At a Glance
- Tasks: Lead a passionate team to enhance customer service and manage order operations.
- Company: Join Hagen Group, a trusted Canadian family-run business for over 70 years.
- Benefits: Enjoy a hybrid work model, competitive salary, and generous employee discounts.
- Other info: Be part of a company that values community contributions and offers great work-life balance.
- Why this job: Make a real impact in the pet industry while developing your leadership skills.
- Qualifications: Experience in customer service leadership and fluency in French and English required.
The predicted salary is between 82800 - 101200 $ per year.
Are you passionate about Pets? At Hagen Group, we're committed to enhancing the health and well-being of pets through innovative products and trusted brands. We're looking for an experienced, customer-focused leader to oversee our Customer Service function across Canada. In this role, you'll lead the team while overseeing order management, consumer services, claims, EDI, and customer operations to deliver an exceptional customer experience.
Why Join Hagen Group: Hagen Group is a trusted, Canadian, family-run business for over 70 years, founded in 1955 with a commitment to innovation and quality that continues today. Headquartered in Montreal and with a worldwide presence, our iconic brands cover every popular pet category, with a reputation for nutritional excellence and strong trade relationships. Our aim remains simply to improve the lives of pets, who in turn improve our lives every day.
How You’ll Be Contributing: This is a highly hands-on leadership role. While you'll lead and own the Customer Service function, you'll also be expected to actively support the team during peak periods, complex customer situations, and day-to-day operational needs.
- Lead, coach, and develop the Customer Service team, fostering a culture of accountability, collaboration, and exceptional service.
- Establish priorities and ensure the team delivers outstanding service while supporting business goals.
- Oversee customer and consumer service operations across Canada, including order management, consumer support, claims, and EDI.
- Serve as the primary escalation point for complex customer, consumer, and operational issues.
- Build strong relationships with customers, external partners, and cross-functional teams to deliver exceptional customer experience and operational efficiency.
- Monitor service levels and performance metrics, identifying opportunities to improve customer satisfaction and operational efficiency.
- Lead continuous improvement initiatives by optimizing processes, systems, and workflows, including opportunities for automation.
- Identify customer trends, product concerns, and service issues, partnering with cross-functional teams to drive improvements.
- Ensure customer operations are executed accurately and in accordance with company standards.
- Partner with Sales, Operations, Supply Chain, Finance, Marketing, Product, and Quality Assurance to resolve issues and support business objectives.
- Develop and maintain standard operating procedures that promote consistency and operational excellence.
- Champion a customer-first and people-first culture while supporting the continued growth of the business.
We'd Love to Hear from You if You:
- Have post-secondary education in Business or a related field.
- Bring significant experience leading customer service operations in a manufacturing, distribution, consumer goods, or similar environment.
- Have proven success leading, coaching, and developing high-performing teams.
- Have experience overseeing order management, claims, consumer services, EDI, and customer operations.
- Possess strong leadership, communication, and relationship-building skills.
- Are fluent in both French and English (spoken and written), as you'll support customers across Quebec and global markets.
- Have excellent analytical, organizational, and problem-solving abilities.
- Thrive in a fast-paced environment and can effectively manage multiple priorities.
- Are proficient with Microsoft Office and ERP/customer service systems.
- Are highly tech-savvy, resourceful, and enjoy troubleshooting issues and finding practical solutions.
Work With Us, And Benefit From:
- Generous DPSP (Deferred Profit Sharing Plan)
- Employee discount program
- Medical coverage (dental and medical) & Telemedicine
- Hybrid work model (2 days in office)
- Employee Referral Program
- Great work-life balance with flexible work and core hours
- On-site Gym (head office)
- Learning and development reimbursement
- Pet (mostly dogs) friendly office
- On-site, free parking
- Being a part of a company that contributes to its communities for nearly 70 years through a variety of philanthropic initiatives.
Customer Service & Order Entry Director | Directeur(trice), Service à la clientèle et saisie des com in Baie-D'Urfé employer: Hagen-Group
Hagen Group is an exceptional employer that has been a trusted, family-run business for over 70 years, located in Montreal. With a strong commitment to innovation and quality, employees benefit from a hybrid work model, generous profit-sharing plans, and a supportive work culture that prioritizes both customer and employee satisfaction. The company fosters professional growth through continuous learning opportunities and promotes a pet-friendly environment, making it a rewarding place for those passionate about enhancing the lives of pets and their owners.
