customer services manager

2 days ago

Chilliwack BC VR R, Canada Rogers Foods Ltd. Full time $60,000 - $120,000 per year

GENERAL PURPOSE:

The Customer Services Manager is responsible for the overall leadership of the Customers Services team, primary liaison with Operations and Sales & Operational Planning (S&OP) lead. Accountable for developing and executing strategic plans to implement and leverage IT technology that evolves and enhances our customers' experience with Rogers Foods, resulting in an error-free order experience

RESPONSIBILITIES:

  • Responsible for leading the overall customer service program that results in an error free customer service experience.
  • Provide tactical leadership and strategic development to all Customer Service Representatives (CSR) to execute error free, order entry, invoicing, customer documentation and overseas export orders, container booking and invoicing.
  • Responsible for developing and executing strategic plans to implement and leverage IT technology, D365, to create a Customer Portal that enhances our customers' experience with Rogers Foods.
  • Manages, hires and trains all CSRs responsible for order entry and invoicing.
  • Responsible for providing support to the Sales Managers, customers and other staff by developing and creating tactical sales reports and analysis.
  • Responsible for maintaining the EDI system master files, monitoring systems performance, and process EDI orders.
  • Manages ECCNet Catalogue, item certification and imaging.
  • Assists brokers with inquiries and forms related to retail business.
  • Process pricing cost changes and disputes for deduction through Customer Portal when applicable.
  • Provides overload order entry and invoice support and as relief coverage as required.
  • Interfaces with Corporate Controller, logistics staff and corporate financial staff on a regular basis.
  • Enters/changes pricing in the system for Grocery Customers and distributes these price lists to Customer Service Department.
  • Reconciles customer contracts and liaise with customers on deductions taken.
  • Provides Audit support by preparing and reviewing invoice documentation.
  • Evaluates existing procedures and analyzes opportunities to improve efficiency.
  • Provide Holiday notification to customers.
  • Processes debit and credit notes.
  • Works closely with the carriers in correcting issues of lost, missing and or damaged freight.
  • Project a positive image of the Company at all times.
  • Follow Good Manufacturing Practices (GMP's) while performing job duties and tasks.
  • Other related job duties and tasks as assigned.

QUALIFICATIONS:

  • Post-Secondary business administration training majoring in business management.
  • Advanced computer skills with D365 products, Microsoft Dynamics365.
  • Strong knowledge of the CPG (Consumer Packaged Goods) industry and Customer Service methodologies.
  • Demonstrated analytical and problem-solving skills.
  • 5-7 years related work experience.
  • Demonstrated interpersonal skills and aptitude to work within a team environment.

  • Excellent written and verbal communication skills.

  • This role is as a full-time, on-site position working collaboratively within our office environment.

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