Customer Service Manager

COMPANY OVERVIEW:

Prollenium Medical Technologies Inc. is a fast-growing Canadian developer, manufacturer, and international distributor of premium hyaluronic acid (HA) dermal fillers and cosmetic products. We are proud to address all of our client's needs through streamlined innovation. Prollenium is able to ensure a continual flow of creation, unique ideas, and a steady pipeline of new and exciting products that provide safe and effective results. With regulatory approvals from the US FDA and Health Canada, Prollenium has sold over 5 million syringes from its Revanesse® product line across more than 80+ countries worldwide. Prollenium was the first manufacturer of hyaluronic acid dermal fillers in North America. Join our dedication to innovation. Prollenium provides competitive compensation, benefits, and development opportunities.

JOB SUMMARY

The Customer Service Manager is responsible for leading a high-performing Customer Service Team that delivers exceptional customer experiences while supporting company growth objectives. This role is accountable for employee development, service excellence, operational performance, and continuous improvement initiatives across the order-to-cash process.

Working closely with Sales, Supply Chain, Operations, Quality, Finance, and Logistics, the Customer Service Manager uses data-driven decision making to improve customer satisfaction, optimize processes, enhance team effectiveness, and drive business results. The position is responsible for fostering a culture of accountability, collaboration, continuous improvement, and customer focus.

This position reports to the Vice President, Product Supply & Contingency Planning.

MAJOR RESPONSIBILITIES

Leadership & Team Development

• Lead, coach, mentor, and develop the Customer Service team to achieve exceptional performance, engagement, and customer satisfaction.
• Establish clear performance expectations and provide ongoing coaching, feedback, and development opportunities.
• Conduct performance reviews, development planning, and succession planning activities to build organizational capability and bench strength.
• Foster a culture of accountability, collaboration, customer focus, and continuous improvement.

Operational Performance & Process Improvement

• Lead continuous improvement initiatives focused on customer service processes, order management, service levels, and operational efficiency.
• Analyze business and customer service data to identify trends, root causes, risks, and improvement opportunities.
• Develop and monitor key performance indicators (KPIs) including:
  • Order accuracy and process cycle time
  • Customer response and complaint resolution times
  • Customer satisfaction metrics
  • Service level attainment
• Implement corrective and preventive actions when service performance falls below established targets.
• Partner with cross-functional teams to streamline processes, eliminate waste, improve communication, and enhance the customer experience.
• Support optimization of ERP, CRM, and customer service technologies.

Operational Oversight

• Oversee customer account setup, maintenance, and compliance activities, including verification of customer and sales representative documentation where required.
• Ensure ERP and CRM systems are maintained with accurate customer, order, and account information.
• Oversee customer order processing activities to ensure accuracy, compliance, and timely execution.
• Manage returns, refunds, and Returned Merchandise Authorizations (RMAs) in accordance with company policies and procedures.
• Oversee customer payment-related activities and collaborate with Sales and Finance to resolve issues impacting order processing.
• Manage sales representative inventory and car stock programs to ensure compliance with company policies and inventory controls.

Business Partnership & Reporting

• Serve as the voice of the customer by communicating customer insights, trends, risks, and opportunities to leadership.
• Collaborate with Sales, Operations, Supply Chain, Quality, Finance, and Logistics to support business objectives and improve service performance.
• Prepare and present customer service metrics, performance reports, business insights, and recommendations to leadership.
• Support strategic initiatives and business projects as assigned.
• Perform other duties and responsibilities as required.

MINIMUM QUALIFICATIONS

Technical Knowledge/Experience

• Minimum 5 years of customer service experience, including at least 3 years in a leadership or management role.
• Demonstrated success leading and developing high-performing customer service teams.
• Experience establishing, monitoring, and improving customer service KPIs and performance metrics.
• Experience driving process improvement and operational excellence initiatives.
• Experience working within ERP and CRM systems.
• Strong analytical capabilities with experience using data to identify trends and drive business decisions.
• Advanced Microsoft Excel skills with ability to analyze data and create meaningful business reports.
• Strong knowledge of Microsoft Office applications including Excel, Word, PowerPoint, and Teams.
• Experience supporting customer service functions within a manufacturing, medical device, distribution, or regulated environment is considered an asset.
• Excellent written and verbal communication skills.
• Proven ability to effectively collaborate across Sales, Operations, Supply Chain, Quality, Finance, and other functional areas.

Behavioral

Demonstrated ability to consistently apply the following competencies:

• Leadership & Talent Development: Build high-performing teams through coaching, mentoring, accountability, and employee development.
• Customer Focus: Understand customer needs and proactively deliver solutions that create positive customer experiences and long-term relationships.
• Continuous Improvement: Challenge existing processes, identify improvement opportunities, and implement sustainable solutions that enhance business performance.
• Accountability: Take ownership of results and hold self and others accountable for commitments and performance expectations.
• Decision Making: Utilize sound judgement, data, and business insight to make timely and effective decisions.
• Problem Solving: Anticipate, analyze, diagnose, and resolve complex business and customer issues.
• Collaboration & Teamwork: Work effectively across departments to achieve shared organizational goals.

Note: Please note this is a 14-months contract role.

Salary: CAD $60,000 to $65,000 annually

The position is based in Richmond Hill

Note: We use AI-enabled tools to support certain aspects of our recruitment process.