Customer Service Manager
3 weeks ago
Company Vision
Asahi Canada’s vision is to become an International Premium Beer powerhouse. We will achieve this by leveraging our strengths and existing success models, and by applying a challenger mind-set to everything we do. Asahi Canada's collection of premium beers each tell their own brand story and share a passion for craftsmanship, authenticity and using only the finest ingredients. Our iconic premium beers include Peroni Nastro Azzurro, Grolsch Premium Pilsner, Asahi Super Dry, Pilsner Urquell, Fuller’s London Pride, Tyskie, Kozel, Lech and Zubr. Asahi also owns and distributes several spirits based ready-to-drink (RTD) brands including Vodka Mudshake and Twisted Shotz.
Asahi Group Holdings (our global parent company) is the third largest beer company in the world based on market capitalisation. Asahi Canada operates within the EMEAA Division of the Asahi Europe & International group and is the lead growth market for the International business. At Asahi Canada, we have a clear mandate to strengthen our position by establishing a leading premium presence. The expectations are that Asahi Canada is among the leaders in global growth within Asahi Group Holdings.
Asahi Canada has an ambitious, high-performance culture. It seeks people with entrepreneurial mindsets that thrive in fast paced, market facing environments. It offers talented individuals a unique opportunity to work in world-class teams while assuming high levels of personal accountability to deliver on the company’s mission.
Key Purpose Statement
The Customer Service Manager is tasked with owning the Canadian Customer Service Strategy to deliver a smooth end-to-end supply process across Canada. They will manage and optimize our international distribution processes to resolve issues in Customer service and act as the key contact between breweries, customers & distributors / liquor boards (in alignment with Customer Collaboration Manager). Operates to clearly defined rules of engagement and procedures with sales, finance and supply chain departments to facilitate efficient and cost-effective order capture and information to customers in a spirit of excellent customer service and external customer satisfaction.
Key Responsibilities
Order to Cash Process
- Responsible for the end-to-end management of the Order to Cash process, ensuring full visibility of orders in SAP B1 including the receipt and processing of sales orders, as well as the corresponding brewery orders (direct customers).
- Works with Supply Planning Manager to understand required replenishment orders for our own/3PL warehouses and raises the required brewery PO’s through SAP.
- Management and timely processing of customer invoices.
- Manage customer receivables (follow up with customer and/or responsible manager + sending reminders) and matching payments against outstanding invoices (or at least as support to finance team).
- Ensure the management and delivery of appropriate KPI’s (Open orders, CFR, OTIF etc.) to ensure status of all orders is understood.
Customer Service Management & Execution
- Achieve 95% service level to all customers.
- Customer Contract Strategy is defined and executed.
- Ensure a smooth and flawless end-to-end supply chain process between brewery and customer, with issues and root causes identified and resolved through continuous improvement initiatives.
- Support creation and execution of receiving, processing, and resolving complaints, including following up with the customer/liquor board.
Communication & Engagement
- Work with the Warehouse & Logistics Manager to understand opportunities for cost reduction and any changes such as minimum order quantity requirements are understood, agreed with customers, and accurately reflected in SAP.
- Provide accurate guidance to local commercial and finance teams on order statuses and month-end close.
- Suggest and support implementation of changes within customer service and supply chain to improve processes.
Desired Experience
- University graduate, preferably in a related field such as Business or Supply Chain.
- 3-5 years supply chain customer service experience required.
- Beverage alcohol experience is preferred.
- Intermediate or Advanced Microsoft Office skills (particularly Excel).
- SAP experience an asset.
- Bilingual (English/French) is required.
Travel
· Office-based position (at 65 Heward Avenue, Toronto, Ontario)
ASAHI BEHAVIOURS – strong individually, stronger together
· Committed – we do what we say we will do
· Cooperative – we are stronger when we work together
· Curious – we are open minded and discover better ways
· Bold – we are clear and decisive in whatever we do
· Empowering – I bring out the best in my people
We are committed to nurturing a workplace where we celebrate and respect difference, and support everyone to be true to who they are
At Asahi Canada we believe you can SHINE AS YOU ARE - no matter your age, gender, ethnicity, sexual orientation, disabilities, religion, or beliefs.
We want to support you to be courageous in your individuality and to know that whoever you are and whatever your circumstances, you can belong with us without having to conform.
Asahi Canada welcomes applications from people with disabilities and will make accommodations, upon request, for any part of our selection process.
We appreciate and review all applications but contact only those applicants who best fit our requirements.
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