Randstad Professional is seeking a dynamic and highly capable Bilingual Customer Service Manager for a global industry leader in the Electrical and Lighting industry. This key leadership opportunity in Burlington, ON, is ideal for a seasoned professional ready to manage and elevate the customer experience within a demanding B2B operation. As the Bilingual Customer Service Manager, you will be the driving force behind service excellence, leading a specialized team dedicated to Customer Care for clients across Canada. This position is a critical component of our client’s success, falling under the Customer Care specialization of Randstad Professional.
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We are looking for an ambitious leader with a proven background in managing customer service operations, possessing intellectual curiosity, high learning agility, and the MUST-HAVE technical expertise in SAP. Reporting directly to the Managing Director, you will be responsible for fostering a positive, transparent, and high-performing team culture. If you are ready to take on a challenging and rewarding leadership role and ensure top-tier Customer Care in the Electrical and Lighting industry, we encourage you to apply.
Bilingualism is non-negotiable for this Customer Service Manager position. Fluency in both English (Canada) and French (Quebec) is absolutely essential to effectively manage and support the company’s entire national client base, overseeing all communications, primarily via shared inboxes, and handling an estimated 60 team calls on busy days, thereby guaranteeing seamless Customer Care for all customers.
Randstad Professional: Find the right job, love what you do, and develop your career. With access to a wide range of roles with top employers, a global community of professional peers, and specialized training and support, we’ll be your guiding partner and help you build a rewarding career.
Advantages
• Competitive annual salary starting from $80,000
• Opportunity for a performance bonus of 10%
• Robust total compensation package, including a pension plan (2% match), Health Spending Account (HSA), Employee Assistance Program (EAP), and Healthcare coverage
• Direct reporting structure to the Managing Director, ensuring high visibility and strategic involvement in the company.
• A structured and comprehensive training program with the first three months dedicated to in-person, online, and product training.
• Join a transparent and supportive leadership culture that shares reporting and values employee growth.
• A full-time, permanent position in Burlington, ON, offering a business-casual (more business-focused) work environment.
• Excellent accessibility by public transport and free on-site parking.
Responsibilities
• Lead, mentor, and manage a Bilingual Customer Service team to ensure the highest standard of Customer Care and satisfaction within the Electrical and Lighting industry.
• Oversee and optimize daily operations, managing inbound B2B and B2C communications via phone and shared email inboxes, maintaining high service standards.
• Drive and implement continuous process improvement initiatives to enhance the efficiency and quality of the Customer Care function.
• Act as the primary escalation point for complex customer issues, providing swift, professional, and definitive resolutions.
• Collaborate strategically with key internal departments (Supply Chain, Finance, Marketing, Warehouse, Sales) to streamline order fulfillment and Customer Care processes.
• Manage, analyze, and report on team performance metrics, sharing transparent insights with the leadership team, including the Managing Director.
• Conduct regular performance reviews, providing continuous coaching, product training, and development to team members across all experience levels.
• Actively participate in the strategic planning and budget management of the Customer Care department in alignment with corporate objectives.
• Effectively manage team resources and workload, particularly during the busy October-Christmas peak season, to maintain exceptional service levels.
• Ensure the team’s utilization of key systems, particularly SAP, is optimized for accurate and efficient service delivery.
Qualifications
• Minimum of 3+ years of progressive leadership experience in a Customer Service Manager or similar role, leading a team of Customer Care professionals.
• Non-Negotiable: Proven, extensive, and hands-on expertise with SAP is a MUST.
• Non-Negotiable: Absolute fluency in both English and French (bilingual), both written and spoken, to provide Customer Care coast-to-coast.
• Non-Negotiable: Demonstrated experience managing a B2B Customer Care operation (experience outside of a high-volume, transactional call center environment is highly preferred).
• Experience within the Electrical and Lighting industry, or a related technical product or distribution environment, is a valuable asset.
• Prior experience with Salesforce or other CRM systems is a nice to have.
Summary
This is an exceptional opportunity to excel as a strategic Bilingual Customer Service Manager in Burlington, ON, with a respected global company in the Electrical and Lighting industry. If you possess the critical SAP skills, the essential bilingual fluency, and the leadership acumen to drive world-class Customer Care in this Randstad Professional position, we strongly encourage you to apply. Our expert recruiters, specializing in Customer Care roles, are prepared to discuss your fit and partner with you throughout your career journey.
If this Bilingual Customer Service Manager role isn't quite the right fit, don't worry—our talent experts can match you with countless other rewarding job openings!
Randstad Canada is committed to fostering a workforce reflective of all peoples of Canada. As a result, we are committed to developing and implementing strategies to increase the equity, diversity and inclusion within the workplace by examining our internal policies, practices, and systems throughout the entire lifecycle of our workforce, including its recruitment, retention and advancement for all employees. In addition to our deep commitment to respecting human rights, we are dedicated to positive actions to affect change to ensure everyone has full participation in the workforce free from any barriers, systemic or otherwise, especially equity-seeking groups who are usually underrepresented in Canada's workforce, including those who identify as women or non-binary/gender non-conforming; Indigenous or Aboriginal Peoples; persons with disabilities (visible or invisible) and; members of visible minorities, racialized groups and the LGBTQ2+ community.
Randstad Canada is committed to creating and maintaining an inclusive and accessible workplace for all its candidates and employees by supporting their accessibility and accommodation needs throughout the employment lifecycle. We ask that all job applications please identify any accommodation requirements by sending an email to accessibility@randstad.ca to ensure their ability to fully participate in the interview process.
