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Customer Service Manager

Posting Start Date: Sep 10, 2022

Location: Vaughan, ON, CA

Company: Cascades


Founded in 1964, Cascades produces, converts and markets packaging and tissue products that are composed mainly of recycled fibers. The Company employs 10,000 employees, who work in almost 80 production units located in North America and Europe. With its management philosophy, half a century of experience in recycling, and continuous efforts in research and development as driving forces, Cascades continues to deliver the innovative products  that customers have come to rely on.



The Containerboard Packaging Group, a division of Cascades, is the largest containerboard producer in Canada, and is also a top converter of corrugated products in the country. The Group manufactures a wide range of products made from recycled fibres for its North American customers in the food, beverage and consumer products sectors, among many others. The Division, which employs close to 3,400 people, owns six containerboard mills and nineteen corrugated products plants in Canada and the United States.

Your challenge!

Reporting to the Fulfillment or Director Order Fulfillment, the Customer Service Manager's mission is to establish a customer service strategy that complies with the business process and rules in force and the order processing deadlines. You thus play a key role in achieving customer satisfaction objectives and building a team of successful customer centric supervisors. You must have an overview of major and regional accounts and leverage this to retain existing customers. In addition, you identify and resolve any potential problems with orders or customers and attempt to respond effectively to critical situations. Finally, you ensure that your team has mastered the techniques and tools needed to deliver exceptional customer service and encourage continuous improvement initiatives to optimize your service’s profitability.

Individual responsibilities


Ensure that customer satisfaction KPIs are met


Ensure that sales order processing is on target

Identify and resolve potential issues

Manage complaints and inquiries

Ensure compliance with the customer service process and business rules.

Ensure that your team makes sure that products are available.

Ensure that documentation required for your team’s activities is valid and complete.

Track your team’s performance indicators.

Facilitate exchanges between your unit and those you work with.

Prevent crisis situations by acting in a timely manner and escalating when necessary.

Foster the emergence of ideas for improvement and innovation within your team.

Oversee the implementation of improvements to your unit’s current processes.

Strengthen your business unit’s customer relationships.

Ensure SOPs are understood and applied

Experiences and strengths

5 to 10 years of experience in a similar supervisory role

College diploma/degree in sales, supply chain or equivalent

Ability to manage and develop a CSR team

Passion for people – customer-oriented with excellent communication skills

Leadership and a collaborative spirit that inspire and engage teams to achieve excellence.

Ability to develop a deep understanding of an operational context, customers’ businesses and Cascades' value proposition

Ability to help team members develop and achieve their goals.

Sound judgment to ensure follow-up and effective implementation of solutions in accordance with company priorities and to to make appropriate decisions.

Enjoyment of problem solving, ability to self prioritize daily tasks and work in a fast-paced environment

Skill with multitasking and multichannel support (telephone, email, online systems)



Core competencies defined for this job

Flexibility and ability to adapt
Team leadership
Action-based focus

Why work at Cascades

Excellent company-paid benefits    
WEEKLY pay    
Paid vacation
Profit sharing and 401K matching
Gym membership reimbursement
Flexible work arrangement
Volunteering days
Strong Company Culture
Working for a company with a strong focus on sustainability and greener initiatives
Huge Career Advancement Opportunities
PPE Allowance

Cascades believes in the success of an inclusive organization that values diversity within its team. All qualified candidates will be considered for this position in a fair manner.



Job Segment: Supply Chain Manager, Service Manager, Supply Chain, Fulfillment, Operations, Customer Service