Gestionnaire, service à la clientèle

Nortera; Brossard; On-site; CAD 85,000 - 115,000; Full time

Benefits offered by this job

Competitive salary

Annual bonus

Generous vacation policy

Benefits package

RRSP with employer matching

Volunteer day

Tuition & fitness reimbursement

Learning & development

Challenging projects

Job summary

Nortera, a North American leader in ready-to-cook vegetables, seeks a Customer Service Manager to lead Canada and the United States customer service, rebates, and collections operations. You will mentor the team to develop skills and align them around a shared vision.

You will harmonize processes and lead transformation projects across NA operations to standardize practices and deliver high-quality customer experiences.

Qualifications

• At least 7 years of experience in team management (customer service, claims or deductions management).
• College or university degree, depending on experience.
• People-oriented and solution-focused leadership with agility.
• Business acumen to understand financial, logistical, and deduction aspects of orders.
• Fully bilingual in French and English (Canada & US).
• Proficient in Microsoft Office and Google tools.

Responsibilities

• Lead customer service, rebates, and collections operations for Canada and the United States.
• Analyze and optimize Order-to-Cash processes for improved efficiency and customer experience.
• Define and implement common processes, standards, and best practices across North American operations.
• Set team objectives and conduct annual performance evaluations.
• Develop team leads and ensure succession planning for greater autonomy.
• Participate in budgeting, planning, and resource allocation.
• Prepare monthly, quarterly, and annual reports.
• Ensure performance against customer service, deductions, and collections targets.
• Lead integration and transformation projects for harmonized North American operations.
• Define priorities and ensure optimal team capacity management.
• Develop and monitor KPIs to support decision-making.
• Collaborate with sales, supply chain, finance, and other partners to improve processes.
• Identify non-value-adding activities for streamlining or automation.
• Support change management and adoption of new practices.

Skills

Team leadership

Customer service

Process improvement

Education

College/University degree

Tools

Microsoft Office

Google Sheets

Job description

Joining NORTERA means choosing opportunities to grow together!

As a North American leader in ready-to-cook vegetables, we are committed to contributing to society’s well-being by providing access to healthy and sustainable food.

NORTERA produces products for major grocery and retail brands and markets its own brands, "Arctic Gardens" and "Del Monte".

WHY CHOOSE NORTERA?

• Competitive salary and annual bonus, generous vacation policy;
• Comprehensive benefits package (including telemedicine) and employee assistance program;
• Opportunity to contribute to an RRSP with employer matching;
• Participation in a volunteer day at the employer’s expense;
• Reimbursement for tuition and fitness expenses;
• An environment that fosters learning and professional development;
• Opportunities to work on challenging projects within a growing company!

As a Customer Service Manager, you will lead customer service, deductions, and collections operations for Canada and the United States. You will mentor your team to develop their skills and rally them around a shared vision.

You will harmonize processes, policies, and work methods, and lead transformation and continuous improvement projects aimed at optimizing the entire “Order-to-Cash” cycle.

You will ensure that practices are standardized to deliver a consistent, high-quality customer experience across the entire organization.

THE ROLE:

• Lead customer service, rebates, and collections operations for Canada and the United States;
• Analyze, harmonize, and optimize “Order-to-Cash” processes for operations in Canada and the United States to improve operational efficiency and the customer experience;
• Define and implement common processes, standards, and best practices across all operations in Canada and the United States;
• Set objectives for the team and conduct annual performance evaluations;
• Develop team leads and ensure organizational succession planning to increase the teams’ autonomy, versatility, and performance;
• Participate in the department’s strategic planning, budget management, and resource allocation;
• Participate in the preparation of monthly, quarterly, and annual reports;
• Ensure operational performance and the achievement of customer service, deductions, and collections targets;
• Lead integration and transformation projects related to the harmonization of North American operations;
• Define operational priorities and ensure optimal management of team capacity;
• Develop and monitor key performance indicators (KPIs) to support decision-making;
• Collaborate with sales, supply chain, finance, transportation, and other partners to improve business processes;
• Identify activities that do not add value and recommend their streamlining, automation, or transfer to the appropriate department;
• Support change management and assist teams in adopting new practices.

PROFILE:

• At least 7 years of experience in team management (customer service, claims or deductions management), ideally in the manufacturing/food processing industry;
• College or university degree, depending on experience;
• People-oriented and solution-focused leadership: ability to motivate, navigate change, and tackle complex challenges with agility;
• Business acumen: you understand the financial, logistical, and deduction aspects behind each customer order;
• Fully bilingual in French and English (customers across Canada and the United States);
• Very proficient in Microsoft Office and Google tools (Excel/Google Sheets).

We're looking for people like you!

Come grow with Nortera!

While all job applications are considered, only selected candidates will be contacted. The masculine form may have been used without discrimination and solely to simplify the text. We guarantee equal access to employment and encourage a diverse range of applicants so that we can build a workforce that is diverse and representative of the communities where we operate.