Customer Service Supervisor, West

JOIN OUR ADVENTURE

What came first, the chicken or the egg? We still don't know the answer, but we can share with you, the journey after…

P&H Foods Inc. is a Canadian, family-owned agribusiness with operations across Canada, and we are passionate about eggs All things eggs in fact, including shell eggs which we provide to grocery stores and foodservice providers liquid and dried egg as an ingredient for culinary and industrial processing as well as producing a nutritious and delicious line of ready to eat, value added egg products. We are proudly Canadian with a long rich history of working with local family farms in bringing farm fresh eggs to our communities every day

Our family values are a culturally diverse reflection of our Canadian heritage. We've been providing locally sourced food to Canadians for over 115 years Our collection of unique perspectives and experiences sets us apart with the passion to drive performance.

As part of our values, our organization is constantly in search of innovation. Our state-of-the-art grading and processing equipment sets us apart and drives our commitment to lead the industry in sustainability, safety, and automation. In addition, our facilities are food safe certified ensuring the highest standards of cleanliness, food safety, and quality.

We are looking for egg enthusiasts who are interested in more than just a job. You are on the hunt for a rewarding career where you'll make a difference and continue your learning journey. In addition to a rewarding career, you can rest assured that your journey won't be cut short Our team members enjoy additional perks such as job security, comprehensive group benefits, an employee assistance program, RSP program, scholarship, and bursary programs

As a member of our team, you can expect to contribute fresh perspectives, share new and exciting ideas, participate in growth opportunities, build our diverse and inclusive culture, and so much more Opportunities are only limited by your imagination

We look forward to hearing from you and learning how you will grow with us and contribute to our ever-evolving team of egg enthusiasts

POSITION OVERVIEW

The Customer Service Supervisor is a key leadership role responsible for managing customer service operations across British Columbia (BC) and Alberta (AB), while providing strategic support to sales, marketing, logistics, finance, and production departments. This individual will oversee the day-to-day performance of the order desks, manage communications with key accounts and portals, and help ensure an exceptional customer experience from order placement through to delivery. This role is in-person based out of our Golden Valley office in Abbotsford, British Columbia.

This position requires strong organizational, communication, and leadership skills, with the ability to manage competing priorities in a fast-paced, multi-province environment.

SKILLS, EDUCATION AND EXPERIENCE

• Excellent computer skills, especially with Microsoft Word, Excel, Accounting software and ability to learn and utilize new software quickly
• A high attention to detail
• Superior telephone manners and strong interpersonal skills
• Strong knowledge of general office procedures involving procurement, reports etc.
• Able to write and format moderately complex correspondence including memos, emails, and letters
• Knowledge of applicable data privacy laws
• Meticulous records maintenance skills
• Knowledge of customer orders in regard to product distribution
• Able to maintain filing systems and basic databases
• Minimum of 3-5 years in a supervisory or senior customer service role preferably in a manufacturing environment
• Superior keyboarding skills - working knowledge and demonstrated skills in the MS Office.
• Experience with ERP systems and customer portals is a strong asset
• Ability to interpret and implement judgement, reasoning, and discretion
• Must be able to communicate and work well with others as part of a team, demonstrating politeness, respect and courtesy in communication a daily interactions
• Present a positive and professional image of the facility to all customers, visitors, suppliers, inquiries and other interactions
• Hands-on experience with productivity applications, including word processing, spreadsheets, email, and presentation software
• Professional writing skills including proper spelling, grammar, and punctuation
• Superior time management skills, multitasking skills, and the ability to prioritize tasks with minimal supervision
• Previous experience in handling confidential or sensitive information
• Office based with potential travel between BC and AB

RESPONSIBILITIES

CUSTOMER SERVICE LEADERSHIP

• Oversee and support customer order desks in BC and AB
• Manage and schedule vacation coverage for order desk staff
• Train, mentor, and evaluate order desk employees to ensure high service standards
• Communicate directly with customers both live and via portals regarding order changes, product availability, and delivery coordination
• Handle and dispute proposed deductions from late deliveries by tracking communications and coordinating with logistics
• When complaints are received, follow FSPR-2 Complaint Management Procedure for the proper steps on how to deal with a complaint
• Manage product shortages and appointment bookings via customer portals
• Oversee order revisions and ensure timely communication with internal departments and customers
• Respond to customer calls, inquiries, and complaints professionally and promptly
• Allocate incoming potential customer leads to appropriate internal contacts
• Manage and respond to consumer complaints and escalate when necessary
• Organize and oversee retail audits and follow-up reporting

PRICING AND REBATE MANAGEMENT

• Maintain and update customer-specific price lists for BC and AB
• Administer and track rebate programs in coordination with Finance and Sales
• Issue price increase notices and ensure all relevant teams and customers are informed
• Maintain and update pricing tables and ensure accuracy across systems

SALES AND MARKETING COORDINATION

• Collaborate with Marketing to ensure sell sheets and shelf strips are accurate and current
• Maintain proper inventory control and order pads
• Coordinate the ordering and distribution of buying show materials
• Assist with new product launches and portal entries
• Support customer business reviews as needed, including data preparation and presentation support
• Build strong relationships with retail contacts to support product movement and visibility

ADMINISTRATIVE & REPORTING TASKS

• Generate and distribute monthly sales reports to stakeholders
• Manage customer programs, promotions, and prebook allocations
• Maintain organized documentation of government-required records (e.g., Exported Egg Declarations, Certificates of Traceability)
• Order and manage materials such as producer receipts and driver credit books
• Maintain a shared drive and document library (e.g., product shots, sell sheets, product dimensions, etc.)

CROSS DEPARTMENTAL AND OPERATIONAL SUPPORT

• Work closely with Production and Logistics teams to coordinate inventory availability for current and upcoming orders and sales
• Ensure customer allocations align with available supply and internal targets
• Support Finance (A/R) in resolving held or overdue accounts to ensure timely shipping
• Coordinate with Dispatch on scheduling and holiday route changes
• Participate in quarterly planning (IS/OS meetings) and new product/customer implementation

GENERAL

• Assist in buying show organization and material distribution
• Other duties as assigned

EQUAL OPPORTUNITY AND CONFIDENTIALITY

P&H Foods Inc. and our affiliates are dedicated to fostering a diverse and inclusive workplace. We are an equal opportunity employer and prohibit discrimination and harassment of any kind. This applies to all employment practices within our organization, including recruitment. Hiring decisions are made based solely on qualifications, merit, and business needs at the time.

The incumbent will be working in a proprietary environment. Policies and procedures are shared between the P&H Foods Inc. group of companies. Discussion of these with non-P&H Foods Inc. affiliated employees is strictly forbidden.