CUSTOMER SERVICE MANAGER

Asahi; Toronto; On-site; CAD 70,000 - 90,000; Full time

Job summary

Asahi Canada is seeking a detail-oriented Customer Service Manager to join our Supply Chain team in Toronto. You will oversee end-to-end order fulfillment from entry to invoicing and serve as the primary contact for customer service issues, working closely with warehouse, logistics, and finance teams in SAP environments.

The ideal candidate will be highly organized, with 3–5+ years in customer service/order management or supply chain administration, strong analytical and communication skills,

Qualifications

• 3-5+ years of experience in customer service, order management, or supply chain administration.
• Strong analytical skills and attention to detail.
• Excellent communication and problem-solving abilities.

Responsibilities

• Manage end-to-end order fulfillment from entry to invoicing.
• Serve as primary contact for customer service inquiries and disputes.
• Coordinate with warehouse, logistics, and finance teams to ensure accurate orders and on-time delivery.
• Identify trends and opportunities to improve order-to-cash processes and implement improvements.

Tools

SAP

Job description

Asahi Canada’s vision is to become an International Premium Beer powerhouse. We will achieve this by leveraging our strengths and existing success models, and by applying a challenger mind-set to everything we do. Asahi Canada's collection of premium beers each tell their own brand story and share a passion for craftsmanship , authenticity and using only the finest ingredients. Our iconic premium beers include Peroni Nastro Azzurro, GrolschPremium Pilsner, Asahi Super Dry, Pilsner Urquell, Meantime London Pale Ale, Fuller’s London Pride, Tyskie , Kozel, Lech and Zubr .

Asahi Group Holdings (our global parent company) is the third largest beer company in the world based on market capitalisation. Asahi Canada broadly operates on a stand-alone basis. At Asahi Canada, we have a clear mandate to strengthen our position by establishing a leading premium presence. The expectations are that Asahi Canada is among the leaders in global growth within Asahi Group Holdings.

Asahi Canada has an ambitious, high-performance culture. It seeks people with entrepreneurial mindsets that thrive in fast paced, market facing environments. It offers talented individuals a unique opportunity to work in world-class teams while assuming high levels of personal accountability to deliver on the company’s mission.

Key Purpose Statement

We are looking for a detail-oriented and proactive Customer Service Manager to join our Supply Chain team. This roleis responsible formanaging the end-to-end order fulfillment process — from order entry through invoicing — while acting as the key point of contact for resolving customer service issues. The ideal candidate is highly organized, comfortable working in SAP, and skilled at building strong relationships with both internal teams (warehouse,logistics, finance) and external customers.

KeyResponsibilities:

• Order Management & Entry
• Download and process incoming customer orderson a daily basis
• Create andmaintainaccurateorders in SAP, verifying quantity, pricing, and delivery dates align with customer agreements
• Identifyand resolve order discrepancies with sales, pricing, or customer teams prior to order release
• Inventory &Shelf LifeCoordination
• Partner with the warehouse team to confirm product availability against confirmed orders
• Ensureallocatedinventory meets customer-specificshelf liferequirements
• Proactively flag inventory shortfalls or shelf-life risks to prevent delivery delays or order rejections
• Invoicing & Customer Payments
• Confirm proof of delivery beforeinitiatingthe invoicing process
• Generate and issueaccurateinvoices in SAP once delivery has been confirmed
• Reconcile invoiced amounts against confirmed order quantities and agreed pricing
• Review and challenge unsupported customer deductions (e.g., late fees, shipment variances)
• Apply credits and adjustments whereappropriate, following internal approval processes
• Customer Service & Dispute Resolution
• Serve as the primary contact for customer inquiries and complaints, including delivery issues, damaged goods, and expired product
• Investigate and respond to customer concerns promptly, coordinating with warehouse andlogisticsas needed
• Identifytrends in recurring customer issues and recommend process improvements
• Actively seeks out opportunities toidentifyand deliver process improvement and automation initiatives that reduce manual activities and complexity (e.g., EDI implementation)
• Challenges the status quo in existing order-to-cash workflows and recommends solutions to drive efficiency
• Partners with IT, supply chain, and cross-functional teams to scope, test, and implement improvement projects
• Works with Warehouse & Logistics Manager to understand opportunities for cost reduction and any changes such as MOQ requirements are understood, agreed withcustomersand accurately reflected in SAP.
• Reporting
• Reports and delivers on customer service KPI performance, including:
• Open order reports
• Deduction and credit tracking reports
• Other ad hoc reporting as required by the business
• Analyzes reporting data toidentifytrends, flag risks, and support decision-making for leadership

KEY CAPABILITIES REQUIRED

• 3-5 + years of experience in customer service, order management, or supply chain administration
• Hands-onexperiencewithSAP (orsimilarERPsystem)required
• Strongattentionto detail andaccuracyinorderentryandinvoicing
• Stronganalyticalskillswithexperiencebuildingandinterpretingreports(Excel/SAP)
• Excellentcommunicationandproblem-solvingskills
• Abilitytomanagemultipleprioritiesandworkcross-functionallywithwarehouse,logistics, sales, and financeteams
• Experiencein [CPG/beverage/foodindustry]anasset

Based in Toronto ( 65 Heward Avenue )

ASAHI BEHAVIOURS – strong individually , stronger together

Committed – we do what we say we will do

Cooperative – we are stronger when we work together

We appreciate and review all applications but contact only those applicants who best fit our requirements.

Asahi Canada welcomes applications from people with disabilities and will make accommodations, upon request, for any part of our selection process.