Sr. Manager - Customer Service & Order Desk

Job Description

Job Description

Job Description

Position Summary:

The Senior Manager, Customer Service & Order Desk is a strategic leadership role responsible for overseeing and optimizing the full order management cycle. Working closely with the Sales Director, this role ensures that all client orders are processed efficiently, accurately, and in alignment with production capabilities and customer expectations.

This position will provide direction to the Order Desk team, including the existing Order Desk Manager and Customer Service Representatives, ensuring high standards of performance, process consistency, and customer satisfaction. The Senior Manager will take ownership of complex orders, special client requests, and cross-functional collaboration with Production, Finance, Sales, and Purchasing to resolve issues and drive continuous improvement.

This is a full-time, on-site position and a hands-on leadership role suited for someone who thrives in a fast-paced, high-volume manufacturing environment and is passionate about delivering results through team development, process optimization, and customer-first thinking.

Key Responsibilities:

• Lead and oversee the entire Order Desk operation, including supervising the Order Desk Manager and supporting team.
• Act as the main escalation point for complex or high-value orders, customer issues, and production conflicts.
• Streamline and optimize the full order cycle, from intake to production release, ensuring efficiency and accuracy at every stage.
• Develop and enforce SOPs, KPIs, and best practices to standardize processes and measure team performance.
• Collaborate cross-functionally with Sales, Production, Finance, and Purchasing to resolve escalated issues, approve rush or custom orders, and balance workload.
• Manage and resolve financial disputes, pricing exceptions, and credit issues in partnership with the Controller and Sales Director.
• Support the development of the team by mentoring, coaching, and training staff on order protocols, client communications, and systems usage.
• Conduct regular audits of order accuracy, fulfillment timelines, and service quality to identify trends and areas for improvement.
• Input and manage high-priority or custom orders, ensuring proper configuration and accuracy in systems (including FeneVision).
• Liaise with the Production Manager to facilitate custom requests, remakes, and approval of special orders.
• Oversee entry of special configurations such as shapes, custom colors, or specialty items.
• Lead or support continuous improvement initiatives across the department.
• Provide backup support for production scheduling and other key operational areas as needed.
• Report regularly to the Sales Director on department performance, customer issues, and operational risks.

Skills:

• Deep understanding of window and door manufacturing, product specifications, and production processes.
• Proven leadership and team development experience in a fast-paced, customer-facing role.
• Strong analytical and problem-solving skills, with a continuous improvement mindset.
• Excellent communication and interpersonal skills, with the ability to manage both customer relationships and internal teams.
• Advanced proficiency in FeneVision, Microsoft Office (especially Excel), and ERP/order management systems.
• Strong organizational and time management skills with the ability to handle competing priorities.

Education & Experience:

• Post-secondary education in Business Administration, Operations Management, or a related field.
• 7+ years of progressive experience in order management, customer service, or operations within the window/door manufacturing industry.
• 3+ years in a leadership role, managing teams and cross-department collaboration.
• Demonstrated experience managing escalations, process improvements, and customer satisfaction metrics.

We thank all interested candidates for applying. Successful candidates will be contacted to participate in the interview process.

Stage Windows & Doors is an equal opportunity employer that is committed to inclusion and diversity. We are committed to providing employment accommodation in accordance with the Ontario Human Rights Code and the Accessibility for Ontarians with Disabilities Act. If contacted for an employment opportunity or testing, please advise Human Resources if you require accommodation.