Assistant Customer Service Manager

Manitoulin Transport

Assistant Customer Service Manager supervising and coordinating customer service activities in Canada. Leading teams, handling escalations, and ensuring operational efficiency across departments.

Posted 4/24/2026full-timeRemote • 🇨🇦 CanadaMid-LevelSenior💰 CA$71,687 - CA$83,000 per yearWebsite

Tech Stack

Tools & technologies

React

About the role

Key responsibilities & impact

Supervise and coordinate the workload for the Support Services, VIP Customer Service, and Customer Service departments
Provide daily direction, support, and coverage backup for the three departments
Conduct yearly performance reviews with the Supervisors of the three departments
Maintain and recommend updates to work procedures, on call and department schedules, and work flow
Manage departmental staffing decisions, including interviewing potential candidates
Generate and submit comprehensive reports monthly
Work closely with Sales and Operations Management to define and meet customer expectations
Handle major customer inquiries, escalations, and upset customers
Collaborate with partner carriers, Terminal Staff, Sales, and Management
Participate in the on-call rotation, monitoring all after-hours VIP emails and phone calls

Requirements

What you’ll need

Strong management skills
Good Communication skills (written and orally)
The ability to motivate others
Customer service oriented
Ability to work well in a team
Good judgment and react quickly under pressure
Ability to work with escalated issues
Fluent in Manitoulin Policies and procedures
Good knowledge of AS400 system including functions of Support Services, Customer Service, VIP, OS&D, Dispatch and Sales
Knowledge of U.S. Regulations and Requirements
Extensive knowledge of service areas and geography
Understanding of the employment standards act
Good Computer Skills - LTL 400, Excel, Google
Knowledge of Fresh Desk email platform
Organized and have the ability to handle multiple tasks
Ability to prioritize and multi task with time constraints
French language an asset.

Benefits

Comp & perks

Competitive wages
Comprehensive Benefits Package
Profit Sharing Opportunities
Opportunities for growth and advancement

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

AS400LTL 400ExcelGoogleFresh Deskcustomer serviceperformance reviewsstaffing decisionsreport generationescalation management

Soft Skills

management skillscommunication skillsmotivationteamworkjudgmentpressure handlingorganizationmultitaskingprioritizationcustomer service orientation