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Randstad Professional is seeking a dynamic and highly capable Bilingual Customer Service Manager for a global industry leader in the Electrical and Lighting industry. This key leadership opportunity in Burlington, ON, is ideal for a seasoned professional ready to manage and elevate the customer experience within a demanding B2B operation. As the Bilingual Customer Service Manager, you will be the driving force behind service excellence, leading a specialized team dedicated to Customer Care for clients across Canada. This position is a critical component of our client’s success, falling under the Customer Care specialization of Randstad Professional.
We are looking for an ambitious leader with a proven background in managing customer service operations, possessing intellectual curiosity, high learning agility, and the MUST-HAVE technical expertise in SAP. Reporting directly to the Managing Director, you will be responsible for fostering a positive, transparent, and high-performing team culture. If you are ready to take on a challenging and rewarding leadership role and ensure top-tier Customer Care in the Electrical and Lighting industry, we encourage you to apply.
...
Bilingualism is non-negotiable for this Customer Service Manager position. Fluency in both English (Canada) and French (Quebec) is absolutely essential to effectively manage and support the company’s entire national client base, overseeing all communications, primarily via shared inboxes, and handling an estimated 60 team calls on busy days, thereby guaranteeing seamless Customer Care for all customers.
Randstad Professional: Find the right job, love what you do, and develop your career. With access to a wide range of roles with top employers, a global community of professional peers, and specialized training and support, we’ll be your guiding partner and help you build a rewarding career.
Advantages
• Competitive annual salary starting from $80,000
• Opportunity for a performance bonus of 10%
• Robust total compensation package, including a pension plan (2% match), Health Spending Account (HSA), Employee Assistance Program (EAP), and Healthcare coverage
• Direct reporting structure to the Managing Director, ensuring high visibility and strategic involvement in the company.
• A structured and comprehensive training program with the first three months dedicated to in-person, online, and product training.
• Join a transparent and supportive leadership culture that shares reporting and values employee growth.
• A full-time, permanent position in Burlington, ON, offering a business-casual (more business-focused) work environment.
• Excellent accessibility by public transport and free on-site parking.
Responsibilities
• Lead, mentor, and manage a Bilingual Customer Service team to ensure the highest standard of Customer Care and satisfaction within the Electrical and Lighting industry.
• Oversee and optimize daily operations, managing inbound B2B and B2C communications via phone and shared email inboxes, maintaining high service standards.
• Drive and implement continuous process improvement initiatives to enhance the efficiency and quality of the Customer Care function.
• Act as the primary escalation point for complex customer issues, providing swift, professional, and definitive resolutions.
• Collaborate strategically with key internal departments (Supply Chain, Finance, Marketing, Warehouse, Sales) to streamline order fulfillment and Customer Care processes.
• Manage, analyze, and report on team performance metrics, sharing transparent insights with the leadership team, including the Managing Director.
• Conduct regular performance reviews, providing continuous coaching, product training, and development to team members across all experience levels.
• Actively participate in the strategic planning and budget management of the Customer Care department in alignment with corporate objectives.
• Effectively manage team resources and workload, particularly during the busy October-Christmas peak season, to maintain exceptional service levels.
• Ensure the team’s utilization of key systems, particularly SAP, is optimized for accurate and efficient service delivery.
Qualifications
• Minimum of 3+ years of progressive leadership experience in a Customer Service Manager or similar role, leading a team of Customer Care professionals.
• Non-Negotiable: Proven, extensive, and hands-on expertise with SAP is a MUST.
• Non-Negotiable: Absolute fluency in both English and French (bilingual), both written and spoken, to provide Customer Care coast-to-coast.
• Non-Negotiable: Demonstrated experience managing a B2B Customer Care operation (experience outside of a high-volume, transactional call center environment is highly preferred).
• Experience within the Electrical and Lighting industry, or a related technical product or distribution environment, is a valuable asset.
• Prior experience with Salesforce or other CRM systems is a nice to have.
Summary
This is an exceptional opportunity to excel as a strategic Bilingual Customer Service Manager in Burlington, ON, with a respected global company in the Electrical and Lighting industry. If you possess the critical SAP skills, the essential bilingual fluency, and the leadership acumen to drive world-class Customer Care in this Randstad Professional position, we strongly encourage you to apply. Our expert recruiters, specializing in Customer Care roles, are prepared to discuss your fit and partner with you throughout your career journey.
If this Bilingual Customer Service Manager role isn't quite the right fit, don't worry—our talent experts can match you with countless other rewarding job openings!
Randstad Canada is committed to fostering a workforce reflective of all peoples of Canada. As a result, we are committed to developing and implementing strategies to increase the equity, diversity and inclusion within the workplace by examining our internal policies, practices, and systems throughout the entire lifecycle of our workforce, including its recruitment, retention and advancement for all employees. In addition to our deep commitment to respecting human rights, we are dedicated to positive actions to affect change to ensure everyone has full participation in the workforce free from any barriers, systemic or otherwise, especially equity-seeking groups who are usually underrepresented in Canada's workforce, including those who identify as women or non-binary/gender non-conforming; Indigenous or Aboriginal Peoples; persons with disabilities (visible or invisible) and; members of visible minorities, racialized groups and the LGBTQ2+ community.
Randstad Canada is committed to creating and maintaining an inclusive and accessible workplace for all its candidates and employees by supporting their accessibility and accommodation needs throughout the employment lifecycle. We ask that all job applications please identify any accommodation requirements by sending an email to accessibility@randstad.ca to ensure their ability to fully participate in the interview process.
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