Customer Supply Chain Manager

2 weeks ago

Toronto, Canada Riverside Natural Foods Ltd. Full time

**Position Summary/Objective**:
The Customer Service Supply Chain Manager is responsible for managing the North America Customer Service Team and Canada Customer Supply Chain teams.

The Customer Service Supply Chain Manager will lead the order to cash process and ensures that orders are filled on time and in full. The Customer Service Supply Chain Manager will also lead the Canada Customer Supply Chain team in working closely with our customers to create joint supply chain opportunities and improvements, to deliver a world class customer service experience.

**Primary Responsibilities**:

- Demonstrate and uphold Riverside’s Core Values
- Direct the daily activities of the customer service team to ensure that orders are executed flawlessly in SAP on time and in full.
- Work closely with cross functional teams on delivering a perfect order and invoice.
- Recruit, mentor and develop customer service representatives and nurture an environment where they can excel through encouragement and empowerment.
- Set direction and goals for the customer service function. Instilling customer first mindset to optimization of systems and process.
- Take ownership of SAP systems to ensure the optimization of the tool functions and features to seamlessly flow orders and invoicing.
- Be responsible for order management timeliness, accuracy and efficiency by transforming process, developing people capability and maximizing the adoption of systems across the various processes.
- Drive the optimization and utilization of EDI to drive no touch orders and perfect invoicing.
- Drive the utilization of dashboards and customer scorecards to gauge performance and identify improvement opportunities.
- Develop, understand, interpret, and communicate key performance indicators and associated results pertaining to customer satisfaction.
- Anticipate, identify and resolve customer service operational problems with a result orientated approach.
- Strong strategic and continuous improvement mindset, and the ability to own and drive change in the customer service function
- Strong knowledge of best-in-class customer service process.
- In conjunction with Commercial leaders and Supply Chain team lead and create a customer supply chain strategy for the assigned region.
- Assist in the development, implementation, and achievement of a Cost-To-Serve program.
- Work closely with Commercial team to ensure alignment of customer strategy.
- Achieve and maintain a partnership and active dialogue with external customers and internal partners to identify and anticipate needs, share understandings
- Lead projects to provide consistent customer service in alignment with company strategy.
- Review opportunities to optimize customer order patterns top optimize supply chain effectiveness.
- Lead direct reports in the execution of strategies and long-range goals.
- Provide assistance in identifying, evaluating, and resolving employee work performance problems to improve employee knowledge, skills and overall performance.
- Ability to take **OWNERSHIP** to identify process improvements that improve order to cash efficiency
- Achieves productive and **respectful **relationships within 100% of the organization
- Assists other Riverside leaders, teams, and employees in accomplishing corporate objectives, shows a One Riverside, One **TEAM** mindset daily
- Keeps the work atmosphere** FUN** by keeping it light and welcoming
- Other duties as required

**Reporting Relationships**
- Reports to the Director of Distribution and Logistics
- Supply Chain Analysts and Customer Service Representatives report to this role

**Key Performance Indicators**
- OTIF%
- Compliance Fines as % of Sales
- Perfect Invoice
- Freight cost per case
- End to end cost to serve

**Education & Qualifications**
- 3+ years of SAP Experience
- 5+ years experience in fast paced supply chain environment, food and CPG industries preferred
- 3+ years in management or supervisory roles
- SAP exposure and expertise preferred
- Exceptional time management and organizational skills, self-starter with a high level of initiative and **ADAPTABILITY**:

- Demonstrates **HUMILITY** throughout the company on a daily basis
- Aptitude to exhibit, **RESPECT** and protect Riverside’s Core Values in a changing environment

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