Full-Time Manager

1 day ago

Mississauga, Canada Keurig Dr Pepper. Full time

Manager, AFH Technical Relations & Support

Calgary or Mississauga

3 days on site

Permanent, full-time

Reporting to the Director, AFH Sales and Commercialization the Manager for AFH Technical Relations and Support is responsible for leading a team focused on providing technical service and support to the AFH channel across Canada. The manager will be responsible to collaborate with internal stakeholders on forecasting and planning activities to ensure all brewers, parts and accessories maintain robust levels of inventory. The manager is also in charge of hiring, training, and evaluating the employees under his or her responsibility. Travel will be required in this role up to 20% of time.

Responsibilities

  • Collaborate with internal cross functional stakeholders to ensure proper forecasting and controls in place to maintain proper inventory levels
  • Oversee a fair allocation process for all AFH customers when the situation arises with brewers/parts/accessories
  • Manage warranty process through SAP and Esker
  • Demonstrate leadership, enthusiasm, and a proactive approach to meeting department and company objectives
  • Manage team performance based on Keurig’s employee performance management program
  • Demonstrate active listening skills and the ability to communicate effectively with the team, superiors, and internal clients
  • Support and advise team members by providing continuous feedback and giving them access to tools to foster their development
  • Provide technical support in a computerized environment with telephone systems, procedures, and applications
  • Ensure that the department runs effectively and efficiently and that personnel adopt an advanced customer approach
  • Keep a customer follow-up calendar to nurture relationships with clients
  • Validate tools and products provided to clients (sales sheets, training or informational tools, website, etc.)
  • Provide/oversee internal and external training sessions related to the AFH brewer lineup
  • Measure and report service levels, analyze gaps, propose solutions, and monitor progress
  • Help implement and optimize new processes, projects, activities, tools, procedures, and performance indicators; keep them up to date; and make sure they are in line with company standards
  • Manage or develop performance indicators for the department

Qualifications

  • University degree or equivalent experience
  • Minimum 5 years’ experience in sales, customer service, and technical support
  • Team management experience
  • Experience managing a customer service technical support department (an asset)
  • Project management experience
  • Proficiency with IT
  • Excellent knowledge of telephone systems
  • Availability to travel
  • Bilingualism (spoken French and English)

Competencies

  • Client-based approach
  • Focus on improvement
  • Team spirit
  • Good communication and leadership skills
  • Excellent human resource management skills
  • Responsibility and organizational skills
  • Resourcefulness and initiative
  • Ability to extract information and present it to facilitate decision making
  • Good critical thinking skills
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