Job Title

Company Name: Merrithew InternationalJob Title: Customer Service Supervisor Reports to: Senior Manager, Customer ServiceCategory: Full time, Hybrid PermanentPosition Location: Scarborough Ontario, Tapscott Office Opportunity: This is a new role in the organizationCompensation: $50,000.00 - $60,000.00 plus commission About MerrithewMerrithew 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 at-home 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 cutting-edge equipment. With a focus on world-class education and industry-leading equipment, Merrithew is dedicated to promoting optimal fitness and wellness for all. Our Core ValuesThese are the values that guide our daily actions, decisions, and how we work with one another and our customers:Community Culture of belonging, encourage connections and engagementPassion Be present, enthusiastic, energetic, committed to purpose, inspiringBoldness Act with courage, change the norm, never settle for just okCustomer-Centric Our Vision is fulfilled through our Trainers, Partners and end-customers. Accountability Act like owners, own the resultsInnovation Delivering the best, highest-quality products, programs and services Position OverviewThe 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 Co-ordinators, 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 ResponsibilitiesTeam Leadership & SupervisionSupervise, 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 customer-focused team environment.Customer Service OperationsEnsure 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 & EscalationManage 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 escalate trends to management/Quality.Process Improvement & ReportingIdentify 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 CoordinationOversee customer returns and ensure proper coordination of RMA processes with internal departmentsSupport service provider network management and maintain updated records in the CRM database.Assist with cross-functional collaboration between Customer Service, Sales, and other departments.Competitive Insights & Business SupportIdentify 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 ResponsibilitiesContribute to internal communications and customer education resources.Assist with training initiatives related to product troubleshooting and maintenance.Perform other duties as assigned.Skills & Qualifications35 years of customer service experience, preferably in a technical, manufacturing, or product-based environment.Previous team lead or supervisory experience is preferred.Post-secondary 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 problem-solving and decision-making abilities.Excellent organizational and time management skills with the ability to prioritize multiple tasks.Ability to work effectively in a fast-paced, customer-focused 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 barrier-free 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.