first mindset.
- Customer Experience & Service Execution
- Ensure timely and accurate handling of customer orders, inquiries, and escalations across multiple channels (phone, email, web).
- Maintain strong familiarity with products and systems (CRM, order entry, embroidery systems).
- Track open/pending orders and follow through to resolution, prioritizing an exceptional customer experience.
- Respond to or manage escalated customer issues, ensuring appropriate follow-up and resolution.
- System Integration & Process Optimization
- Collaborate with the U.S. System Services team to roll out updates, training, and process documentation related to tools like Salesforce, Sage, JotForms, and Webdam.
- Support the implementation of service improvement projects, SOP enhancements, and training initiatives.
- Analyze service metrics and customer feedback to identify areas of opportunity and ensure consistency with global service benchmarks.
- Cross-Functional Collaboration
- Work closely with Sales, Distribution, Embroidery, and Operations teams to ensure seamless order fulfillment and cross-departmental communication.
- Partner with the Director of Operations and Operations Manager to ensure alignment between customer service and broader operational priorities.
- Provide input into customer-facing processes, service standards, and escalations to ensure a consistent and efficient customer journey.
Background and qualifications
- A strong and compassionate leader who leads by example.
- A solutions-driven, detail-oriented professional who thrives in dynamic, fast-paced environments.
- A bilingual communicator who can connect effectively with both French- and English-speaking customers.
- A team builder who values recognition, accountability, and development.
- 5+ years of progressive experience in customer service, with at least 2 years in a supervisory or managerial capacity.
- Fluency in both French and English (verbal and written) is required.
- Proven track record of developing high-performing teams.
- Strong understanding of CRM, order entry systems, and customer interaction tools (Salesforce experience preferred).
- Excellent communication, problem-solving, and multitasking skills.
- Familiarity with ERP systems and cross-functional collaboration in a distribution or product-based business is preferred.
Other requirements
- Prolonged desk work, including extended use of a computer and telephone.
- Occasional lifting of up to 10 lbs.
- On-site presence required in the Canada office to lead the team and collaborate with operations.
AIP Connect believes in equal opportunity. Our recruitment consultants are committed to inclusive recruitment and selection practices and will not discriminate based on age, colour, ability, national origin, race, religion, sex, or sexual orientation.
Accessibility: If you need any accommodations during the interview process, please let us know.
