Bilingual (French) Customer Service Manager
Location: Burlington, ON (In-Office)
Who Are We?
We are a strategic recruitment agency specializing in connecting skilled professionals with top employers across Canada and the United States. Our holistic approach ensures both technical and cultural alignment for long-term success.
Why Are We Looking for You?
We’re excited to be partnering with an award-winning company as they grow their Customer Service team! Our client is a global organization known for delivering high-quality production and design solutions across a wide customer base while maintaining strong relationships and exceptional service standards. They invest in their people with ongoing training, career development, and a positive team culture where employees are valued and empowered.
As they continue to grow, they are looking for a dynamic, hands-on Bilingual (French) Customer Service Manager
to lead a team of 5-7 Customer Service reps, supporting Canadian operations.
Here’s what you’ll do:
- Act as a hands-on leader to the Customer Service team (5-7) through monitoring KPI’s and metrics, ongoing training and coaching in a supportive and empowering manner.
- Handle escalated customer issues, ensuring a timely and effective resolution that maintains white glove customer service.
- Lead and support continuous improvement initiatives by identifying inefficiencies and implementing best practices.
- Involved in training new hires in conjunction with the Team Lead.
- Monitor and manage KPI’s to ensure SLA’s are met.
- Prepare reports relating to business functions, people and performance.
- Foster a collaborative team environment focused on achieving departmental and company-wide objectives.
- Collaborate effectively with both internal and external partners, such as Sales, Marketing, Purchasing, Logistics, Accounting, HR to ensure customer satisfaction and business objectives are met.
Here’s what you’ll need to be successful:
- Must be fluently bilingual (oral and written) in both French and English. A strong ability to communicate in a professional and engaging manner that reflects company values.
- Post-secondary degree in Business, Supply Chain or similar is required.
- 7 or more years of progressive experience in an Inside Sales, Customer Service capacity. Experience in building materials, distribution or other B2B environment is highly preferred. At least 3 years of experience managing an Inside Sales and/or Customer Service team.
- Strong computer skills including MS Office. SAP experience is required. Other ERP, CRM and/or Salesforce is an strongly preferred.
- A passion for providing excellent service, strong attention to detail and problem solving skills.
- A proactive attitude with an ability to take initiative, multi-task, prioritize work to ensure deadlines and quality of service standards are met.
- The ability to work in office daily.
Here’s what in it for you:
- Competitive compensation package including benefits, employer RRSP matching program.
- An exceptional culture with a strong emphasis on employee experience, growth and professionalism.
- A reputable global company boasting over 100 years in business, centralized in a newly renovated Canadian HQ that you will work out of, offering high-quality products.
- Room for mentorship and career advancement.
- Supportive leadership team that values open communication, encouragement and recognition.
- Opportunities for professional growth and trainings, seminars.
- Awarded as one of Canada’s Best Places to Work!
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