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!<h2>Job Summary</h2>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.<h2>Principal Responsibilities</h2><ul><li>Lead, coach, and support a team of CSRs, fostering a collaborative and service-oriented culture.</li><li>Oversee onboarding and training, ensuring team members are equipped with product, system, and process knowledge.</li><li>Champion transformation initiatives and SAP stabilization efforts.</li><li>Resolve escalated customer issues related to orders, pricing, returns, and delivery.</li><li>Collaborate with Sales to align on market conditions and customer needs.</li><li>Monitor team performance using KPIs to drive accuracy, responsiveness, and satisfaction.</li><li>Provide backup support during peak periods and prioritize urgent backlogs.</li><li>Partner with IT and ERP teams to streamline order-to-cash processes.</li><li>Analyze service metrics and provide regular performance updates to leadership.</li><li>Own and administer SAP-related processes including SOPs, backlog reviews, approvals, and master data updates.</li></ul><h2>Qualifications &amp; Experience</h2><ul><li>Minimum 5 years of experience in customer service management within a manufacturing environment.</li><li>Strong proficiency in SAP and Microsoft Office, especially Excel and PowerPoint.</li><li>College diploma or university degree, or equivalent experience.</li><li>Proven ability to lead teams through change and system implementations.</li><li>Experience with service analytics and performance reporting.</li></ul><h2>Core Competencies</h2><ul><li>Collaborate &amp; Influence: Build strong relationships and align cross-functional teams.</li><li>Customer Obsessed: Demonstrate a deep commitment to understanding and exceeding customer expectations.</li><li>Improve &amp; Innovate: Continuously seek better ways to work and deliver value.</li><li>Willingness to Learn: Embrace change and pursue ongoing development.</li><li>Think Strategically: Translate vision into actionable strategies that drive results.</li></ul>#LI-DNIHamilton 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 <a href="mailto:HR@hamiltonkent.com">HR@hamiltonkent.com</a>

Water &ndash; our most precious natural resource &ndash; is essential to how we live and thrive. At Aliaxis, we&rsquo;re dedicated to preserving every drop to contribute to a better world. Some 75% of our products are designed to distribute, treat or store water, and we&rsquo;re also actively pursuing the transition to clean energy. Our company provides communities around the world with sustainable innovative solutions for water and energy, leading the industry in a way that anticipates the rapidly evolving needs of its customers and of society.

Customer Service Manager

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About the Company

Aliaxis

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