Manager, Customer Service

Nortera Foods Inc.; Brossard; On-site; CAD 85,000 - 120,000; Full time

Benefits offered by this job

Competitive salary and annual bonus

Comprehensive benefits (telemedicine)

RRSP employer contributions

Volunteer day program

Tuition reimbursement

Learning & professional development

Challenging projects in growth company

Job summary

Nortera Foods Inc. is seeking a Manager, Customer Service to lead the Canada and United States customer service, deductions and collections functions. You will supervise a team, harmonize Order-to-Cash processes, and drive continuous improvement across North American operations.

The role requires strong leadership, change-management skills and bilingual communication. You will partner with Sales, Finance and Supply Chain to optimize performance and customer experience.

Qualifications

• Minimum of 7 years of experience in team management (customer service, claims management or deductions), ideally in the manufacturing/agri-food field.
• College or university diploma depending on experience.
• Leadership: mobilize, adapt to change and address complex challenges with agility.
• Business acumen: understanding financial, logistical and deduction workings behind each customer order.
• Perfectly bilingual French/English (customers across Canada and the United States).
• Very good use of Microsoft and Google Suite tools (excel/google sheet).

Responsibilities

• Lead customer service, deductions and collections operations for Canada and the United States.
• Analyze, harmonize and optimize Order-to-Cash processes for Canada and United States operations.
• Define and deploy processes, standards and best practices common to all Canadian and United States operations.
• Establish your team’s objectives and evaluate them annually.
• Develop Team Leads and ensure organizational succession for autonomy and performance.
• Participate in department's strategic planning, budgetary management and resource allocation.
• Prepare monthly/quarterly/annual reports.
• Ensure operational performance and achievement of customer service, deductions and collections objectives.
• Lead integration and transformation projects related to harmonization of North American operations.
• Define operational priorities and manage team capacity.
• Develop and monitor KPIs to support decisions.
• Collaborate with sales, supply chain, finance, transportation and other partners to improve business processes.
• Identify activities with no added value and recommend simplification, automation or transfer.
• Support change management and assist teams in adopting new practices.

Skills

Team leadership

Bilingual FR/EN

Change management

Strategic thinking

Education

College or university diploma

Tools

Microsoft Office

Google Suite

Job description

Departement: Supply Chain & Logistic
Workplace: Brossard
Company: Nortera

Joining NORTERA means choosing opportunities to grow together!

The North American reference for ready-to-cook vegetables, we do everything we can to contribute to the well-being of society by providing access to healthy and sustainable food.

NORTERA produces major private and retail brands and markets its own brands Arctic Gardens and Del Monte.

WHY CHOOSE NORTERA?

• Competitive salary and annual bonus, advantageous leave policy;
• Complete range of benefits (telemedicine) and employee assistance program;
• Possibility of contributing to an RRSP with employer contribution;
• Participation in a volunteer day at the employer’s expense;
• Reimbursement for tuition fees and physical activity;
• Environment promoting learning and professional development;
• Opportunities to work on stimulating projects within a growing company!

As Manager, Customer Service, you manage customer service, deductions and collections operations for Canada and the United States. You supervise your team in order to develop their skills and mobilize them around a common vision.

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

You will ensure standardization of practices to ensurea consistent, high-quality customer experience across the entire organization.

THE ROLE:

• Lead customer service, deductions and collections operations for Canada and the United States;
• Analyze, harmonize and optimize “Order-to-Cash” processes for Canada and United States operations to improve operational efficiency and customer experience;
• Define and deploy processes, standards and best practices common to all Canadian and United States operations;
• Establish your team’s objectives and evaluate them annually;
• Develop “Team Leads” and ensure organizational succession in order to increase the autonomy, versatility and performance of teams;
• Participate in the department's strategic planning, budgetary management and resource allocation;
• Participate in the preparation of monthly/quarterly/annual reports;
• Ensure operational performance and the achievement of customer service, deductions and collections objectives;
• 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 performance indicators (KPIs) to support decisions;
• Collaborate with sales, supply chain, finance, transportation and other partners to improve business processes;
• Identify activities without added value and recommend their simplification, automation or transfer to the appropriate department;
• Support change management and support teams in adopting new practices.

PROFILE:

• Minimum of 7 years of experience in team management (customer service, claims management or deductions), ideally in the manufacturing/agri-food field;
• College or university diploma depending on experience;
• Human and solution-oriented leadership: ability to mobilize, navigate through change and address complex challenges with agility;
• Business acumen: you understand the financial, logistical & deduction workings behind each customer order;
• Perfectly bilingual French/English (customers across Canada and the United States);
• Very good use of Microsoft and Google Suite tools (excel/google sheet).

We need people like you!

Come grow with Nortera!

Although all job applications will be considered, only successful candidates will be contacted. The masculine credits could be used without discrimination and only for the purpose of lightening the text. We guarantee equal access to employment and encourage the most diverse applications in order to be able to provide ourselves with a varied workforce representative of the communities in which we are established.