Job Customer Service Manager in Mississauga

Customer Service Manager

Job description

About the Position:

Reporting to the Vice President of Operations, the Customer Service Managers' mission is to establish a customer service strategy that compliments the business’ process. This position will be integral to achieving customer satisfaction objectives and managing our team of successful customer service members. An in depth understanding of client accounts is required to adequately support and retain the existing client base. The success of the CSM is dependent on being a hands-on leader, working in tandem with the team to identify and resolve any potential risks and respond effectively to critical situations.


· Ensure that customer satisfaction KPIs are met

· Ensure that sales order processing is on target

· Identify and resolve potential issues

· Manage complaints and inquiries

· Ensure compliance with the customer service process and business rules.

· Ensure that documentation required for your team’s activities is valid and complete.

· Track your team’s performance indicators.

· Facilitate exchanges between your unit and those you work with.

· Prevent crisis situations by acting in a timely manner and escalating when necessary.

· Foster the emergence of ideas for improvement and innovation within your team.

· Oversee the implementation of improvements to your unit’s current processes.

· Strengthen your business unit’s customer relationships.

· Ensure SOPs are understood and applied

  • Flexible is required for shift start and end times, within reasonable HOS requirements

Experience and Qualifications:

  • 5+ years of managerial experience required
  • 7+ years of Customer Service experience required
  • High school diploma required
  • Post-secondary diploma in supply chain/ logistics an asset
  • Transportation/ Logistics industry experience an asset
  • Intermediate use of MS Office Suite


  • Decision-making
  • Client-focus
  • Flexibility and ability to adapt
  • Coaching
  • Team leadership
  • Action-based focus

The Ideal Candidate:

· Passion for people – customer-oriented with excellent communication skills

· Leadership and a collaborative spirit that inspire and engage teams to achieve excellence.

  • Ability to develop a deep understanding of an operational context, customers’ businesses and Cascades' value proposition
  • Ability to help team members develop and achieve their goals.
  • Sound judgment to ensure follow-up and effective implementation of solutions in accordance with company priorities and to make appropriate decisions.
  • Enjoyment of problem-solving ability to self-prioritize daily tasks and work in a fast-paced environment
  • Skill with multitasking and multichannel support (telephone, email, online systems)
  • Highly organized with an exceptional attention to detail
  • Comfortable using Dayforce an asset
  • You are flexible regarding start/end times (if needed)
  • Ability to manage and develop a CSR team

We Offer:

· Extended health benefits (prescription, vision, dental, massage therapy, mental health, etc.)


· Safety Incentive Program

· Paid on-site training

· Consistent routes for most positions

· Consistent equipment for most positions

· Permanent employment (all year-round)

· Positive, team-oriented, and safe work environment


· No chemical exposure

· Standard office environment

Why us:

With over 40 years in operation, Cardinal Couriers Ltd proudly services Ontario and Quebec. We are a leading provider specializing in early morning delivery service, known as 'pre-8am deliveries', which we accomplish through our unique a vault system and key access.

Proudly servicing the automotive, construction, agriculture, marine, industrial and many other vertical markets, we feel our competitive advantage is in the design of our operations and sets us apart from the rest. Our team is the strength and reputation of Cardinal, and the commitment of our employees has fostered an environment dedicated to superior service and development opportunities.

We are committed to providing a safe, collaborative and transparent team environment where each member can contribute their unique skillset and explore their personal and professional growth potential with Cardinal.

Cardinal Couriers Ltd. believes in a diverse and accommodating workplace. We encourage and promote employment and partnership from individuals, regardless of gender, age, race, ethnicity, disability or otherwise. Our team is committed to providing full accommodation for persons with disabilities in all active processes and procedures including but not limited to the recruitment process. To request any accommodation, you may require to participate in the recruitment process (including alternative formats of materials or accessible meeting rooms) contact us immediately to privately discuss your needs.

Job Types: Full-time, Permanent

Salary: $65,000.00-$75,000.00 per year


  • Dental care
  • Disability insurance
  • Employee assistance program
  • Extended health care
  • Life insurance
  • On-site parking
  • Vision care


  • Day shift
  • Monday to Friday

Ability to commute/relocate:

  • Mississauga, ON L4V 1S6: reliably commute or plan to relocate before starting work (required)


  • Management: 4 years (required)
  • Customer Service: 6 years (required)
Job Customer Service Manager in Mississauga

Cardinal Couriers