Customer Service Manager

The National Customer Service Manager plays a key role in driving excellence in customer experience in alignment with IPEX’s customer intimacy strategy. They lead a high-performing team of regional customer service managers, fostering a culture of service excellence, operational efficiency, and continuous improvement. With a strategic mindset and a deep understanding of customer service and sales operations within a manufacturing context, the incumbent ensures that service delivery helps to strengthen customer relationships and contributing to long-term business success.

Salary: 74, depending on experience

• Provide strategic leadership and mentorship to a national team of customer service managers, fostering a high-performance culture focused on service excellence and team development.
• Champion organizational transformation initiatives, including the implementation of new systems and processes, ensuring seamless adoption and alignment with business objectives.
• Establish and monitor performance metrics (KPIs) to drive accountability and measure success in areas such as order accuracy, responsiveness, and customer satisfaction.
• Oversee the resolution of complex service issues—including order discrepancies, pricing challenges, returns, and delivery concerns—ensuring timely and customer-centric outcomes.
• Set clear direction and expectations for the customer service team, aligning team goals with broader organizational priorities.
• Collaborate closely with Sales leadership to ensure customer service teams are informed of market dynamics, customer needs, and emerging challenges.
• Drive operational excellence by evaluating and optimizing customer service resources, processes, and best practices to ensure maximum efficiency and scalability.
• Communicating company activities and changes so that the team is always engaged in the big picture.
• Arranging training on products, systems, and processes so that CSR’s can continually grow and improve their knowledge and efficiency.

• Ensuring adequate resources are assigned to service customers, so that orders, quotes, RMA’s and other transactions are completed in a timely manner.
• Develop strong relationships with retailer customer service teams, buyers, and logistics contacts.
• Collaborate with Sales, Logistics, and Marketing to ensure programs, promotions, and product launches are executed effectively.

• Partner with IT and ERP teams to streamline order-to-cash processes (e.g., SAP, Oracle, or Microsoft Dynamics).
• Drive automation and digital self-service tools tailored to retail partner needs (EDI, retailer portals, etc.).
• Ensure compliance with retailer-specific routing guides, labeling standards, and service level agreements (SLAs).

• Analyze service metrics and retailer scorecards to identify trends and areas for improvement.
• Provide weekly and monthly service performance updates to senior leadership.
• Collaborate on forecasting and planning to ensure inventory availability and order accuracy.

• Post-secondary education, preferably in business or a related field.

• Minimum 5 years’ experience in customer service, plus 5+ years leadership experience
• Experience in an SAP environment preferred
• Experience in a manufacturing environment preferred
• Experience with customers and in depth understanding of the expectations.
• Computer literate, good command of Microsoft programs with advanced Excel skills

• Strong leadership, administrative and analytical skills
• Positive attitude, driven to provide a positive, productive environment
• Ability to communicate with all levels of staff and management
• Service…