Customer Service Manager (CSM)

Position Title: Customer Service Manager

Reports To: Director of Sales

Region: Remote (Any Branch)

Department: Sales

Employment Type: Full Time

Who We Are

Founded in 2015, North Country Tire has rapidly grown to become a trusted name in tire distribution in Western Canada. With a focus on delivering exceptional service, reliability, and value, we partner with retailers, automotive shops, and service providers to offer a comprehensive range of high-quality tire brands.

Our strategically located distribution centres and commitment to operational excellence ensure that our customers receive the right product, at the right time, every time.

At North Country Tire we pride ourselves on our entrepreneurial spirit and customer first-culture. As a growing company in a dynamic industry, we are driven by innovation, strong vendor relationships, and a team-oriented approach. We believe in empowering our employees, investing in continuous improvement, and building long-term partnerships that support the success of both our customers and our people.

Position Summary

We are looking for an experienced, people-focused Customer Service Manager to lead our Customer Service team. This individual will be responsible for creating an outstanding customer experience while developing a high-performing team that supports our sales organization and customers across Western Canada.

This is an excellent opportunity for a motivated leader who enjoys coaching others, improving processes, and creating a culture of accountability, collaboration, and continuous improvement.

Key Responsibilities

• Lead, coach, and develop the Customer Service team through regular feedback, performance management, and ongoing training.
• Foster a positive, customer-first culture focused on responsiveness, professionalism, and problem-solving.
• Monitor team performance using key service metrics and implement improvements where needed.
• Partner closely with the Sales, Operations, Credit, Purchasing, and Logistics teams to ensure seamless customer experiences.
• Support escalated customer concerns and provide timely, professional resolutions.
• Identify opportunities to improve internal processes, workflows, and efficiencies.
• Assist with recruitment, onboarding, and development of new Customer Service Representatives.
• Ensure consistent execution of company policies and service standards.
• Manage scheduling and staffing to provide appropriate customer coverage across multiple time zones.
• Lead regular team meetings and communicate company initiatives effectively.
• Contribute to projects that improve customer experience and support company growth.

Skills and Qualifications

• Previous leadership experience managing customer service or inside sales team.
• Strong coaching, mentoring, and employee development skills.
• Excellent communication and interpersonal abilities.
• Exceptional organizational and time management skills.
• Proven ability to prioritize in a fast-paced, high-volume environment.
• Strong problem-solving and decision-making abilities.
• Experience working collaboratively across multiple departments.
• Proficiency with Microsoft Office and ERP/business management systems.
• Tire, automotive, wholesale distribution, or related industry experience is considered a strong asset.

What We’ll Offer

In addition to a great culture and engaging work with opportunities for growth and development, we offer:

• Group benefits
• Competitive salaries
• Paid vacation and sick days
• Opportunities for career advancement
• Performance incentive or bonus opportunities
• Flexible work hours
• Team BBQs, holiday celebrations, and other staff appreciation events
• Employee discount on tires
• Company branded gear

Equal Opportunity Employer

At North Country Tire, we are proud to be an equal opportunity employer and are committed to creating a diverse and inclusive workplace. All aspects of employment, including the decision to hire and promote, are based on the applicants’ qualifications, merits, competence and performance without regard to any characteristic related to diversity.

We will only use the information you provide to process your application and to produce tracking statistics. Since we do not request personal data deemed sensitive, we ask that you abstain from sharing that information with us in your application.

How to Apply

If you’re interested in applying for this job, please submit your cover letter and resume on our website at northcountrytire.ca/careers or by email to bseeger@northcountrytire.ca.

Pay: $60,000.00-$70,000.00 per year

Benefits

• Casual dress
• Company events
• Dental care
• Flexible schedule

Work Location: Hybrid remote in Calgary, AB