Customer Service Manager

Iovate is a dynamic, leading-edge nutrition company that delivers some of the highest quality, most innovative and effective active nutrition and weight management products in the world.  Each of our Brands are committed to biology, science, and their own culture to assist customers in reaching their goals.

Iovate – Commited to a higher standard

We have started on a Supply Chain Transformation journey that will focus on creating a supply chain that is best in class, with a customer reputation that our competitors aspire to. To fundamentally change how we manage Customer Supply Chain processes, we have a vacancy for a Customer Supply Chain Manager. Reporting to the Associate Director of Customer Supply Chain, you will provide leadership to the Order to Cash (OTC) process. With your leadership, you will transform the OTC process by executing strategic customer initiatives overseeing the day-to-day operations related to Customer Service teams while developing critical communication and insight to define strategic actions by Sales and Operations. This is an exciting opportunity to create an impact in an innovative, growing company and be a key contributor in our transformation journey.

You’ll succeed because…
…you’re passionate about customer service and know how to manage complex global supply chain requirements. You drive a culture of outperformance through rationalizing a wide range of data, along with an eye for optimizing systems and processes. Most importantly, you’re self-motivated and able to collaborate effectively to influence cross-functional teams through a dynamic environment.

You’ll love it because…
…you’ll get to make an impact like never before. You’ll be responsible for your own team and projects. You will be responsible for designing how best to implement key strategic priorities amongst your team and operate within an ownership driven culture focused on the KPIs. The products you help bring to the consumer globally makes lives better through science-based active nutrition.

Accountabilities:

  • Direct the daily activities of the customer service team and provide performance management feedback as needed. Own the order-to-cash process, OS&Ds, Fines, and returns.
  • Be responsible for order management timeliness, accuracy and efficiency by transforming process, developing people capability and maximizing the adoption of systems across the various processes.
  • Ensure that customer service inquiries are answered in a timely, efficient and knowledgeable manner.
  • Setup and Management of Customer Master Data, and Commercial Agreement requirements.
  • Assists in the development, implementation, and achievement of a Cost-To-Serve program.
  • Develop, implement and monitor KPIs for the customer supply chain department.
  • Serve as the primary customer escalation point for issue resolution.
  • Works with customers to arrange shipping times, delivery times and product fulfillment.
  • Lead, coach, and train the team consistent with company policies, guidelines, and standards.
  • Assists in setting Budget, P&L, and Strategic Planning activities

Experience & Skillset:

  • Bachelor’s degree in business/logistics or related field. Lean Six Sigma, or related courses.
  • 5+ years of customer service and/or management experience preferably within CPG.
  • Experience with Microsoft Dynamics would be an asset.
  • Proficient in Microsoft Office Suite (Word, PowerPoint, Excel)
  • Leadership and coaching skills; outstanding communication and problem-solving skills 

What We Offer:

  • World class gym, fitness classes and external basketball court
  • Community involvement through charitable events
  • Competitive compensation package
  • 100% Group Health & Dental Coverage
  • Employee Assistance Program
  • Company RRSP Matching
  • Paid vacation & 5 personal days
  • Employee Engagement Events
  • Product & Swag from our industry leading brands
  • Professional career development
  • Opportunities for Global career exposure without the need to relocate!