Customer Service Manager - Order Desk & Warranty

Order Desk Manager
Job Type: Full-time
Pay: CA$65,000.00–CA$75,000.00 per year
Work Location: In person – Edmonton, AB

About BAAN Powertrain
BAAN Powertrain is Canada's largest powertrain distributor, supplying engines, transmissions, transfer cases, differentials, and related hard parts to auto recyclers, independent repair shops, and dealerships across Canada. We're a fast-growing, operationally driven company that takes pride in our product knowledge, customer relationships, and the team behind them. As we scale, we're building the systems, processes, and leadership to match our ambitions — and this role is central to that.

The Opportunity
We're looking for an Order Desk Manager who doesn't just manage a queue — they build a machine. This is a leadership role for someone who gets energized by turning a busy, high-volume operation into something faster, smarter, and more consistent. You'll own the order desk end-to-end: leading the team, raising the bar on customer experience, championing process improvement, and leveraging data and technology to drive measurable results.
If you've led an order desk or inside sales team before, know how to coach people to perform at their best, and get excited about using modern tools to eliminate inefficiency — we want to hear from you.

What You'll Own
Team Leadership & Development

Lead, coach, and develop the order desk team with a focus on continuous improvement
Set clear performance expectations and hold the team accountable with structure and support
Train new hires on products, systems, and customer interaction standards
Build a culture of professionalism, responsiveness, and ownership

Operational Excellence & Process Improvement

Identify bottlenecks and design scalable workflows that handle high volumes without sacrificing quality
Develop and enforce SOPs for quoting, order entry, follow-up, invoicing, and documentation
Monitor KPIs including response times, conversion rates, follow-up rates, and invoice volumes
Prepare performance reports for senior management and drive continuous improvement initiatives
Lead the adoption of tools and systems that make the team faster and more accurate

Technology & Data

Leverage ERP, CRM, and VoIP systems to manage performance, track trends, and coach staff
Use call recordings, analytics, and dashboards to identify coaching opportunities and process gaps
Evaluate and champion AI-powered tools to automate routine tasks and improve team output
Support integration and optimization of eCommerce and digital order channels

Customer Relationships & Retention

Ensure every customer interaction reflects BAAN's reputation for knowledgeable, responsive service
Handle escalations and complex issues with professionalism and a solutions-first mindset
Build lasting relationships with repair shops, recyclers, and dealership contacts
Proactively identify at-risk accounts and work with the team to retain and grow them

Warranty Administration

Serve as the primary warranty administrator for the order desk
Ensure all customer warranty claims are submitted, tracked, and resolved accurately and on time
Verify warranty credits are properly applied to customer accounts and reconciled against supplier credits
Work closely with the Warranty Technical Advisor on claim eligibility, documentation, and approvals
Maintain warranty records and reporting, and flag recurring trends to management

Cross-Department Collaboration

Partner closely with sales, warehouse, purchasing, and management to align priorities
Ensure order desk operations reflect current inventory availability and capacity
Support company-wide growth initiatives and contribute to strategic planning


What You Bring
Required

5+ years in an order desk, inside sales, or customer service leadership role
Proven track record of improving team efficiency and operational performance
Strong people-management skills — you know how to coach, develop, and hold a team accountable
Comfortable working with ERP and CRM systems and using data to drive decisions
Excellent communication skills — written, verbal, and over the phone
Calm under pressure with a solutions-focused mindset

Preferred

Automotive aftermarket, parts distribution, or wholesale industry experience
Experience with VoIP platforms (e.g., CloudTalk, Dialpad) and using call analytics for team coaching
Hands-on experience with AI tools for workflow automation, quoting assistance, or operational efficiency
Experience with automotive ERP systems (MAM Autopart / Klipboard or similar a strong asset)
Background in warranty administration or coordinating with a warranty technical team
Experience managing KPIs, building reports, and presenting performance data to leadership
Bilingual (French/English) an asset


You'll Thrive Here If You…

Get energized by building systems, not just managing tasks
Take pride in a team that performs consistently, not just occasionally
Are the kind of leader who finds the problem before it becomes a complaint
See technology as a tool for making your team better, not a threat to replace it
Want to grow with a company that's scaling fast and investing in its people


What We Offer

Competitive salary: CA$65,000–CA$75,000 per year
Dental and vision care
On-site parking
A high-growth environment where your impact is visible and valued


BAAN Powertrain is an equal opportunity employer. We welcome applications from all qualified candidates.

Phase 1 — Weeks 1–2: Foundation & Orientation
Get oriented with BAAN's business, team, customers, and product catalog. Shadow the order desk team on live calls, emails, and order processing to understand the end-to-end workflow.
Phase 2 — Weeks 3–4: Systems & Processes
Achieve working proficiency in MAM Autopart (ERP) — quoting, order entry, invoicing, and reporting. Get up to speed on our VoIP phone system, call analytics, CRM, and the KPIs used to track team performance.
Phase 3 — Weeks 5–6: Warranty Administration & Customer Operations
Learn BAAN's full warranty claims process — submission, tracking, credit reconciliation, and collaboration with the Warranty Technical Advisor. Deepen understanding of key customer accounts, escalation procedures, and retention practices.
Phase 4 — Weeks 7–12: Leadership Transition & Full Ownership
Take full ownership of the order desk — leading daily huddles, running one-on-ones, conducting performance reviews, and presenting a first process improvement initiative to senior management. Full independent operation by Day 90.