Manager, Customer Service

Client Service & Operations Manager

Keurig Dr Pepper Canada is currently looking to fulfill the position of Client Service & Operations Manager. Reporting to the Senior Manager Client Operations, the successful candidate will drive continuous improvement by defining a framework for processes, technical aspects, and organizational design to deliver outstanding customer service. The Client Service and Operations Manager will engage with and influence key partners in the Supply Chain, Sales, and Logistics departments to shape and take ownership of best practice execution in Order to Cash consistently across all channels, with a sharp focus on maximizing service levels for both internal and external clients.Mentor and coach team members, providing regular feedback and performance evaluations to enhance individual and collective skills, ultimately elevating service quality.

Objectives:

• Develop a detailed understanding of customer order fulfillment processes, requirements, capabilities, and limitations across all channels;

• Establish and grow relationships with relevant partners and clients;

• Develop a high-performing team and foster the organizational talent pipeline;

• Collaborate with sales teams to support seamless execution of Lock Calls and drive key objectives in distribution, returns, and sales performance.

• Increase the efficiency of existing processes and procedures to enhance the company’s internal capacity;

• Ensure alignment between order management processes and internal client processes. 

• Accountable for establishing governance for order to cash best practices to create consistent ways of working and enable root cause analysis of issues;

• Drive initiatives involving automation, continuous improvement, and process standardization.

Key Responsibilities:

• Lead and motivate a diverse team, fostering a high-performance work environment while providing career development support to team members;

• Develop and maintain order process standards aligned with logistics requirements to facilitate On-Time and In-Full measurement and improvement;

• Collaborate with sales teams to ensure the successful execution of the Lock Call at the end of each period and quarter, driving alignment and accountability.

• Provide comprehensive support to the sales team by managing distribution, overseeing returns, and helping achieve sales objectives effectively.

• Hire and onboard new customer service employees;

• Ensure that all policies, procedures & processes are documented, updated & communicated;

• Monitor and communicate the key performance indicators of the client operations team;

• Lead continuous improvement initiatives in collaboration with the cross-functional teams;

• Handle escalated clientscomplaints or issues in the most appropriate & timely matter;

• Consistently strive for Excellence in Service, and help to solve problems that impact efficiency, service and productivity;

• Participate in SAP UAT (User Acceptance Test) involving OTC processes;

• Perform add-back analysis in SAP, reconciling and documenting any additional charges, discounts, or adjustments, ensuring transparency and accuracy in client invoices;