Bilingual Customer Service Manager
| Company | AIP Connect |
|---|---|
| Location | Toronto, ON, Canada |
| Salary | $Not Provided – $Not Provided |
| Type | Full-Time |
| Degrees | |
| Experience Level | Senior |
Requirements
- Strong leadership skills
- Exceptional communication skills in both English and French
- 5+ years of progressive experience in customer service
- At least 2 years in a supervisory or managerial capacity
- Fluency in both French and English (verbal and written)
- Proven track record of developing high-performing teams
- Strong understanding of CRM, order entry systems, and customer interaction tools
- Excellent communication, problem-solving, and multitasking skills
Responsibilities
- Supervise and lead the Canada-based Customer Service Associates
- Coach team members to enhance service performance, communication, and efficiency
- Set and enforce performance standards, conduct 1:1 coaching sessions, and support team development plans
- Celebrate wins, foster team engagement, and reinforce a customer-first mindset
- Ensure timely and accurate handling of customer orders, inquiries, and escalations across multiple channels (phone, email, web)
- Maintain strong familiarity with products and systems (CRM, order entry, embroidery systems)
- Track open/pending orders and follow through to resolution, prioritizing an exceptional customer experience
- Respond to or manage escalated customer issues, ensuring appropriate follow-up and resolution
- Collaborate with the U.S. System Services team to roll out updates, training, and process documentation related to tools like Salesforce, Sage, JotForms, and Webdam
- Support the implementation of service improvement projects, SOP enhancements, and training initiatives
- Analyze service metrics and customer feedback to identify areas of opportunity and ensure consistency with global service benchmarks
- Work closely with Sales, Distribution, Embroidery, and Operations teams to ensure seamless order fulfillment and cross-departmental communication
- Partner with the Director of Operations and Operations Manager to ensure alignment between customer service and broader operational priorities
- Provide input into customer-facing processes, service standards, and escalations to ensure a consistent and efficient customer journey
Preferred Qualifications
- Familiarity with ERP systems and cross-functional collaboration in a distribution or product-based business
- Salesforce experience preferred