Customer Services Manager - Parts & Services
Logistics, Sales & Operations · Supply Chain & Transport · Logistics Management · Sales Operations · Customer Success
In short
Sandvik Mining is looking for an experienced Customer Services Manager to lead parts and services supply operations in Canada. This role involves overseeing customer support, order fulfillment, pricing, and driving continuous improvement to enhance the customer experience in the mining sector.
Responsibilities
- Lead and develop the Canadian Customer Support Centre team.
- Drive service performance, customer responsiveness, and continuous improvement.
- Manage staffing, recruitment, onboarding, coaching, succession planning, and employee development.
- Establish and track customer service KPIs and service-level expectations.
- Foster a customer-focused culture across the organization.
- Serve as the senior escalation point for critical customer issues.
- Resolve machine-down situations, emergency orders, and service recovery issues.
- Coordinate cross-functional responses across sales, logistics, sourcing, planning, warehousing, and field service teams.
- Ensure customer commitments are communicated and managed effectively.
- Own national open order performance and resolution strategies.
- Drive prioritization of machine down, critical customer orders, and shortages.
- Lead initiatives to improve lead time, fill rate, on-time delivery, and order accuracy.
- Review and manage strategic project orders.
- Escalate and coordinate supply solutions with global logistics and sourcing teams.
- Partner with warehouse, transportation, and planning teams to ensure efficient product movement.
- Support inventory optimization and customer delivery performance.
- Participate in cross-functional supply chain improvement initiatives.
- Support the implementation of pricing strategies and customer price agreements.
- Work closely with Pricing Analysts, Account Managers, and Sales leadership on customer pricing initiatives.
- Ensure adherence to pricing governance within Parts & Services operations.
- Own and improve CSC processes, controls, and operational standards.
- Ensure compliance with company policies, trade requirements, customer master data processes, and order management procedures.
- Champion continuous improvement initiatives using Aurora/SAP and other business systems.
- Develop and maintain operational reporting, SOPs, and KPI dashboards.
- Prioritize health, safety, and sustainability in all operations.
Requirements
- Minimum 5 years of leadership experience in customer service, parts support, order fulfillment, supply chain, aftermarket service, distribution, heavy equipment, industrial operations, mining, manufacturing, or a related environment.
- 3 to 5 years of experience leading, coaching, developing, or supervising a customer service, inside sales, order desk, CSSR, or operational support team.
- Strong working knowledge of parts ordering, quote support, pricing support, availability checks, order status, backorders, expediting, logistics, and customer escalation handling.
- Demonstrated ability to use CRM, ERP, reporting dashboards, Microsoft Office, and customer service systems to improve visibility, workflows, documentation, and performance.
- Strong customer communication skills, including the ability to manage escalations effectively, set realistic expectations, and align multiple internal stakeholders around customer outcomes.
- Demonstrated continuous improvement mindset, including root-cause problem solving, process standardization, SOP development, KPI management, and change leadership.
- Commercial acumen and experience working with pricing, approvals, contract terms, customer commitments, and cross-functional decision-making.
Desired Qualifications
- Post-secondary education in business, supply chain, operations, engineering, commerce, or a related field is preferred.
- Equivalent experience in customer service, aftermarket parts, order fulfillment, or mining equipment support will also be considered.
- Lean, Six Sigma, APICS/CPIM/CSCP, project management, or customer experience training would be considered an asset, particularly when combined with practical operational leadership experience.
Benefits
- The opportunity to make an impact on our business performance.
- The opportunity to be part of an ambitious team, in an industry leading business.
- The opportunity to reach your full potential.
- Ongoing development and training.
- An excellent comprehensive compensation package including a pension plan with matching, competitive health, dental, life and disability benefits.
Skills
SAPCRMMicrosoft Office
#customer service#parts supply#order management#logistics#pricing#supply chain#continuous improvement#leadership#mining
About Sandvik
Sandvik is a global, high-tech engineering group providing solutions that enhance productivity, profitability and sustainability for the manufacturing, mining and infrastructure industries. We are at the forefront of digitalization and focus on optimizing our customers’ processes. Our world-leading offering includes equipment, tools, services and digital solutions for machining, mining, rock excavation and rock processing. In 2024, the Sandvik Group had approximately 41,000 employees, sales in more than 150 countries and revenues of about SEK 123 billion.
Company
SandvikJob Posted
4 days ago
Expires
in 20 hours
Employment Type
Full Time
Work mode
On Site
Experience Level
Mid-Senior
Locations
Lively, Canada
Applicants
Be an early applicant