Customer Services Manager - Parts & Services

Sandvik Mining is seeking a Customer Services Manager
- Parts & Services

Location:

Lively, ON At Sandvik, we offer you a world of opportunities. Our diverse businesses and global network enable you to explore your potential and thrive. We recognize your performance and offer various ways to fuel your growth towards exceptional achievements. Currently, we have an opening for a Customer Services Manager
- Parts and Services. The Customer Services Manager is responsible for leading the customer parts supply experience for Sandvik Mining in Sales Area Canada. In this role, you will oversee customer service operations, CSSR and Order Desk performance, pricing and quotation support, critical parts escalation, digital service enablement, and continuous improvement initiatives. You will play a key role in enhancing the overall customer experience and making Sandvik easier to do business with for our mining customers across Canada.

Are you an experienced leader in customer service and parts operations who thrives on driving performance, continuous improvement, and customer satisfaction? If so, we want to hear from you! While searching for the best opportunity for yourself today, we are already thinking ahead of your future tomorrow.

• Customer Support Centre Leadership Lead and develop the Canadian Customer Support Centre team.
• Drive service performance, customer responsiveness, and continuous improvement.
• Manage staffing, recruitment, onboarding, coaching, succession planning, and employee development.
• Establish and track customer service KPIs and service-level expectations.
• Foster a customer-focused culture across the organization.

• Serve as the senior escalation point for critical customer issues.
• Resolve machine-down situations, emergency orders, and service recovery issues.
• Coordinate cross-functional responses across sales, logistics, sourcing, planning, warehousing, and field service teams.
• Ensure customer commitments are communicated and managed effectively.

• Own national open order performance and resolution strategies.
• Drive prioritization of machine down, critical customer orders, and shortages.
• Lead initiatives to improve lead time, fill rate, on-time delivery, and order accuracy.
• Review and manage strategic project orders.
• Escalate and coordinate supply solutions with global logistics and sourcing teams.

• Partner with warehouse, transportation, and planning teams to ensure efficient product movement.
• Support inventory optimization and customer delivery performance.
• Participate in cross-functional supply chain improvement initiatives.

• Support the implementation of pricing strategies and customer price agreements.
• Work closely with Pricing Analysts, Account Managers, and Sales leadership on customer pricing initiatives.
• Ensure adherence to pricing governance within Parts & Services operations.

• Own and improve CSC processes, controls, and operational standards.
• Ensure compliance with company policies, trade requirements, customer master data processes, and order management procedures.
• Champion continuous improvement initiatives using Aurora/SAP and other business systems.
• Develop and maintain operational reporting, SOPs, and KPI dashboards.

We are ethical and compliant, dedicated to health, safety, and sustainability. We put health and safety first!

Minimum 5 years of leadership experience in customer service, parts support, order fulfillment, supply chain, aftermarket service, distribution, heavy equipment, industrial operations, mining, manufacturing, or a related environment. 3 to 5 years of experience leading, coaching, developing, or supervising a customer service, inside sales, order desk, CSSR, or operational support team. Strong working knowledge of parts ordering, quote support, pricing support, availability checks, order status, backorders, expediting, logistics, and customer escalation handling.

Demonstrated ability to use CRM, ERP, reporting dashboards, Microsoft…