Customer Service Manager (Bilingual)

Position Summary :

As the leader of the Customer Service Team, the Customer Service Manager (CSM) is the owner of the order to delivery process for both Riviana Foods Canada Corporation (RFCC) business units. The CSM leads a team of Customer Service Representatives (CSR) charged with managing customer relationships, working with the Sales team, and cross-functional peers to execute the customer order fulfillment to delivery process. The CSM is also the primary escalation point for managing customer non-compliance deductions driving root cause correction and, where applicable, rebilling.

Position Responsibilities :

Develop and maintain strong relationships across various functional areas with both internal and external customers

Manage order fulfillment to maximize service to customer within budgeted cost structures

Solve customer non-compliances and coordinate action plans with internal and external stakeholders

Set key customer service policies / SOPs and drive compliance across team / organization / customers

Primary escalation contact for customer Buyers / Replenishment Teams

Manage internal and 3PL warehouse outbound to customer volumes within capacities and capabilities

Lead projects / process improvement to resolve short and long term customer issues or initiatives

Manage global customer communication of policy changes, holiday management etc.

Work in conjunction with Sales to ensure customer strategic vision and logistical needs are met or exceeded

Primary contact for EDI and SAP Order Fulfillment processes

Lead and develop team of CSRs through coaching and performance management

ACCOUNTABILITIES :

Primary metrics are order fill rate and customer non-compliance fine value

Prepare CS budgets and communicate monthly variances root causes and plans with finance and management

Develop and maintain critical customer service policies (sailing schedules, lead time policies etc.)

Develop and maintain Customer profiles and specific SOPs

Maintenance of key customer scorecards to track service performance

Responsible for relationship management with customer replenishment contacts

Responsible for monitoring customer orders against policy

Accountability and strong management of customer non-compliance fines

REQUIRED SKILLS AND EXPERIENCE :

University Undergraduate Degree, College Diploma or equivalent experience

5 to 7 years various Supply Chain experiences with focus on Customer Service

B2B customer service experience, preferably in the food business

Fully Bilingual English / French with strong communication skills - written and verbal

• System Knowledge : Proficient in Microsoft Office, Excel in particular; experience in SAP an asset