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Company Name: Merrithew International Job Title: Customer Service Supervisor Reports to: Senior Manager, Customer Service Category: Full time, Hybrid Permanent Position Location: Scarborough Ontario, Tapscott Office Opportunity: This is a new role in the organization Compensation: $50,000.00 - $60,000.00 plus commission About Merrithew Merrithew is the global leader in mind-body education and equipment. Founded in 1988, the company has trained more than 80,000 instructors and partners worldwide, developed six innovative education programs STOTT PILATES, ZENGA, Total Barre, Halo Training, Merrithew Fascial Movement and CORE Athletic Conditioning & Performance Training and has produced an extensive line of professional and athome equipment and accessories for personal and professional use. Join Merrithew in its mission to inspire people worldwide to lead healthier lives through premium education programs and cuttingedge equipment. With a focus on worldclass education and industryleading equipment, Merrithew is dedicated to promoting optimal fitness and wellness for all. Our Core Values Community Culture of belonging, encourage connections and engagement Passion Be present, enthusiastic, energetic, committed to purpose, inspiring Boldness Act with courage, change the norm, never settle for just ok CustomerCentric Our Vision is fulfilled through our Trainers, Partners and endcustomers. Accountability Act like owners, own the results Innovation Delivering the best, highestquality products, programs and services Position Overview The Customer Service Supervisor is responsible for overseeing the daily operations of the Customer Service team, ensuring the delivery of exceptional support to commercial customers, distributors, and internal stakeholders. Reporting to the Senior Manager, Customer Service, this role supervises Customer Care Specialists and Customer Service Coordinators, manages service performance, and ensures efficient resolution of customer inquiries related to equipment, warranties, replacement parts, and product functionality. The Supervisor will play a key role in team leadership, process improvement, and service quality, while working closely with Sales, Manufacturing, Logistics, and Finance to ensure a seamless customer experience. Key Responsibilities Team Leadership & Supervision Supervise, coach, and support the Customer Service team to ensure high levels of customer satisfaction and service efficiency. Monitor team performance, provide regular feedback, and conduct performance evaluations. Onboarding, training, and development of new customer service team members. Provide guidance and support in handling complex or escalated customer issues. Foster a collaborative, positive, and customerfocused team environment. Customer Service Operations Ensure all customer service procedures are followed and that cases are accurately documented and tracked in the CRM system. Oversee the timely resolution of customer equipment concerns and service issues. Monitor service metrics and identify opportunities to improve response times and service quality. Ensure accurate processing of replacement orders, warranty claims, and service requests. Issue Resolution & Escalation Manage and resolve escalated customer complaints and technical concerns. Work with Manufacturing, Engineering, Sales, and Logistics teams to resolve product or delivery issues. Monitor recurring warranty claims or product concerns and escalation trends to management/Quality. Process Improvement & Reporting Identify opportunities to improve customer service processes, documentation, and workflows. Track and report key service metrics and performance trends to the Senior Manager, Customer Service. Ensure accurate documentation of priority issues, incidents, and accident reports. Operational Coordination Oversee customer returns and ensure proper coordination of RMA processes with internal departments Support service provider network management and maintain updated records in the CRM database. Assist with crossfunctional collaboration between Customer Service, Sales, and other departments. Competitive Insights & Business Support Identify potential sales opportunities through customer interactions and share with the appropriate Sales teams. Provide input into product improvements based on customer feedback and service trends. Additional Responsibilities Contribute to internal communications and customer education resources. Assist with training initiatives related to product troubleshooting and maintenance. Perform other duties as assigned. Skills & Qualifications 35 years of customer service experience, preferably in a technical, manufacturing, or productbased environment. Previous team lead or supervisory experience is preferred. Postsecondary education or equivalent professional experience. Strong knowledge of CRM systems and customer service workflows. Proficiency in Microsoft Office (Outlook, Word, Excel, PowerPoint). Strong technical or mechanical aptitude is considered an asset. Excellent leadership, coaching, and team development skills. Exceptional communication and interpersonal skills. Strong problemsolving and decisionmaking abilities. Excellent organizational and time management skills with the ability to prioritize multiple tasks. Ability to work effectively in a fastpaced, customerfocused environment. Additional language skills are considered an asset, with fluency in Mandarin being strongly preferred. Merrithew may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human review. All final hiring decisions are made by Merrithews recruitment team. Merrithew is committed to providing accessible employment practices that comply with the Accessibility for Ontarians with Disabilities Act (AODA). Merrithew is committed to providing a barrierfree access workplace. If you need accommodation at any stage of your application, or want more information on our accommodation policies, please contact us . Merrithew is proud to be an Equal Opportunity Employer. Our organization respects and follows the letter and spirit of the Ontario Human Rights Code. We celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or any other code grounds. #J-18808-Ljbffr