Employment Type: 

The Customer Service Manager is accountable for leading the customer service activities for Alternative Protein. This includes responsibility for the daily execution of the Customer Service processes of order management, incoming call routing (where applicable) and daily issue resolution as well as the coaching and performance management of their respective team.

Position Responsibilities:

  • Hire, retain, motivate and reward employees to provide exceptional Customer Service and to strive for continuous improvement.
  • Tactical execution of the Customer Service or Supply Chain strategic plan (where applicable)
  • Ensure Customer Service team executes the daily order management process. The manager will work with the team, customers and other functional areas to resolve issues that arise.
  • Will act as a primary Customer Service contact, at tactical level, for key cross-functional stakeholders (Sales, Distribution, Supply Chain Planning, Finance), managing these relationships to ensure effective and efficient Customer Service processes.
  • Ensure that telephony call-routing where applicable meets department targets and process guidelines.
  • Work with cross-functional teams, to ensure order fulfillment.
  • Develop and maintain professional, long-term customer relationships.
  • Ensure the effective management of claims.
  • Identify and select opportunities to enhance Alternative Protein’s systems and processes; marshalling the resources to prepare and execute continuous improvement projects where appropriate.
  • Lead or participate in Projects related to achieving Customer Service goals and process improvement.
  • Use best in class tools to develop and monitor measurements in Customer Service related processes.
  • Support direct reports in complete of customer service scorecard and execution of correction action.
  • Accountable for results in order management, service penalties and operations.
  • Provide visibility to key Customer Service metrics.
  • Participation in the annual budget process for the Customer Service department and management of annual budget targets.


  • Establish and maintain a high performing team
  • Ensure process conformance of Customer Service staff
  • Established business targets are met related to order accuracy, telephony targets, case fill rate, claims, and others as identified
  • Resolution of Key Account scorecard issues
  • Customer satisfaction

Required Skills and Experience:

  • Strong alignment with Maple Leaf’s Leadership Values
  • 3 years experience in a leadership role (preference for Customer Service or Supply Chain experience in a Consumer Packaged Goods company)
  • Undergraduate Degree or college diploma (preference in a related field)
  • Proven record of forging partnerships with other areas to drive performance across business and functional lines
  • Strong communication skills
  • Demonstrated ability to review and analyze appropriate data order to effectively communicate business performance
  • Superior people management ability
  • Confidant in leading change; establishing a sense of purpose and urgency; gaining and sustaining momentum/li>
  • Strong problem solving, prioritization and organizational skills with the ability to manage multiple competing projects
  • Demonstrated experience using SAP and linked interfaces with Customer order management