Customer Service Manager

We are partnering with a well\-established and growing organization in the Fraser Valley to hire a Customer Service Manager. This is a key leadership role responsible for overseeing customer service operations, enhancing the customer experience, and driving continuous improvement across processes and team performance. This opportunity is ideal for a hands\-on leader who enjoys building strong teams, improving workflows, and collaborating cross\-functionally in a fast\-paced, operationally driven environment. **The Role** The Customer Service Manager will lead the customer service function, ensuring a high standard of service delivery while supporting business objectives. You will be responsible for managing a team, optimizing processes, and acting as a key liaison between customers and internal departments. **Key Responsibilities** • Lead, coach, and develop a team of customer service professionals, including direct oversight of a Customer Service Supervisor • Implement strategies to improve customer satisfaction, retention, and service quality • Manage escalated customer issues, ensuring timely and professional resolution • Monitor team performance, establish KPIs, and provide ongoing feedback and development • Analyze customer service data to identify trends, gaps, and opportunities for improvement • Collaborate closely with sales, operations, production, shipping, and quality teams to ensure a seamless customer experience • Drive process improvements, workflow efficiencies, and service consistency • Maintain strong communication across departments to align service delivery with business needs **What We’re Looking For** • 5\+ years of experience in customer service leadership, ideally within a fast\-paced, operational or distribution environment • Proven experience managing and developing customer service teams • Strong problem\-solving skills with the ability to handle complex and high\-pressure situations • Demonstrated ability to improve processes and drive operational efficiency • Excellent communication and stakeholder management skills • Proficiency in Microsoft Office and customer service/CRM systems • A proactive, accountable, and solutions\-oriented leadership style **Why This Opportunity?** • Opportunity to step into a high\-impact leadership role with strong visibility across the organization • Join a stable, growing company with a collaborative and team\-oriented culture • Ability to influence and improve end\-to\-end customer experience and operations • Competitive compensation package and long\-term growth potential