Manager, Customer Care

Who We Are

At Grand & Toy, we're more than just a supplier – we're a trusted partner to businesses across Canada. With over a century of experience, we've built a legacy of delivering innovative solutions in office supplies, furniture, technology, cleaning products, and facility management. We strive to empower organizations by simplifying procurement, streamlining operations, and providing tailored solutions that drive success. We pride ourselves on exceptional service, sustainable practices, and creating value for businesses of all sizes.

As a leader in the industry, we're committed to fostering strong relationships, reducing costs, and helping our clients build smarter workplaces. Internally, that means building strong, respectful relationships with our people and our partners, too.

About the Role

As the Manager, Customer Care at Grand & Toy, you’ll lead our customer care operation for customers across Canada, overseeing a hybrid model that includes Canada‑based swivel‑chair Customer Care Agents and offshore support partners. Your mandate is to deliver a consistent, high‑quality customer care across all service channels.

You’ll be responsible for developing high‑performing customer care agents, maintaining service levels, supporting process efficiency, and exceeding customer satisfaction. Working closely with Sales, Operations, Supply Chain, IT, and external partners, you’ll help ensure seamless order execution, issue resolution, and service delivery.

Key Responsibilities

• Lead the Customer Care function
  Inspire, coach, and develop a Canada‑based Customer Care team and oversee offshore partners to deliver consistent, high‑quality care across all channels.
• Own customer care & escalations
  Manage complex issues and escalations, using customer feedback and trends to improve satisfaction and retention.
• Drive operational excellence
  Optimize processes, standardize workflows, and remove friction to improve efficiency, accuracy, and consistency across the hybrid support model.
• Use data to guide performance
  Monitor key metrics (service levels, response times, quality, customer satisfaction) and use insights to drive accountability and decision‑making.
• Enhance tools & cross‑functional collaboration
  Partner with IT and business teams to improve systems and tools, and work closely with Sales, Operations, and Supply Chain to ensure seamless order execution and service delivery.

Who You Are

• Experienced Leader – Minimum 5 years leading customer care/contact centre or customer operations teams, ideally in a hybrid or multi‑site environment.
• Customer & Results Focused – Balance exceptional customer experience with operational efficiency and business goals.
• Data‑Driven & Analytical – Comfortable using metrics and reporting to identify trends, set priorities, and drive performance.
• Strong People Manager – Skilled at coaching, setting clear expectations, and building engaged, high‑performing teams.
• Tech‑Savvy – Proficient with CRM systems (Microsoft Dynamics 365 or equivalent), ERP systems (AS400 or similar), Microsoft Office (especially Excel), and reporting/analytics tools.
• Collaborative Communicator – Builds strong relationships across teams and navigates escalations with calm, clear, solutions‑oriented communication.

Bonus points for being bilingual in English and French

What Grand & Toy Offers

At Grand & Toy, we're committed to helping you thrive, professionally, financially, and personally. As part of our team, you'll enjoy a rewarding career with strong support and meaningful opportunities to grow.

Here’s what Grand & Toy offers:

• Competitive Compensation – with a hiring range between $70,000 - $85,000 that reflects your skills and experience, with future growth potential.
• Comprehensive Benefits Package – Health, dental, vision, and wellness programs to support you and your family.
• Retirement Savings Support – Matching RRSP contributions through a flexible retirement savings plan.
• Learning & Development – Access to tuition reimbursement, training, tools, and resources to help you build your skills and advance your career.
• Career Advancement – Opportunities for growth and promotion within a proudly Canadian company.
• Exclusive Perks – Associate and corporate discounts, plus rewards programs in eligible roles.

We are committed to providing accommodations for persons with disabilities. If you require accommodation during the recruitment process or in the workplace, we will work with you to meet your needs.

Ready to Apply?

Join Grand & Toy as the Manager, Customer Care and help us provide an exceptional experience to businesses across Canada, while building a career with a company that values your skills, supports your growth, and recognizes your impact.

Our recruitment team uses AI tools to help source candidates, but all screening and selection decisions are made by humans. Only those selected for an interview will be contacted.