Customer Quality and Service Supervisor

Job Title: Customer Quality and Service Supervisor

Reports to: Quality Manager

Date: September 2026

Category: Full Time - Permanent

Location: 1271 Tapscott Road. Onsite

Opportunity: This posting is for a new role

Compensation: $75,000 to $100,000/year

About Merrithew:

Merrithew® is the global leader in mindful movement, the company behind the STOTT PILATES® Movement System™ and a growing portfolio of leading movement education and equipment brands, including Align-Pilates and the GYROTONIC® organization. Since 1988, Merrithew has trained more than 100,000 instructors in over 135 countries and developed premium equipment and science-based education trusted by leading studios, rehabilitation centers and fitness professionals.

Merrithew supports instructors, studio owners and wellness leaders with a complete ecosystem to thrive, including training, equipment, digital resources, business tools and a global network of peers. Its vision is to transform lives through intentional, inclusive movement, shaping the next era of mindful movement through innovation, purpose and a commitment to professional excellence.

GYROTONIC® and GYROKINESIS® are registered trademarks.

Our Core Values

These are the values that guide our daily actions, decisions, and how we work with one another and our customers:

• Community – Culture of belonging, encourage connections and engagement
• Passion – Be present, enthusiastic, energetic, committed to purpose, inspiring
• Boldness – Act with courage, change the norm, never settle for “just ok”
• Customer-Centric – Our Vision is fulfilled through our Trainers, Partners and end-customers.
• Accountability – Act like owners, own the results
• Innovation – Delivering the best, highest-quality products, programs and services

Position Overview:

The Customer Service & Quality Supervisor leads the day-to-day Customer Service function while providing hands-on support for complex product and customer issues. This role supervises and develops Customer Service Coordinators, ensures a high-quality customer experience, and works closely with Quality, Operations, Engineering, Product Development, Supply Chain, and suppliers to resolve product-related concerns.

The successful candidate is a customer-service-focused people leader who is comfortable managing a B2C environment, handling escalated customer concerns, coaching team members, improving service processes, and using product knowledge and problem-solving skills to investigate complex issues.

This role is both customer-facing and hands-on. The Supervisor will review customer concerns, support escalations, investigate product issues, participate in root-cause investigations, and work directly with cross-functional teams and the manufacturing floor to identify and resolve recurring problems.

Major responsibilities:

Customer Service Leadership

• Supervise, coach, and support Customer Service Coordinators in the day-to-day management of customer inquiries, complaints, warranty requests, and product concerns.
• Manage workload, priorities, escalations, and response times to ensure a consistent and positive customer experience.
• Establish clear standards for customer communication, follow-up, documentation, and issue resolution.
• Support team members with complex or escalated customer situations and determine appropriate next steps.
• Monitor customer service performance and identify opportunities to improve service levels, efficiency, and customer satisfaction.
• Coach team members on effective communication, problem-solving, de-escalation, and customer follow-up.
• Partner with Sales, Logistics, Quality, Operations, and other departments to resolve customer issues efficiently.
• Help develop and improve Customer Service processes, procedures, and training.

Customer Complaint & Escalation Management

• Act as an escalation point for complex or high-priority customer concerns.
• Review customer complaints, warranty claims, returns, and product concerns to determine appropriate action.
• Ensure customer concerns are accurately documented, investigated, communicated, and closed in a timely manner.
• Identify recurring customer issues and work with the appropriate departments to address underlying causes.
• Ensure customers receive clear, timely, and appropriate communication throughout the resolution process.
• Balance customer needs with company policies, warranty requirements, and business considerations.

Product Investigation & Root Cause Analysis

• Lead or support investigations of complex product complaints, warranty issues, and field failures.
• Work directly with Quality, Operations, Engineering, Product Development, Supply Chain, and suppliers to determine root causes.
• Participate in investigations on the manufacturing floor and through inspection, testing, product evaluation, and review of production information.
• Use practical problem-solving techniques such as 5 Whys, Fishbone Analysis, and other root-cause methods.
• Identify trends and recurring issues and recommend corrective actions.
• Coordinate corrective actions with the appropriate departments and follow through to resolution.
• Translate technical findings into clear information that can be communicated to Customer Service and customers.
• Develop and track corrective and preventive actions (CAPAs) through closure.

