Manager, Customer Service

Job summary

The Customer Service Manager will lead operations for Canada and the United States, focusing on customer service, deductions, and collections. They will harmonize processes, mentor team members, and drive continuous improvement projects to optimize the Order-to-Cash cycle.

Job details

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; * Flexible hybrid work schedule; * 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.

What you’ll do

The Customer Service Manager will lead operations for Canada and the United States, focusing on customer service, deductions, and collections. They will harmonize processes, mentor team members, and drive continuous improvement projects to optimize the Order-to-Cash cycle.

Requirements

Candidates must have at least 7 years of experience in team management within the manufacturing or food processing industry. A college or university degree is required, along with full bilingual proficiency in French and English.

Benefits

• Competitive salary • Annual bonus • Generous vacation policy • Flexible hybrid work schedule • Comprehensive benefits package • Telemedicine • Employee assistance program • RRSP with employer matching • Paid volunteer day • Tuition reimbursement • Fitness expense reimbursement

Listed skills

• Continuous Improvement · Preferred
• Customer service · Preferred
• Change Management · Preferred
• Leadership · Preferred
• Microsoft Office · Preferred

Other relevant skills

Identified from the job description. Confirm important requirements above.

• Team management
• Customer service
• Deductions management
• Collections operations
• Order-to-cash cycle
• Process harmonization
• Continuous improvement
• Strategic planning
• Budget management
• Performance evaluation
• Change management
• KPI development
• Microsoft Office
• Google tools
• Bilingualism
• Leadership
• Budget Management
• Operational Efficiency
• People Oriented
• Operational Performance Management
• Supply Chain
• Google Sheets
• Bilingual (French/English)
• Collections Operations
• Order To Cash Process
• Motivational Skills
• Microsoft Excel
• Automation
• Multilingualism
• Business Acumen
• Management
• Business Process
• Strategic Planning
• Change Management
• Decision Making
• Customer Service
• Continuous Improvement Process
• Employee Assistance Programs
• Finance
• Sales
• Google Tools
• Key Performance Indicators (KPIs)
• Operations
• Performance Review
• Resource Allocation
• Succession Planning
• Team Management
• Telehealth
• Collections
• Solutions Focused

Job areas

• Management & Leadership
• Customer Service & Support
• Logistics
• Food & Beverage
• Manufacturing
• Customer Service Manager
• Retail Customer Service Manager
• Retail and Wholesale Trade Managers
• First-Line Supervisors of Office and Administrative Support Workers