Customer Service Manager

WHO ARE WE?

Argon 18’s mission is to merge creativity and technology to build a global cycling brand driven by performance, fueled by local passion. Since 1989, and more recently with the opening of a European office in Denmark, the Montreal-based company has been bringing together cycling enthusiasts to create exceptional bikes designed to ride out of the ordinary. Today, Argon 18 bikes are ridden on the roads, tracks and trails of more than 70 countries worldwide. 

THE ROLE

We are currently seeking a motivated, dynamic, and customer-oriented manager with perfect command of English and French to lead the NA Customer service team based in Montreal, Canada. Reporting to the Head of Sales, the Customer service manager is responsible for ensuring exceptional customer satisfaction and support to dealers, riders and partners. This role oversees service performance, manages escalations, drives continuous improvement, and collaborates cross-functionally to support revenue growth and operational excellence.

KEY RESPONSIBILITIES

• Hire, lead and develop the customer service team to establish and maintain trustworthy relationships with dealers and federations, by providing quality service and support in a timely manner
• Ensure the integrity of the customer files in the ERP system, ensuring orders entered manually or treated via the B2B respect the terms and conditions of the sales program
• Ensure customer inquiries and warranty claims submitted via the CRM are handled in a timely manner
• Proactively inform dealers of issues or back orders, proposing satisfactory solutions, and managing escalations
• Liaise with internal departments to ensure, sales orders, customer service requests and commercial gestures are handled in a timely manner
• Work with Head of Sales to create and deploy sales programs and processes
• Foster a customer-centric and solutions-driven culture
• Identify opportunities to improve processes, systems, tools and workflows
• Recommend and implement customer service enhancements and automation initiatives
• Ensure standard operating procedures are documented and followed
• Support NA Account managers and the Head of Sales to proactively identify risks and opportunities to grow the accounts
• Work closely with Operations to ensure commitments are met
• Coordinate with Finance on billing queries and dispute resolution
• Liaise with Product Management and R&D teams to ensure team is up to date on new product launches
• Set performance targets and monitor individual/team KPIs, using data insights to drive decision making

SKILLS REQUIRED

• Bachelor’s degree in Business, Management, or related field
• 5+ years of experience in customer service, preferably in a global B2B environment
• 2+ years of demonstrated experience leading a high performing Customer service team
• Strong understanding of the cycling industry
• In-depth knowledge of Microsoft Office (advanced Excel, Word, Outlook, ERP, CRM)
• Strong analytical skills and knowledge of Power BI
• Excellent interpersonal, communication, and teamwork skills
• Excellent written and spoken English and French language skills
• Ability to travel and flexibility to adapt work schedule to attend events (evenings and weekends) approximately 5% of time.

WHAT WE LOOK FOR IN A CANDIDATE

• Strategic thinking and problem-solving
• Leadership and team development
• Strong communication and stakeholder management skills
• Data-driven decision-making

• Process improvement mindset

   

WHAT WE OFFER

• A stimulating and relaxed work environment.
• A passionate and dynamic team.
• An office space that makes you eager to come to work, close to Jarry Park and bicycle paths.
• Access to the employee discount program on our products, as well as industry pro deals.
• Flexible and hybrid work schedule.