Job Description

GENERAL PURPOSE:

The Customer Services Manager is responsible for the overall leadership of the Customers Services team, primary liaison with Operations and Sales & Operational Planning (S&OP) lead. Accountable for developing and executing strategic plans to implement and leverage IT technology that evolves and enhances our customers' experience with Rogers Foods, resulting in an error-free order experience

RESPONSIBILITIES:

Responsible for leading the overall customer service program that results in an error free customer service experience. Provide tactical leadership and strategic development to all Customer Service Representatives (CSR) to execute error free, order entry, invoicing, customer documentation and overseas export orders, container booking and invoicing. Responsible for developing and executing strategic plans to implement and leverage IT technology, D365, to create a Customer Portal that enhances our customers' experience with Rogers Foods. Manages, hires and trains all CSRs responsible for order entry and invoicing. Responsible for providing support to the Sales Managers, customers and other staff by developing and creating tactical sales reports and analysis. Responsible for maintaining the EDI system master files, monitoring systems performance, and process EDI orders. Manages ECCNet Catalogue, item certification and imaging. Assists brokers with inquiries and forms related to retail business. Process pricing cost changes and disputes for deduction through Customer Portal when applicable. Provides overload order entry and invoice support and as relief coverage as required. Interfaces with Corporate Controller, logistics staff and corporate financial staff on a regular basis. Enters/changes pricing in the system for Grocery Customers and distributes these price lists to Customer Service Department. Reconciles customer contracts and liaise with customers on deductions taken. Provides Audit support by preparing and reviewing invoice documentation. Evaluates existing procedures and analyzes opportunities to improve efficiency. Provide Holiday notification to customers. Processes debit and credit notes. Works closely with the carriers in correcting issues of lost, missing and or damaged freight. Project a positive image of the Company at all times. Follow Good Manufacturing Practices (GMP's) while performing job duties and tasks. Other related job duties and tasks as assigned.

QUALIFICATIONS:

Post-Secondary business administration training majoring in business management. Advanced computer skills with D365 products, Microsoft Dynamics365. Strong knowledge of the CPG (Consumer Packaged Goods) industry and Customer Service methodologies. Demonstrated analytical and problem-solving skills. 5-7 years related work experience. Demonstrated interpersonal skills and aptitude to work within a team environment. Excellent written and verbal communication skills.



* This role is as a full-time, on-site position working collaboratively within our office environment.