Hamilton Kent is a leader in providing innovative sealing solutions for infrastructure applications. Our mission is to shape a better tomorrow by connecting communities through resilient and sustainable products.

We currently have an exciting opportunity for a Customer Service Manager. This role is based in Etobicoke and reports to the Director, Sales and Marketing

Don’t miss the opportunity to join a diverse group of people-centric professionals, thought leaders, rapid thinkers, entrepreneurs in spirit, and status quo-fighters!

The compensation for this position is between $88,600 and $111,800 annually, based on experience and qualifications.

Job Summary

As the Customer Service Manager, you’ll lead a dynamic team of Customer Service Representatives (CSRs) to deliver a consistent, high-quality customer experience aligned with Hamilton Kent’s customer intimacy strategy. You’ll have the opportunity to shape service delivery, drive operational efficiency, and foster continuous improvement in a fast-paced manufacturing environment. Your leadership will directly impact customer satisfaction and support our broader business goals.

Principal Responsibilities

• Lead, coach, and support a team of CSRs, fostering a collaborative and service-oriented culture.
• Oversee onboarding and training, ensuring team members are equipped with product, system, and process knowledge.
• Champion transformation initiatives and SAP stabilization efforts.
• Resolve escalated customer issues related to orders, pricing, returns, and delivery.
• Collaborate with Sales to align on market conditions and customer needs.
• Monitor team performance using KPIs to drive accuracy, responsiveness, and satisfaction.
• Provide backup support during peak periods and prioritize urgent backlogs.
• Partner with IT and ERP teams to streamline order-to-cash processes.
• Analyze service metrics and provide regular performance updates to leadership.
• Own and administer SAP-related processes including SOPs, backlog reviews, approvals, and master data updates.

Qualifications & Experience

• Minimum 5 years of experience in customer service management within a manufacturing environment.
• Strong proficiency in SAP and Microsoft Office, especially Excel and PowerPoint.
• College diploma or university degree, or equivalent experience.
• Proven ability to lead teams through change and system implementations.
• Experience with service analytics and performance reporting.

Core Competencies

• Collaborate & Influence: Build strong relationships and align cross-functional teams.
• Customer Obsessed: Demonstrate a deep commitment to understanding and exceeding customer expectations.
• Improve & Innovate: Continuously seek better ways to work and deliver value.
• Willingness to Learn: Embrace change and pursue ongoing development.
• Think Strategically: Translate vision into actionable strategies that drive results.

Hamilton Kent is committed to providing accommodations for people with disabilities throughout the recruitment process. Upon request, we will work with qualified applicants to provide suitable accommodation in a manner that considers their accessibility needs. To request an accommodation, please contact HR at [email protected]