Customer Experience & Continuous Improvement

• Monitor customer feedback, complaints, warranty claims, returns, and service trends to identify opportunities for improvement.
• Develop and monitor Customer Service KPIs such as response time, resolution time, complaint volume, warranty trends, and customer satisfaction.
• Identify opportunities to improve customer communication, internal processes, and resolution times.
• Provide Voice of Customer feedback to Quality, Operations, Engineering, and Product Development.
• Participate in product and process improvement initiatives based on customer feedback and field experience.
• Help identify opportunities to reduce repeat complaints and improve overall customer experience.
• Partner with Product Development and Engineering teams to provide Voice of Customer (VOC) insights

Warranty & Returns

• Support the review and disposition of warranty claims and product returns.
• Coordinate the evaluation of returned products and components when technical investigation is required.
• Work with Quality and Operations to determine whether product issues are related to manufacturing, supplier, design, installation, use, or other factors.
• Maintain appropriate records of investigations, findings, and resolutions.
• Work with suppliers and manufacturing partners when customer issues are related to supplied components or products.
  

Reporting & Communication

• Maintain and report Customer Service and customer-quality KPIs.
• Analyze complaint and warranty data to identify trends and recurring issues.
• Prepare regular reports and recommendations for management.
• Communicate customer trends and significant issues to internal stakeholders.
• Ensure important customer feedback is effectively communicated throughout the organization.
  

Skills and Qualifications:

Education

• Bachelor's degree in Engineering, Quality Management, Manufacturing, Business, or related field preferred.
• Equivalent combination of education and experience may be considered.

Experience

• 5–7 years of progressive experience in Quality Engineering, Customer Quality, Manufacturing Quality, or a closely related technical quality role.
  Significant experience managing teams, customer complaints, warranty issues, or field quality concerns.
• 3+ years of experience in B2C Customer Service
• Experience investigating customer complaints and conducting root cause analysis.
• Experience working with CRM, ERP, or Quality Management Systems.
• Experience troubleshooting products or working with technical/product issues is required.
• Experience working cross-functionally with Operations, Quality, Engineering, Logistics, or Supply Chain is required.

Knowledge & Skills

• Strong B2C customer service and relationship-management skills.
• Strong people leadership, coaching, and team-management abilities.
• Excellent verbal and written communication skills.
• Strong problem-solving and critical-thinking abilities.
• Ability to manage competing priorities in a fast-paced customer service environment.
• Strong escalation-management and conflict-resolution skills.
• Ability to understand and communicate technical product information to non-technical audiences.
• Comfortable working on the manufacturing floor and collaborating directly with Operations and technical teams.
• Ability to investigate problems, identify contributing factors, and drive issues toward resolution.
• Strong organizational and follow-up skills.
• Proficiency with CRM and business systems.

• Root Cause Analysis (RCA) and Corrective and Preventive Actions (CAPA)
• Quality Management Systems
• Data Analysis and Reporting
• Process Improvement Methodologies
• Lean Manufacturing and/or Six Sigma principles

Preferred Certifications

• ASQ Certified Quality Engineer (CQE)
• Lean Six Sigma Green Belt or Black Belt

Merrithew may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human review. All final hiring decisions are made by Merrithew's recruitment team.

Merrithew™ is committed to providing accessible employment practices that comply with the Accessibility for Ontarians with Disabilities Act (AODA).

Merrithew is committed to providing a barrier-free access workplace. If you need accommodation at any stage of your application, or want more information on our accommodation policies, please contact us "[email protected]"

Merrithew™ is proud to be an Equal Opportunity Employer. Our organization respects and follows the letter and spirit of the Ontario Human Rights Code. We celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or any other code grounds.