Redpath Sugar Ltd Hiring for Manager, Customer Service at Toronto, ON Full Time

Redpath Sugar is located on Toronto’s historic downtown waterfront and has been a part of Canada’s heritage for more than 160 years. Our brand is the oldest food-related trademark in Canada and is recognized across the country. Redpath Sugar is part of ASR Group, the largest cane sugar refiner in the world.

OVERVIEW

The Customer Service Manager, RedPath is an exceptional leader who can support the team initiatives through upholding the organization Vision & Strategy while exemplifying professionalism in all aspects of their role. Imperative attention to detail and time management is required. Leads the team and oversees the timely, efficient and high quality order fulfilment process which may include one weekend a month on call shared amongst the RedPath CS Manager and Customer Service Representatives, if needed. The manager is responsible for the team to meet the team Key Performance Metrics outlined by leadership and informs the Director of Key Performance Outcomes weekly. Responsibilities include development, implementation and daily management of processes to improve inventory control and order fulfillment, as well as resolution of specific customer issues at all facilities. The Manager is supported by a team of direct reports and has responsibility for defining those roles and allocating the work accordingly. The individual plays a leadership role on the behalf of the go-to-market supply chain team and drives alignment with cross-functional partners such as Sales, Distribution, Logistics, Transportation, Planning, and our 3PL providers. The role will be strategic and tactical and have daily responsibilities as well as project work as needed. A key function of this role is to provide leadership to the Customer Service team and to ensure that the team is up to date with training, and to enable them by understanding ways of working among different business units and clearly stating individual contributor responsibility.

DETAILED ROLES & RESPONSIBILITIES

• Executes on ASR and RedPath’s Customer Service Director’s vision & strategy with the team
• Drives Team Improvements including automation and process improvements
• Holds team accountable
• Responsible for Key Performance Metrics
• Develops, leads, mentors and motivates Customer Service Specialists (CSS’s) and direct reports.
• Manage Customer Service activities such as the order fulfilment process, responding to customer needs, assisting Sales Leaders with order status, and customer collaboration and initiatives with the US Customer Service team.
• Workload optimization across the Customer Service Team.
• Resolution of customer issues at our refineries and warehouses.
• Accountable for Customer Service reporting and leading internal improvement of On Time and In Full delivery and Order Automation
• Ensures that CSS’s are cross-training the specialists to provide back up and best practice knowledge, including development and sustaining knowledge base about customers
• Works closely with internal colleagues to identify supply constraints and provide pragmatic internal and external solutions to meet real demand
• Performs in depth analysis of customer data on orders, volumes, deliveries and patterns to help propose and implement improvements to customer service
• Responsible for the audits of order accuracy and process adherence
• Develops expertise in product portfolio and educates CSSs
• Active internal communication of customer priorities to ensure the right activities are implemented internally to deliver consistently and robust service during times of normal and constrained supply
• Excellent problem solving ability to identify and manage risks, provide cost effective and pragmatic supply solutions
• Communicates Customer Service strategy with Sales, Supply Chain, Finance and Operations colleagues
• Develops play book/ training for customer service, including processes, reporting and analytics
• Will have “On Call” after hours responsibility as needed, currently one weekend on call per month on rotation with other leaders and CSS’s

• Additional Responsibilities / Duties
  • In support of the Supply Chain strategy, identify opportunities for continuous improvement as well as conceive and execute resulting processes and procedures.
  • Liaison with Sales, Planning, Operations, and Logistics when order placement changes are needed to deliver business in a timely manner
  • Maintain strong coordination with Planning to provide support for customer needs.
  • Monitor fill rate and OTIF performance.

WORK EXPERIENCES

• 8+ year Customer Service/ Supply Chain or Sales Experience in a challenging environment
• 3+ years of People Management in Customer Service or other field
• Sales experience or supply chain experience in a dynamic multinational production company
• Experience of working with internal and external customers
• Experience of working with major Grocery companies, Industrial Customers and /or Food Service Customers

EDUCATION REQUIREMENTS

• BA/BS required

SUPERVISORY RESPONSIBILITY

• Customer Service Specialists and Sr Customer Service Specialists and Temporary Contract Associates as needed

ESSENTIAL CAPABILITIES (KNOWLEDGE, SKILLS, ABILITIES AND PERSONAL ATTRIBUTES)

• Self-starting and highly proactive leader.
• Strong relationship builder with good influencing skills and the ability to create customer centric plans.
• An ability to learn quickly and work cross functionally with people at all levels of the ASR / RedPath Group and the customer organization.
• Ability to manage and balance out the long-term strategic management of a team while still managing the tactical needs to confirm day to day needs are met.
• Strong analytical skills – can carry out root cause management to improve customer service level.
• Continuous improvement mind set.
• High level of computer literacy (particularly Excel and SAP required)
• FMCG/ CPG commercial understanding and attitude / approach
• Ability to prioritise and allocate time effectively.

LOCATION OF ROLE

• Toronto Refinery Offices 3 days per week required/ 2 days off site

For more than 100 years, our employees have taken pride in “Making Life a Little Sweeter” by providing our customers and consumers with quality service and sugar products. Our commitment to that principle drives us in all that we do and encourages us to uphold our company’s high ethical standards of business conduct to ensure our continued success