City : Ottawa

Category : Yearly Temporary/Contract

Industry : Recruitment/Staffing

Employer : The Adecco Group

Adecco is currently hiring a Customer Care Manager for a full-time position.

In this role, you will be responsible for leading the Customer Care team, overseeing daily inquiries, managing escalations, and ensuring seamless coordination with Supply Chain, Sales, and external customers. The ideal candidate is a strong communicator, an experienced leader, and comfortable handling urgent after-hours situations when required.

• Location: Ottawa, ON

• Job Type: Full-time, permanent

• Schedule: Hybrid (minimum 3 days/week in office: Tuesday, Wednesday, Thursday)

• Pay rate: Up to $100,000 annually + 10% annual bonus

Why join us:

• Opportunity to work in a collaborative environment with multiple cross-functional teams

• Hands-on leadership role with strong long-term growth potential

• Competitive compensation package including bonus, healthcare, RRSP, and 4 weeks’ vacation

• Chance to build expertise in customer operations, logistics, and complex case management

Key responsibilities:

• Oversee daily customer inquiries and ensure timely, accurate responses

• Provide leadership and guidance during manufacturing or supply chain disruptions

• Manage escalations and ensure effective resolution of complex issues

• Communicate with third-party vendors to coordinate logistics and investigate delivery concerns

• Lead communications during major logistics disruptions to maintain transparency

• Maintain consistent communication with customers regarding disputes, finance updates, and usage reports

• Represent the company professionally when handling escalated customer concerns

• Support the customer care team in managing manufacturing challenges

• Assist with urgent or complex orders, including relabels, LATAM shipments, and expedited requests

• Maintain and update work instructions and SOPs

• Implement changes through the quality system and ensure proper documentation

• Verify that team-generated reports are complete, accurate, and up to date

• Guide the team through complaint submissions and feedback tracking

• Report on logistics performance and order accuracy

• Conduct regular reviews with logistics partners for mis-deliveries and service issues

• Collaborate with cross-functional teams to improve operational efficiency

• Provide audit support as the subject matter expert for customer services

• Perform other duties as required

Qualifications:

• Must be eligible to work and reside within Canada

• Bachelor’s degree in a related field or equivalent experience

• Experience in customer service operations or a similar leadership role

• Strong interpersonal and communication skills for effective cross-functional management

• Proven ability to lead teams, resolve conflicts, and manage complex operational challenges

• Preferred: experience with quality systems, SOP documentation, and audit processes

Interested in this opportunity? Apply now to join a motivated team and grow your career in customer operations.
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