Senior Customer Service Manager
CertainTeedWHY DO WE NEED YOU? The Senior Manager, Customer Service leads Saint-Gobain Canada's customer Service function, ensuring efficient, accurate, and scalable order-to-delivery processes across multiple businesses and product lines. The role is accountable for driving operational excellence, standardizing customer service processes, supporting commercial growth and leading the evolution of a unified customer operations model across the organization. Working closely with cross-functional internal teams, the incumbent develops and executes strategies that improve service consistency, operational efficiency, productivity, and business integration while maintaining strong support for customers and sales teams. The role builds organizational capability and prepares the customer operations function to support future growth and evolving sales channel strategies. This role will lead, manage, develop, and integrate the National Customer Service team across IPG product lines, including CertainTeed and Bailey Metals, through coaching supervisors, setting objectives, and building a highly engaged, customer-focused culture. Responsible for a team of approximately 35-40 people. IS THIS JOB FOR YOU? Strategic Leadership Lead the evolution of Customer Service processes to build an integrated Saint-Gobain Canada operating model. Identify opportunities to enhance service consistency, operational efficiency and cross-functional collaboration. Order Management Excellence Lead the end-to-end order management function across all assigned businesses Develop and execute the Canadian Customer Service strategy and multi-year roadmap, aligned with company, commercial, retail, supply chain and OTIF objectives. Establish streamlined KPIs across business units to drive consistent measure of success. Drive best-in-class execution of order entry, order maintenance, fulfillment coordination and issue resolution. Business Integration & Channel Support Identify areas to harmonize customer service processes across business units and product lines. Partner with commercial leadership to support evolving sales channel strategies and account structures. Evolve the Canadian Service Charter, policies, procedures, internal controls and standard processes to support sales channel strategies Process Improvement & Digital Enablement Lead automation, tool optimization and digital transformation initiatives within Customer Service. Spearhead and gain adoption in innovative AI based tools to enhance customer experience, and gain new customer insights. Own the effectiveness, efficiency and quality of Customer Service metrics and KPIs through innovating a Customer Service BI dashboard that will set performance metrics and benchmark across Business Units Commercial Partnership Serve as a key partner to Sales leadership, providing operational support that enables commercial success. Provide visibility into order trends, service challenges, capacity constraints and operational risks. Support commercial objectives through consistent execution and service delivery with clear accountability and reporting for key accounts. Talent & Team Leadership Foster a culture focused on collaboration, continuous improvement, employee engagement and continued cross-training to support career growth Lead, coach and develop our Customer Service organization. Continue to foster and build upon our Customer Experience culture and Trust, Empowerment and Collaboration mindset Build organizational capability in systems utilization and business analytics. TO MAKE SURE NOTHING IS FORGOTTEN Experience required: Bachelor’s degree or equivalent experience, with 5+ years of experience in customer service leadership role. Demonstrated management experience leading a team of at least 10 team members, with the ability to provide customer-focused leadership and drive continuous improvement and innovation. Proven ability to coach, engage, and motivate employees, build strong teams, and lead effectively across org…