Customer Service Manager
Job in
Hamilton, Ontario, Canada
Listing for:
American Iron & Metal
Full Time
position
Listed on 2026-02-23
Job specializations:
-
Customer Service/HelpDesk
Customer Success Mgr./ CSM, Client Relationship Manager
-
Management
Client Relationship Manager
Salary/Wage Range or Industry Benchmark: 90000 - 120000 CAD Yearly
CAD
90000.00
120000.00
YEAR
Job Description & How to Apply Below
Company Description
American Iron & Metal (AIM) is a family-owned company and recognized global leader in the metal recycling industry with more than 125 sites and 4000 employees worldwide. We have continued to prosper for the last eight decades thanks to the dedication of our employees and the ongoing trust and support of our customers.
Become part of team AIM, a growing team with an entrepreneurial spirit who has over the years evolved into a successful and multifaceted company with business divisions that include metal recycling, decommissioning and demolition, auto-parts sales and recycling, manufacturing of solder assemblies, construction waste recycling, and production of customized industrial and mining products.
We take pride in doing good things for the environment to help create a greener, more sustainable future for all.
It’s simple; we do it right. We AIM for excellence.
Job Description
American Iron & Metal (AIM) is looking to add a Customer Service Manager to join our growing logistics team. As an AIM CSM, you will lead the customer service team to deliver exceptional customer experiences. This role is responsible for overseeing daily operations, improving service processes, resolving escalated issues, and ensuring customer satisfaction aligns with company standards and goals. The scope of work consists of 1500 customers, 24 operations and over 100 drivers.
What you’re responsible for:
Lead, coach, and develop customer service representativesMonitor team performance and provide regular feedback and trainingHandle escalated customer complaints and complex service issuesDevelop and implement customer service policies and proceduresTrack and analyze customer service metrics (CSAT, response time, resolution rate, etc.)Collaborate with other departments to improve customer experienceEnsure consistent, high-quality service across all customer touchpointsPrepare reports on team performance and customer trendsManage scheduling, staffing levels, and workflow optimizationQualifications
To join our team:
You have a bachelor’s degree in Business, Communications, or a related field (or equivalent experience)You have proven experience in customer service, with leadership or supervisory experience preferredYou have strong communication, problem-solving, and conflict-resolution skillsYou have the ability to lead and motivate a team in a fast-paced environmentYou are proficient with CRM systems and customer service softwareYou have strong organizational and time-management skillsYou have leadership and people management skills, with emotional intelligence and patience.You have a customer-focused mindset.You have the ability to make data-driven decisions and improve processes.You have excellent verbal and written communication skills.Additional Information
What we offer!
A competitive wage, vacation, benefits and a RRSP matching programAnnual AIM tuition scholarship program up to $8,500 per eligible dependentsThe tools and support needed to be successful in your career and professional developmentA dynamic & rewarding work environment that is also a lot of fun!This role offers a competitive compensation package with an annual salary range of $90K-$120K.
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