Customer Service Assistant Manager

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Customer Service Assistant Manager based in Canada. The Customer Service Assistant Manager will play a key role in driving customer satisfaction, operational excellence, and business growth across North America’s Foods category. This position combines customer service leadership, supply chain coordination, logistics optimization, and digital transformation. Working with cross-functional teams across multiple countries, you will help strengthen customer partnerships and improve end-to-end order management. You will contribute to sales planning, supply chain performance, and cost-saving initiatives while identifying opportunities to enhance service delivery. The role also involves supporting customers serving diverse consumer communities and collaborating with internal and external partners. This is an opportunity to make a measurable impact in a fast-paced, agile, and internationally connected environment. Accountabilities - Customer Service Management: Lead supply chain input for monthly and quarterly sales planning, identifying risks, opportunities, and delivery priorities. - Customer Collaboration: Partner with business development and customer development teams to develop supply chain strategies that improve customer service and support growth. - Supply and Demand Coordination: Align planning activities with global logistics teams, regional customer service teams, and outsourced order management partners to ensure smooth operations. - Performance Management: Monitor and deliver key supply chain KPIs, including dispatch rates, stock levels, and costs, while identifying opportunities for continuous improvement. - Customer Business Planning: Contribute to joint business planning with key customers, developing strategies to improve performance and strengthen long-term partnerships.

- Team Coordination: Provide functional guidance to a Customer Service Assistant, ensuring an efficient order-to-cash process. - Business Insights and Governance: Use customer insights to inform business strategy, support monthly demand review meetings, and establish regular customer performance reviews using customer satisfaction tools and benchmarks. - Digital Transformation: Lead digital projects, including Salesforce initiatives, designed to improve customer experience and streamline processes. - Cost-Saving Initiatives: Drive savings projects in collaboration with customers and customer development teams, ensuring alignment on priorities and implementation. - Logistics Optimization: Coordinate with supply planning and global logistics teams to manage imports into North America based on customer demand. - Transportation and Financial Management: Partner with regional logistics teams to reduce transportation costs, improve load utilization, explore direct-shipping opportunities, and assess the financial impact of changing logistics conditions. Requirements - Bachelor’s degree from an accredited institution, preferably in business, finance, supply chain management, or a related field. - At least 5 years of supply chain experience, including a minimum of 3 years in a relevant customer service role within the consumer packaged goods (CPG) industry. - Experience collaborating directly with customers is preferred. - Familiarity with retail replenishment systems such as GRS, Retail Link, JDA, or SAP. - Strong analytical, conceptual, and problem-solving skills, with the ability to interpret performance data and identify improvement opportunities. - Excellent written and verbal communication skills, including the ability to prepare and deliver presentations. - Ability to manage multiple priorities, meet tight deadlines, and perform effectively under pressure with a high degree of autonomy.