Manager Of Customer Service

Strathcona Paper is North America’s only paper board company dedicated exclusively to the manufacture and supply of medium to heavy-weight paper board. The company has grown to become the box board of choice for North America’s largest consumer brands. Strathcona Paper is a subsidiary of PaperWorks Industries, Inc. which has 16 facilities across North America.

The Position

The Manager of Customer Service is responsible for the operation and ongoing development of the supply chain function within Strathcona Paper including the development and operation of all customer service, order entry, scheduling, inventory management and control. The incumbent serves as the primary Strathcona business interface with outside warehousing and sheeting companies. They also maintain strong interpersonal relationships with key customers and vendors not only to support existing levels of business, but to ensure customer goodwill when additional volumes are required during slow periods, and vendor support during periods of tight supply.

Principal Responsibilities

• Develop the annual operating budget and safety plan for approval
• Establishment and management of supplier-managed inventory for selected customers.
• Report KPI performance to Senior Management on a regular basis and communicate resource requirements where appropriate
• Management of all aspects of customer orders including order entry, confirmation of delivery dates, status reporting, and changes with Sales & Marketing coordination.
• Development of KPIs for Customer Service and ongoing improvement of systems and processes, including assessment and adoption of the best practices utilized by the competition
• Ensure that Key Master File information is updated and maintained
• Monitor expenditures against plan, explain variances and implement remedial action to ensure that budgets are achieved
• Efficient scheduling of the Paper Machine including changeovers and optimal allocation of work between in-house and outsourced capacity
• Execute management functions in accordance with the Company’s Human Resource Policy, Ontario labor and employment legislation, the Occupational Health and Safety Act and applicable environmental legislation.
• In conjunction with the Manager of Procurement & Services, negotiate long-term arrangements with outside resources and serve as the primary contact for commercial issues with them

Scope of Responsibility

• Manages 3 direct reports
• Reports to the Plant General Manager

Experience/Qualifications

• Degree or diploma in business
• Ten years of experience in supply chain management with a strong customer service orientation
• Excellent English language skills
• Strong analytical and computer skills
• Strong managerial and negotiating skills
• Five years of supervisory experience