Customer Service Leader (Permanent)

Location: Remote (with regular business travel as required) preferably in CST or EST
Reports to: Chief Commercial Officer (CCO)
Role Type: Full-Time, Permanent
Compensation: $120,000 – $140,000 base salary + performance bonus

Role Overview

We are seeking an experienced Customer Service Manager to lead, develop, and unify a high-impact customer service organization while creating strong alignment with the Sales team. This is a permanent leadership role designed for someone who thrives in fast-moving, commercial environments and understands how customer service directly impacts revenue, retention, and brand trust.

This individual will oversee a team of eight customer service professionals, bring structure and cohesion to daily execution, and act as the connective tissue between Customer Service, Sales, and Operations. While the role is remote, it requires regular business travel to support team development, cross-functional alignment, and key customer interactions.

This is not a transactional or order-entry role. Success will be defined by execution reliability, team cohesion, and commercial partnership.

Key Responsibilities

Customer Service Leadership & Team Development

• Lead, coach, and develop a team of eight customer service professionals with a focus on accountability, ownership, and collaboration

• Create a cohesive, high-performing team culture rooted in responsiveness, professionalism, and problem-solving

• Establish clear roles, expectations, and performance standards across the team

• Drive consistency in how customer issues are handled, escalated, and resolved

Sales Alignment & Commercial Partnership

• Act as the primary point of alignment between Customer Service and Sales

• Ensure commitments made by Sales are executable and clearly understood by the Customer Service team

• Partner closely with Sales leadership to support pipeline conversion, onboarding of new customers, and first-order success

• Create feedback loops that surface recurring customer challenges and enable proactive solutions

Customer Execution & Experience

• Own the end-to-end customer experience from order entry through delivery and post-delivery follow-up

• Ensure customers receive timely, accurate, and transparent communication regarding order status, changes, and issues

• Proactively manage high-priority customers, first-time orders, and at-risk accounts

• Serve as the escalation point for complex or sensitive customer situations

Process Improvement & Operational Discipline

• Assess current customer service workflows and identify opportunities to improve efficiency, clarity, and consistency

• Establish and enforce standard operating procedures across:

  • Order entry and validation

  • Change management and exception handling

  • Escalation protocols

• Drive continuous improvement initiatives that reduce rework and enhance execution reliability

Metrics, Visibility & Accountability

• Define, track, and report customer service KPIs such as order accuracy, on-time delivery, issue resolution time, and customer satisfaction

• Use data to identify root causes of execution breakdowns and drive corrective action

• Provide leadership with visibility into customer trends, risks, and opportunities

What Success Looks Like

Within the first 90 days:

• The customer service team operates with clear ownership and accountability

• Strong working rhythm exists between Customer Service and Sales

• Escalations are handled efficiently, with fewer surprises and clearer communication

• Leadership has improved visibility into customer execution performance

Long term:

• Customer Service is viewed as a strategic commercial partner, not a reactive support function

• Customers experience consistent, reliable execution and communication

• The team is stable, engaged, and continuously improving

• Sales confidence increases due to strong execution support

Required Experience

• 8–15+ years of experience in Customer Service, Order Management, or Commercial Operations within B2B, manufacturing, or industrial environments

• Proven experience leading and developing customer service teams

• Demonstrated ability to work cross-functionally with Sales, Operations, and Supply Chain

• Experience operating in fast-paced, change-driven environments

Critical Capabilities

• Strong leadership presence with the ability to bring cohesion to a team

• Commercial mindset with a clear understanding of how customer service impacts revenue

• Calm, confident decision-making under pressure

• Highly organized, detail-aware, and execution-focused

• Comfortable balancing hands-on involvement with strategic leadership

What This Role Is Not

• Not a clerical or order-entry role

• Not a passive people manager

• Not a back-office function disconnected from customers or sales outcomes

 

If this sounds like the right opportunity for you send a resume to bmcivor@talentsphere.ca or confidentially call me at 469 498 2002 ext 748. I look forward to speaking with you.

 

Job# 16816696

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