Customer Service Manager Jobs

Job Type: Fulltime / Permanent

Location: Calgary, AB / Hybrid

Would you like to be a part of a revolution in agriculture in Canada? If so, we would love to hear from you!

At GoodLeaf Farms we are a proud Canadian company at the forefront of innovation, striving to grow food security for communities from coast to coast. We are breaking ground in an industry that is quickly proving itself to be sustainable, not only environmentally but economically and socially as well. We are focused on producing ultra-fresh greens, 365 days a year using no harsh chemicals, a carbon footprint that is just half that of a traditional farm and using less than 10% of the water traditionally used, to create a world where plants thrive!

Why work at GoodLeaf Farms?

It is our commitment to provide you with the work environment and tools necessary to be successful in your role. We hope that you will find your work here rewarding, challenging, and meaningful.

• We foster an environment of cooperation and communication.
• You will have the opportunity to take your career to the next level. GoodLeaf is growing and we want you to grow along with us!
• We have competitive compensation and benefits
• We have an entrepreneurial and inclusive spirit with the heart of a start-up.

Every day at GoodLeaf Farms we get to help solve the challenge of food security for communities across Canada and do it in innovative ways that inspire healthy lifestyles. We think that’s exciting and the best reason of all to join us!

What we are looking for

As the Customer Service Manager, you will play a vital role in ensuring exceptional customer experiences, efficient order management, seamless logistics support, and effective sales support. Your responsibilities will extend to new account onboarding, inventory management, accounts receivables, and brand support. We are seeking a skilled professional who is passionate about delivering outstanding service and maintaining strong relationships with our customers.

Responsibilities

New Account Onboarding:

• Closely monitors orders for first 90 days
• Is introduced as part of the team and works closely with sales to have all valid paperwork completed prior to first forecast being added to the farm.

Order Management:

• Review performance for each farm weekly during S&OP meetings
• Creating strong relationships with key buyers
• Customer scorecard management or personal scorecard
• Submitting and validating orders into the system
• Maintain customer portals
• Work closely with operations and warehouse to ensure on time in full (OTIF) targets are achieved . (CS owns project management on course correction when needed)

Inventory Management:

• Ensure completion of forecast by sales end of first week of the month forwarding highlights of changes and weekly adjustments greater than average monthly amounts to operations for each farm.
• Monitor forecast accuracy against actual future forward orders addressing variances with customers, sales and operations.
• Review monthly forecast with operations to mutually identify if adjustments to the grow room need to be made for future seed to pack volume
• Comparing forecast to farm output identify extra anticipated volume by crop to be sold weekly by CS.
• Play key role in S&OP process sharing changes or highlights weekly to operation on any changes for each farm

Inside Sales:

• CS is responsible for finding and selling to local connections who are interested in picking up left over volume from harvest
• The goal is zero waste in all farms
• Monitoring forecasts, promotions and orders challenge current customer base on order size to guarantee GL throughput and limit shortages at consumer and restaurant

Accounts Receivable:

• Regularly schedules connections between cs, sales and AR to guarantee payments are received on time.

Logistic Support:

• Identify freight lanes that will be needed to successfully service all accounts from each farm
• Own brokerage paperwork for crossing the border effectively and manage all other logistic requirements for each region
• Negotiate best rates and own relationship with freight companies

Customer Experience:

• Shares concerns, opportunities or conversations with customers to sales on a timely basis
• Working in coordination with all customer and consumers manage complaints and or comments quickly and effectively
• Coordinates all facets of customer activity within each farm (Oversees NDA completion, samples, farm readiness, presentations printed, beverages, etc. )

Sales Support:

• Analyzing data provide key inputs for quarterly business reviews for each sales contact
• Oversee shipment or pick up of samples
• Inside sales contact for broker teams supporting business development
• Assist in preparation of all customer or consumer events (trade shows, brand ambassador events)
• Monitor inventory of all sales assets advising brand manager when there is a need to replenish
• Coordinate sample requirements for the sales force

Brand Support:

• Provide administrative support to Brand Manager on analytics or other projects as needed.

Other duties as required.

Qualifications & Educational Requirements

• Proven experience in customer service management or a similar role within the food production industry.
• Experience in ITrade, PowerBI, ERP system upgrades and or onboarding, EDI and Microsoft office suite
• Strong organizational skills with the ability to prioritize tasks and manage multiple responsibilities.
• Bilingual English & French preferred
• Knowledge of sales techniques and experience in supporting sales teams.
• Familiarity with inventory management systems and logistics processes.
• Proficient in using customer relationship management (CRM) software and other relevant tools.
• Analytical mindset with the ability to interpret data, identify trends, and make data-driven decisions.
• Post secondary education, with a minimum of five years’ experience in customer-focused support roles, preferably in food-based / agriculture / horticulture/ operations in Canada
• Excellent communication and interpersonal skills to interact effectively with customers and internal stakeholders.
• Demonstrated problem-solving skills and the ability to resolve customer issues effectively.
• Strong understanding of customer service principles and practices.

GoodLeaf Farms is a mandatory COVID-19 vaccination employer.

GoodLeaf Farms is an equal opportunity employer and prohibits discrimination and harassment of any kind. All employment decisions at GoodLeaf Farms are based on business needs, job requirements and individual qualifications, without regard to race, colour, age, religion, sex, sexual orientation, gender identity, national origin, or disability status.