Manager, Customer Service

Bolton Terminal (Head Office)
32 Simpson Rd
Bolton, ON , CAN

About the Role

Reporting to the Customer Development & Pricing Manager, the Customer Service Manager is responsible for leading and developing the Customer Service team while ensuring the delivery of exceptional service to Titanium's customers. This role serves as the primary liaison between customers, operations, dispatch, drivers, and leadership teams to ensure customer satisfaction, operational excellence, and continuous improvement.

The Customer Service Representatives report directly to this position. The successful candidate will oversee daily customer service operations, coach and mentor team members, manage escalated customer concerns, and drive service standards that support Titanium's commitment to customer excellence.

Key Accountabilities

• Lead, coach, and develop a team of Customer Service Representatives, fostering a collaborative and customer-focused culture.
• Oversee daily customer service operations and ensure timely, professional, and accurate communication with customers through phone and email.
• Act as the primary escalation point for complex customer inquiries, service failures, and shipment-related issues.
• Build and maintain strong customer relationships through proactive communication and effective issue resolution.
• Collaborate with Dispatch, Operations, Drivers, and other internal stakeholders to ensure customer expectations are met.
• Monitor and report on customer service performance metrics, service levels, and team productivity.
• Manage team scheduling, workload distribution, attendance, and vacation planning.
• Review customer feedback, identify trends, and implement continuous improvement initiatives to enhance service delivery.
• Ensure accurate maintenance of customer records, databases, reporting, and shared documentation.
• Utilize TMW and other systems to support shipment visibility, order management, and customer reporting requirements.
• Develop and maintain customer service procedures, best practices, and operational standards.
• Partner with the Terminal Manager and Human Resources on employee relations, staffing, and succession planning activities.
• Perform other related duties and special projects as assigned.

Position Requirements

• Minimum 5 years of customer service experience, preferably within transportation, logistics, or supply chain operations.
• Minimum 3 years of leadership or supervisory experience.
• Post-secondary education in Business, Logistics, Supply Chain, or a related field is considered an asset.
• Experience managing and developing customer service teams.
• Strong understanding of transportation operations and customer service best practices.
• Experience with TMW or other Transportation Management Systems (TMS) is considered an asset.
• Advanced proficiency in Microsoft Office Suite, including Excel, Word, and Outlook.
• Proven ability to manage multiple priorities and drive results in a fast-paced environment.

• Annual salary of $75, per year
• Career growth opportunity within an industry leading logistics company
• Group Benefits offered - health and dental
• Employee engagement events
• Strong leadership, coaching, and team-building skills.
• Customer-focused mindset with a commitment to service excellence.
• Excellent verbal and written communication skills.
• Strong organizational and time management abilities.
• Effective problem-solving and conflict-resolution capabilities.
• Ability to build strong relationships with customers and internal stakeholders.
• Sound judgment, decision-making, and accountability.
• Adaptability and ability to thrive in a fast-paced, deadline-driven environment.
• Continuous improvement mindset with a focus on operational efficiency and customer satisfaction.

Titanium…