Jobs West Island

Connecting local people with local companies

Senior Customer Service Manager

Sika is a global leader in specialty chemicals for the construction and industrial sectors. Operating in 103 countries and producing through more than 400 manufacturing facilities worldwide, Sika develops innovative technologies for bonding, sealing, damping, reinforcing, and protecting applications.

With approximately 33,000 employees worldwide, Sika helps shape the future of sustainable construction and transportation solutions while delivering exceptional value to customers across global markets.

Job description :

Reporting to the Executive Vice President, Operations, the Senior Manager, Customer Service provides leadership for customer service operations across Canada.

The successful candidate will drive service excellence, optimize order management processes, lead a high-performing team, and contribute directly to customer satisfaction, operational efficiency, and business growth.

Responsibilities :

Leadership and Team Management

  • Lead, coach, and develop customer service teams across Canada.
  • Oversee workforce planning, training, and performance management.
  • Foster employee engagement and professional development.
  • Support multi-site operational teams.

Customer Service Excellence

  • Ensure efficient management of customer, intercompany, and export orders.
  • Maintain consistent service standards across all locations.
  • Manage priority requests and escalated situations.
  • Support customer visits and complaint resolution activities.
  • Lead service recovery initiatives when required.

Cross-Functional Collaboration

  • Collaborate closely with Sales, Supply Chain, Production, and Logistics teams.
  • Ensure customer commitments are met.
  • Promote alignment and communication across departments.

Performance and Continuous Improvement

  • Develop and monitor key performance indicators (KPIs).
  • Identify opportunities to improve customer service processes.
  • Implement operational improvement initiatives.
  • Integrate best practices and technology solutions.
  • Drive the evolution of the customer service function.

Safety and Compliance

  • Promote a safe working environment.
  • Ensure adherence to quality standards and company policies.
  • Support operational excellence initiatives.
Candidate profile :

Education

  • University degree in Business Administration, Supply Chain Management, Operations, or a related field.

Experience

  • Minimum of 10 years of experience in customer service, supply chain, operations, or related functions.
  • Minimum of 5 years of leadership experience in a multi-site environment.
  • Strong experience in order management and supply chain processes.
  • Proven experience in continuous improvement and change management.

Technical Skills

  • Strong understanding of customer service and order management processes.
  • Knowledge of supply chain and operational workflows.
  • Experience with ERP systems, preferably SAP.
  • Advanced proficiency with Microsoft Office.
  • Strong analytical and KPI management skills.

Core Competencies

  • Leadership and people management.
  • Excellent communication skills.
  • Problem-solving abilities.
  • Organizational and prioritization skills.
  • Customer-focused mindset.
  • Collaboration and relationship building.
  • Ability to operate effectively in a fast-paced environment.

Languages

  • Bilingual French and English required to support Canadian and international operations.
Benefits :
  • Full-time position.
  • Regular Monday-to-Friday work schedule.
  • Comprehensive employer-paid benefits program.
  • Life insurance.
  • Disability insurance.
  • Wellness program.
  • Employer-contributed retirement plans.
  • Paid vacation.
  • Personal days.
  • Employee discounts on Sika products.
  • Tuition reimbursement program.
  • Employee referral program.
  • Ongoing professional development opportunities.
  • Career advancement within a global organization.
  • Occasional travel across Canada (10% to 20%).

"*" indicates required fields

This field is for validation purposes and should be left unchanged.
Accepted file types: doc, docx, pdf, html, txt, Max. file size: 8 MB.
Privacy
Back to listing of jobs