Service Delivery jobs in Peterborough, ON

Inside Sales Manager

Shimano Canada Fishing Tackle Division

Shimano is a global company offering the world’s sporting community top labels and brands, including Shimano, G. Loomis and Power Pro.

We are seeking an experienced and results driven Inside Sales Manager to join our Shimano Canada Limited (SCL) Fishing Division team. At Shimano, we welcome your leadership, innovation, and operational expertise.

We offer an exceptional array of employee benefits and incentives for full-time employees and are proud to support our employee’s health and happiness.

Job Summary:

The Inside Sales Manager is a key leadership role within the Fish Division, responsible for overseeing Inside Sales, Customer Service, Warranty Centre, and administrative functions.

This position is accountable for driving sales execution, ensuring operational excellence, and delivering superior customer experience across all revenue channels. The role combines team leadership, process optimization, data analysis, and cross-functional coordination to support business growth and service performance.

The ideal candidate is highly organized, detail-oriented, and capable of managing multiple departments and systems in a fast-paced, data-driven environment.

Essential Duties/Responsibilities:

Leadership & Team Management

• Lead, coach, and develop Customer Service, Warranty Centre, and administrative teams to ensure strong performance and accountability.
• Conduct staff reviews, manage scheduling and vacation approvals, and ensure adequate coverage across all functions.
• Develop, implement, and maintain standard operating procedures (SOPs) and training programs to support consistency and continuous improvement.

Inside Sales Management

• Oversee daily order flow across all sales channels, including EDI transactions, allocation, and fill rate performance.
• Monitor forecast achievement and support key dealer accounts across MASS (CTC) and SSR channels (BPS, SAIL).
• Collaborate with National and Independent Sales Managers and provide operational support to drive sales execution and resolve issues.

Customer Service Operations

• Manage call centre operations, including queue supervision, phone coverage, and performance monitoring.
• Track and analyze call metrics and service levels to ensure KPI targets are met.
• Handle escalated customer inquiries, complaints, and disputes to ensure timely resolution.
• Oversee email, case management, and Salesforce workflows to ensure consistent service delivery.

Warranty Centre Management

• Oversee Warranty Centre operations, including repair workflows, backlog management, and turnaround times.
• Monitor incoming volumes, backlog levels, and rod processing performance.
• Track and report on Warranty Centre revenue, including service programs and repair activity.
• Coordinate work order entry, system troubleshooting, and issue resolution.

Administration

• Maintain pricing accuracy, including SKU/account-level pricing, price lists, and order forms.
• Ensure data integrity across systems (JD Edwards, SAP, Salesforce) including item setup, cross-referencing, and issue resolution.
• Develop and manage reporting (sales, customer service, and warranty) to support performance tracking and decision-making.
• Lead process improvements, system enhancements (Salesforce, SAP, Consumer Facing Services), and alignment with North American programs.
• Support cross-functional operations including logistics coordination, mis-ship tracking, inventory transfers, and returns/credits.
• Contribute to ongoing projects and initiatives related to systems, processes, and operational efficiency.

Job Qualifications:

• Proven leadership experience in inside sales, customer service, and data management.
• Strong knowledge of order management, EDI processes, and sales support functions.
• Experience managing multiple teams or functional areas simultaneously.
• Excellent communication, leadership, and problem-solving skills.
• High attention to detail with strong analytical and organizational abilities.
• Advanced proficiency in Microsoft Office Suite, with emphasis on Microsoft Excel
• Experience with JD Edwards, SAP, Salesforce, Netstock, SPS Commerce, or similar systems is an asset.
• Ability to manage multiple priorities in a fast-paced environment.
• Knowledge of fishing products or industry experience is considered an asset.

Education:

University Degree or College Diploma

NOTE: This job description is not intended to be an exhaustive list of all duties, responsibilities, or qualifications associated with the job. Shimano Canada LTD reserves the right to modify and change responsibilities and duties herein without notice.

Shimano Canada LTD is an equal opportunity employer and will not discriminate against any employee or applicant based on age, color, disability, gender, national origin, race, religion, sexual orientation, veteran status or any classification protected by federal, provincial, or local law. Shimano does not use artificial intelligence (A.I) to review and/or sort resumes.

If you are ready to take on this exciting opportunity and make a difference at Shimano, we invite you to apply today and join us in promoting health and happiness through our products

Pay: $63,500.00-$84,500.00 per year

Benefits:

• Dental care
• Employee assistance program
• Extended health care
• On-site gym
• On-site parking
• Paid time off
• RRSP match
• Vision care

Work Location: In person