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Job Description Position: Customer Service Manager
Primary Location: Toronto, ON
Schedule: Hybrid work based out of our Toronto office
Reports To: Vice President of Supply Chain and Customer Service
Compensation: $125,000-135,000 + bonus + benefits.
Salary ranges are determined by role, level, and location. The range reflects the minimum and maximum target for new hire salaries for the position. Within the range, individual pay is determined by work location and additional factors, including job related skills, experience, and relevant education or training. More specific salary range for your preferred location can be discussed during the hiring process. Please note that the compensation details listed reflect the base salary only, and do not include bonus, benefits, pension contributions or additional incentives.
Chemtrade is committed to delivering innovative solutions that address the complex challenges faced by our customers. As a responsible corporate citizen, we prioritize safety, sustainability, and environmental stewardship in all aspects of our operations. Our talented and diverse workforce is at the heart of our success, as we recognize that their knowledge, skills, and dedication drive our ability to deliver exceptional products and services. At Chemtrade, we believe in creating an environment where everyone feels valued, respected, and empowered to contribute their unique perspectives and talents. By putting people at the center of our operations, we build strong connections, nurture innovation, and create a fulfilling work experience for all.
About This Role And About You
The customer service manager is accountable for the efficient and effective execution of Chemtrade’s Order to Cash work process. They establish a culture across the team aligned with delivering an easy, effective and enjoyable customer experience and collaborate with the commercial organization to establish an organization design that fits with the engagement strategy for our customers.
The candidate will direct and oversee all aspects of the organization, customer service policies, objectives, and initiatives. They are responsible for the creation and management of a best-in-class Customer Service team as well to identify, recommend, facilitate, and implement business process improvements that align with organizational goals.
Qualifications
- Bilingual (French / English) written & spoken a plus
- Proficient in SAP (Sales and Distribution module preferred)
- 5 to 7 years’ customer service managerial experience with deep understanding of Order to Cash work process
- Chemical industry preferred
- Excellent communication and listening skills
- Six Sigma/Lean certified preferred
- College diploma or Bachelor degree in business or supply chain management; equivalent of education and/or experience would be considered.
- TDG certificate an asset.
Responsibilities
Customer Service Leadership (100%)
- Leads a team of Customer Service Supervisors who are front line supervisors to the customer service representatives who are responsible to execute the order to cash process
- Establish customer service annual goals and priorities aligned to business and Supply Chain functional strategy
- Drive changes to enable team to work smarter not harder. Responsible to identify opportunities for simplification, promote and suggest solutions, streamlining working with the team to implement best practice solutions.
- Responsible for ensuring that the order to delivery Customer support process is effective, ensuring the correct shipment of product, on-time deliveries
- Accountable for accurate and timely invoicing to customers
- Develops and establishes procedures and policies governing customer correspondence and the handling of customer complaints.
- Identify opportunities for business process improvement across functional areas.
- Identify, recommend, facilitate, and implement business process improvements that align with organizational goals.
- Use metrics and other data to analyze problems, identify root causes and create corrective actions to eliminate recurrence.
- Using metrics align and level staffing to meet business requirements and productivity goals
- Use a regular meeting cadence within the department to keep the CS team focused, accountable for results, and informed.
- Support Responsible Care requirements
- Ensure Information in SAP is current & accurate at all times.
- Evolve the team from transactionally focused to customer experience focused:
- Increasing customer intimacy
- Creating/improving relationship between CSR and customer
- Understand customer order patterns and be able to recognize anomalies
- Support commercial with account planning
- Better understand the Chemtrade business dynamics to represent them to the customer as relevant
What Chemtrade Offers You
Embracing Diversity, Maximizing Results
At Chemtrade we are committed to cultivating a work environment that embraces and values the unique qualities of every employee. We believe in harnessing the richness of diverse talents, ideas, backgrounds, experiences, and perspectives to drive our business forward. Our vision is to create a workplace where all individuals feel respected, empowered, and inspired to contribute their experiences, ideas, and perspectives.
In our culture, we celebrate multiple approaches and viewpoints. To foster an inclusive environment, we actively encourage the creation of Employee Resource Groups. These groups provide platforms for employees to share their unique perspectives, contribute their ideas, and help shape our inclusive culture. Together, we strive to build a workplace that recognizes and celebrates the diverse voices within our organization.
We recognize that the diversity of our employees is paramount to our organization’s success. It is through the diversity of perspectives that we develop and shape programs and tools that support our employees’ growth and career management.
Join us in our journey towards building an inclusive workplace that values diversity and promotes the personal and professional development of our employees.
We recognize the immense value of Employee Resource Groups (ERG’s) in fostering an including and supportive work environment. Our ERG’s serve as vital platforms for employees to connect, share experiences, and celebrate their unique backgrounds and perspectives.
We firmly believe that diversity drives innovation and fuels our success as an organization. By encouraging the formation of ERG’s, we aim to create a workplace where all individual feel empowered to bring their whole selves to work and contribute their diverse talents and ideas. Additionally, we understand the importance of work-life balance and the well-being of our employees and their families. That is why we proudly offer a range of family-friendly benefits, and opportunities for career growth and advancement.
We are committed to supporting our employees at every stage of their lives and ensuring they can thrive both professionally and personally. Join us and be a part of a company that values diversity, inclusion and the well-being of it’s employees.
Learn more about Chemtrade by following us on LinkedIn or Facebook and check us out on YouTube: Chemtrade
