CUSTOMER SERVICE MANAGER

asahiceeur•Toronto, ON

7d•CA$72,800 - CA$91,000•Onsite

About The Position

We are looking for a detail-oriented and proactive Customer Service Manager to join our Supply Chain team. This role is responsible for managing the end-to-end order fulfillment process — from order entry through invoicing — while acting as the key point of contact for resolving customer service issues. The ideal candidate is highly organized, comfortable working in SAP, and skilled at building strong relationships with both internal teams (warehouse, logistics, finance) and external customers.

Requirements

3-5+ years of experience in customer service, order management, or supply chain administration
Hands-on experience with SAP (or similar ERP system) required
Strong attention to detail and accuracy in order entry and invoicing
Strong analytical skills with experience building and interpreting reports (Excel/SAP)
Excellent communication and problem-solving skills
Ability to manage multiple priorities and work cross-functionally with warehouse, logistics, sales, and finance teams

Nice To Haves

Experience in CPG/beverage/food industry an asset

Responsibilities

Download and process incoming customer orders on a daily basis
Create and maintain accurate orders in SAP, verifying quantity, pricing, and delivery dates align with customer agreements
Identify and resolve order discrepancies with sales, pricing, or customer teams prior to order release
Partner with the warehouse team to confirm product availability against confirmed orders
Ensure allocated inventory meets customer-specific shelf life requirements
Proactively flag inventory shortfalls or shelf-life risks to prevent delivery delays or order rejections
Confirm proof of delivery before initiating the invoicing process
Generate and issue accurate invoices in SAP once delivery has been confirmed
Reconcile invoiced amounts against confirmed order quantities and agreed pricing
Review and challenge unsupported customer deductions (e.g., late fees, shipment variances)
Apply credits and adjustments where appropriate, following internal approval processes
Serve as the primary contact for customer inquiries and complaints, including delivery issues, damaged goods, and expired product
Investigate and respond to customer concerns promptly, coordinating with warehouse and logistics as needed
Identify trends in recurring customer issues and recommend process improvements
Actively seeks out opportunities to identify and deliver process improvement and automation initiatives that reduce manual activities and complexity (e.g., EDI implementation)
Challenges the status quo in existing order-to-cash workflows and recommends solutions to drive efficiency
Partners with IT, supply chain, and cross-functional teams to scope, test, and implement improvement projects
Works with Warehouse & Logistics Manager to understand opportunities for cost reduction and any changes such as MOQ requirements are understood, agreed with customers and accurately reflected in SAP.
Reports and delivers on customer service KPI performance, including: Open order reports, On-time-in-full (OTIF) / on-time delivery reports, Deduction and credit tracking reports, Other ad hoc reporting as required by the business
Analyzes reporting data to identify trends, flag risks, and support decision-making for leadership