Customer Service Manager - Oakville, Canada - MAUSER

MAUSER

Verified Company

Oakville, Canada

2 weeks ago

Posted by:

Sophia Lee

beBee Recruiter

Responsibilities:

Investigates and resolves any customer issues (i.e. delayed backorders) & performs root cause analysis to make improvements with crossfunctional teams.
Leads, trains, and develops a team of highperforming Customer Service Representatives by holding meetings to discuss priority orders, team goals, training and new company information.
Builds strong relationships with customers and actively solicits feedback about company performance, forecasts, and business trends; troubleshoots supplier/customer satisfaction ratings.
Reviews, analyzes and executes replenishment planning for assigned product categories; manages purchase orders to support inventory plan & expedites orders based on customer demands/forecasts.
Supports inventory strategies and policies by maintaining and auditing system data for assigned product lines i.e. customer product and pallet return process, customer credits and short pays.
Provides input to operations team to help facilitate production and shipping schedules to meet requirements. Communicates changes that may negatively impact customers to sales/plant leadership.
Reduces slowmoving inventory (SLOB) by determining the supplies and materials needed for customer orders and manages process of expediting sales orders into shipments during incentive programs.
Analyzes ordering patterns and sales data to aid in production and sales forecasting, communicates to plant leadership as necessary.
Performs other duties as assigned.

Requirements:

Bachelor's Degree and 35 years of experience preferably in a similar or related field.
Experience exceeding 5+ years in a customer service leadership role will be considered in lieu of a degree.
Previous customer service leadership experience with proven growth and demonstrated success
Manufacturing experience strongly preferred
B2B experience/Account management required
Intermediate Excel skills pivot tables, VLOOKUPs, data visualization
SAP preferred but demonstrated competency in other ERP systems will be considered
Entrepreneurial/selfstarter

- someone who can step in and drive efficiency and process improvement across the order management process

Experience with lean manufacturing practices, AR/AP accounting, forecasting, and sales order processes
Detailoriented with strong analytical skills; Ability to multitask well in a fastpaced environment
Exceptional customer service skills in handling issues in both the interest of the customer and Mauser
Bilingual in English and French is an asset