Manager, Customer Service

Overview:

Client Service & Operations Manager

Keurig Dr Pepper Canada is currently looking to fulfill the position of Client Service & Operations Manager. Reporting to the Senior Manager Client Operations, the successful candidate will drive continuous improvement by defining a framework for processes, technical aspects, and organizational design to deliver outstanding customer service. The Client Service and Operations Manager will engage with and influence key partners in the Supply Chain, Sales, and Logistics departments to shape and take ownership of best practice execution in Order to Cash consistently across all channels, with a sharp focus on maximizing service levels for both internal and external clients. Mentor and coach team members, providing regular feedback and performance evaluations to enhance individual and collective skills, ultimately elevating service quality.

Objectives:

1. Develop a detailed understanding of customer order fulfillment processes, requirements, capabilities, and limitations across all channels;
2. Establish and grow relationships with relevant partners and clients;
3. Develop a high-performing team and foster the organizational talent pipeline;
4. Collaborate with sales teams to support seamless execution of Lock Calls and drive key objectives in distribution, returns, and sales performance;
5. Increase the efficiency of existing processes and procedures to enhance the company’s internal capacity;
6. Ensure alignment between order management processes and internal client processes;
7. Accountable for establishing governance for order to cash best practices to create consistent ways of working and enable root cause analysis of issues;
8. Drive initiatives involving automation, continuous improvement, and process standardization.

Key Responsibilities:

1. Lead and motivate a diverse team, fostering a high-performance work environment while providing career development support to team members;
2. Develop and maintain order process standards aligned with logistics requirements to facilitate On-Time and In-Full measurement and improvement;
3. Collaborate with sales teams to ensure the successful execution of the Lock Call at the end of each period and quarter, driving alignment and accountability;
4. Provide comprehensive support to the sales team by managing distribution, overseeing returns, and helping achieve sales objectives effectively;
5. Hire and onboard new customer service employees;
6. Ensure that all policies, procedures & processes are documented, updated & communicated;
7. Monitor and communicate the key performance indicators of the client operations team;
8. Lead continuous improvement initiatives in collaboration with the cross-functional teams;
9. Handle escalated client complaints or issues in the most appropriate & timely matter;
10. Consistently strive for Excellence in Service, and help to solve problems that impact efficiency, service and productivity;
11. Participate in SAP UAT (User Acceptance Test) involving OTC processes;
12. Perform add-back analysis in SAP, reconciling and documenting any additional charges, discounts, or adjustments, ensuring transparency and accuracy in client invoices.

Qualifications:

1. 5+ years of experience in Supply Chain, Business Management, Order to Cash, Sales roles and/or related CPG industries experience;
2. Detailed understanding of order-to-cash processes, with some experience in Sales;
3. Demonstrated technical proficiency with SAP is strongly preferred;
4. Demonstrated knowledge of Office suite: Microsoft Excel, PowerPoint, Power BI; is strongly preferred;
5. Strong communication, presentation and facilitation skills;
6. Ability to proficiently navigate complex problem-solving scenarios and articulate clear, comprehensible solutions tailored to diverse organizational audiences;
7. Effective problem solver, able to determine root-cause of true issues;
8. Independent and tactical with a proven ability to develop professional relationships and work in a team-oriented environment;
9. Superior leadership skills, with focus on employee coaching and development;
10. Works well under pressure, change and ambiguity;
11. Proven ability to operate effectively in both remote and office-based environments.

Job Type:

Full-time, Permanent

Schedule:

• Daytime position
• Monday to Friday

Work Location:

Hybrid Work Policy: Employees will work three days per week from the Mississauga office and two days from home. Additionally, occasional quarterly travel to the Montreal office for one or two days will occur.

Keurig Dr Pepper Canada is a leading multi-national beverage company, with offices all over the world and across Canada. From coast to coast, Keurig Dr Pepper Canada offers a beverage for everyone, for every occasion and for all Canadians. Because of the global and national scope of the role we are recruiting for above, as well as the cross functional needs required of this role, we have determined that French & English language (written and spoken) are required. We have further evaluated that the English knowledge already required from other employees is insufficient for the performance of the duties requiring the knowledge of English and that the number of positions for which we require such knowledge is the smallest possible to ensure the effective accomplishment of our mission.

Company Overview:

Keurig Dr Pepper (NASDAQ: KDP) is a modern beverage company with a bold vision built to deliver growth and opportunity. We operate with a differentiated business model and world-class brand portfolio, powered by a talented and engaged team that is anchored in our values. We work with big, exciting beverage brands and the #1 single-serve coffee brewing system in North America at KDP, and we have fun doing it!

Together, we have built a leading beverage company in North America offering hot and cold beverages together at scale. Whatever your area of expertise, at KDP you can be a part of a team that’s proud of its brands, partnerships, innovation, and growth. Will you join us?

We strive to be an employer of choice, providing a culture and opportunities that empower our team of ~28,000 employees to grow and develop. We offer robust benefits to support your health and wellness as well as your personal and financial well-being. We also provide employee programs designed to enhance your professional growth and development, while ensuring you feel valued, inspired and appreciated at work.

Keurig Dr Pepper is an equal opportunity employer and affirmatively seeks diversity in its workforce. Keurig Dr Pepper recruits qualified applicants and advances in employment its employees without regard to race, color, religion, gender, sexual orientation, gender identity, gender expression, age, disability or association with a person with a disability, medical condition, genetic information, ethnic or national origin, marital status, veteran status, or any other status protected by law.