CUSTOMER SERVICE MANAGER
The Customer Service Manager is accountable for leading the customer service activities for Alternative Protein. This includes responsibility for the daily execution of the Customer Service processes of order management, incoming call routing (where applicable) and daily issue resolution as well as the coaching and performance management of their respective team.
Hire, retain, motivate and reward employees to provide exceptional Customer Service and to strive for continuous improvement.
Tactical execution of the Customer Service or Supply Chain strategic plan (where applicable)
Ensure Customer Service team executes the daily order management process. The manager will work with the team, customers and other functional areas to resolve issues that arise.
Will act as a primary Customer Service contact, at tactical level, for key cross-functional stakeholders (Sales, Distribution, Supply Chain Planning, Finance), managing these relationships to ensure effective and efficient Customer Service processes.
Ensure that telephony call-routing where applicable meets department targets and process guidelines
Work with cross-functional teams, to ensure order fulfillment.
Develop and maintain professional, long-term customer relationships.
Ensure the effective management of claims.
Identify and select opportunities to enhance Alternative Protein's systems and processes; marshalling the resources to prepare and execute continuous improvement projects where appropriate.
Lead or participate in Projects related to achieving Customer Service goals and process improvement.
Use best in class tools to develop and monitor measurements in Customer Service related processes.
Support direct reports in complete of customer service scorecard and execution of correction action.
Accountable for results in order management, service penalties and operations.
Provide visibility to key Customer Service metrics.
Participation in the annual budget process for the Customer Service department and management of annual budget targets.
Establish and maintain a high performing team
Ensure process conformance of Customer Service staff
Established business targets are met related to order accuracy, telephony targets, case fill rate, claims, and others as identified
Resolution of Key Account scorecard issues
REQUIRED SKILLS AND EXPERIENCE:
Strong alignment with Maple Leaf's Leadership Values
3 years experience in a leadership role (preference for Customer Service or Supply Chain experience in a Consumer Packaged Goods company)
Undergraduate Degree or college diploma (preference in a related field)
Proven record of forging partnerships with other areas to drive performance across business and functional lines
Strong communication skills
Demonstrated ability to review and analyze appropriate data order to effectively communicate business performance
Superior people management ability
Confidant in leading change; establishing a sense of purpose and urgency; gaining and sustaining momentum
Strong problem solving, prioritization and organizational skills with the ability to manage multiple competing projects
Demonstrated experience using SAP and linked interfaces with Customer order management
We thank all applicants for their interest in exploring employment opportunities with Maple Leaf Foods however only those selected for an interview will be contacted. Applicants may be subject to a background check and must meet the security criteria designated for the position.
Maple Leaf Foods is committed to Employment Equity and maintaining a diverse workforce. Job applicants with a disability who require reasonable accommodation for any part of the application or hiring process can contact our Talent Attraction Team at firstname.lastname@example.org. Reasonable accommodations will be determined on a case-by-case basis and your request will be responded to as soon as possible.
Maple Leaf Consumer Foods Inc