Join Bioriginal, a global leader in nutritional innovation with over 30 years of expertise and recent expansion through multiple acquisitions within the last two years. We blend scientifically sourced ingredients to create unique solutions, driving trends in the Food and Nutraceutical sectors since 1993.
Headquartered in Saskatoon, Canada, with facilities across the USA, Europe, and Asia, Bioriginal offers customized solutions that empower our clients to succeed in a competitive market. We're committed to nurturing talent and providing growth opportunities in a dynamic environment where innovation shapes the future of nutritional health.
Position Summary:
The Customer Experience Manager is responsible for leading, developing, and supporting the Customer Service Representative (CSR) team to deliver exceptional customer experiences and strong commercial results. This role ensures effective order management, customer communication, sales support, and internal collaboration while driving consistency, accuracy, and continuous improvement across customer service processes. The Manager acts as a key liaison between Sales, Operations, Supply Chain, Quality, and other internal stakeholders to ensure customer needs are met efficiently and professionally
Responsibilities & Expectations:
Team Leadership & Development
- Leads, coaches, and supports the CSR team to ensure high performance, engagement, and accountability
- Oversees onboarding, training, and ongoing development of CSRs
- Sets clear expectations, goals, and KPIs for the team and monitors performance
- Conducts regular check-ins, performance reviews, and provides ongoing feedback
- Uses customer voice insights to condition, develop, and train the internal team toward customer-centric excellence
- Supports workload management, prioritization, and coverage planning
Customer Service & Order Management Oversight
- Oversees, end-to-end order management to ensure accuracy, timeliness, and adherence to customer requirements
- Ensures customer inquiries and issues are handled promptly, professionally, and consistently
- Escalates and resolves complex customer issues or complaints as needed
- Owns the NCR completion process and delivers positive trend improvement
- Leads priority attention for Redline (priority) accounts, ensuring best-in-class service delivery
Sales Support & Account Management
- Partners closely with Sales leadership and representatives to support sales initiatives and customer growth
- Provides guidance to CSRs on pricing, quotes, contracts, and customer communications
- Supports assigned house accounts and ensures opportunities for revenue and margin growth are identified
- Ensures accurate customer sales forecasts are maintained and communicated internally
Cross-Functional Collaboration
- Works closely with Operations, Supply Chain, Production, Quality, and Finance to ensure product availability, delivery timelines, and customer commitments are met
- Communicates changes in customer demand, forecasts, or service issues to appropriate stakeholders
Systems, Data & Process Improvement
- Ensures CRM data integrity and consistent usage across the team
- Oversees maintenance of customer, sales, and product databases
- Identifies opportunities for process improvements to increase efficiency, accuracy, and customer satisfaction
- Develops and implements best practices, standard operating procedures, and training materials
- Leads traditional customer service continuous improvement, expanding process and system capabilities
- Executes the social media communications strategy and leads social listening and sentiment processes
Performance & Reporting
- Tracks and reports on team KPIs, service levels, and performance metrics
- Owns the Customer Health Score and drives measurable positive trend improvement
- Establishes timely and effective analytics to drive key performance and continuous improvement
- Uses data to identify trends, risks, and improvement opportunities
- Strives to meet or exceed departmental goals as communicated by management
Desired Qualifications:
- 5+ years of progressive experience in customer service, with experience in a B2B environment preferred
- Previous people leadership or supervisory experience is required
- Post-secondary education in Business, Commerce, or a related field is an asset
- Strong leadership, coaching, and team development skills
- Excellent written and verbal communication skills
- Strong problem-solving and decision-making abilities
- High attention to detail and strong organizational skills
- Proficient in MS Office Suite, with advanced Excel skills preferred
- Experience with CRM systems is required
- Ability to manage competing priorities in a fast-paced environment
What Do We Offer?
- Comprehensive Pension Plan
- Extended Health & Wellness Coverage
- Company Paid Time Off
- Leadership Development & Career Advancement
- Work–Life Balance
- Free On-Site Parking
