High Liner Foods Incorporated is looking for a Customer Service Manager to join its Canadian Operations Team. This position is based out of the Sales & Marketing head office in Concord, ON and reports to the Business Partner, Finance & Customer Service. The Customer Service Manager is responsible for the day to day supervision of the Customer Service team located in the Concord & Montreal offices.
The main mandate of the position is to ensure that all High Liner Foods customers receive an outstanding & professional customer service experience through the effective use of operational and managerial skills. The incumbent will interact with senior management and work on a daily basis with major internal customers such as: Sales & Marketing teams, Operations team (Logistics & Inventory Management), and Corporate Finance. External customers include major retail chains as well as Food Service operators and distributors.
Key Responsibilities include but not limited to:
Lead, mentor, and coach the Customer Service team to ensure that all orders are processed in a timely and efficient manner and all deductions are cleared and accounted for.
Resolve all customer service issues promptly and in accordance with company procedures, strategic goals, and values.
Work directly with the Business Partner, Finance & Customer Service and the Sales & Marketing organizations to develop and nurture positive customer/supplier relationships and to establish effective customer communication processes.
Establish procedures and ensure that all daily operating activities meet financial control requirements and comply with company’s standard operating procedures & policies.
Monitor and track systems and department efficiencies to make recommendations and implement process improvements.
Ensure that a high level of customer service is maintained, at all times, by scheduling resources in an appropriate manner.
Prepare, analyze, and manage the Customer Service admin expense budget.
Actively participate in industry associations and industry initiatives related to Customer Service.
College business diploma or related experience.
5 – 7 years of customer service management experience in a consumer packaged goods environment, preferably within the food industry.
Leadership and team building skills, with a strong ability to coach and nurture behaviors to establish long-term working relationships.
Highly analytical coupled with strong organizational and project planning skills.
Excellent communication skills, both written and verbal.
Strong listening skills along with the ability to persuade at all levels of the organization.
Decisive, creative, flexible with strong problem solving skills
High level of patience and diplomacy in dealing with both internal and external customers.
Strong computer software abilities including MS Office (in particular Excel & Power Point), exposure to JD Edwards would be an asset.
Ability to thrive in fast paced environment
Bilingualism (English & French) would be an asset.
Some travel is required
High Liner Foods has engaged Quantum Management Services for this search. If you are interested in applying, please contact Rona Geringer at 416-366-2386 or firstname.lastname@example.org.
High Liner Foods is an Equal Opportunity Employer.