Job Title

Customer Service Supervisor Position Overview: The Customer Service Supervisor is a key leadership role responsible for managing customer service operations across British Columbia (BC) and Alberta (AB), while providing strategic support to sales, marketing, logistics, finance, and production departments. This individual will oversee the daytoday performance of the order desks, manage communications with key accounts and portals, and help ensure an exceptional customer experience from order placement through to delivery. This role is inperson based out of our Golden Valley office in Abbotsford, British Columbia. Location: Abbotsford, British Columbia, Canada Seniority Level MidSenior level Employment Type Fulltime Skills, Education & Experience Excellent computer skills, especially with Microsoft Word, Excel, accounting software and ability to learn and utilise new software quickly A high attention to detail Superior telephone manners and strong interpersonal skills Strong knowledge of general office procedures involving procurement, reports etc. Able to write and format moderately complex correspondence including memos, emails, and letters Knowledge of applicable data privacy laws Meticulous records maintenance skills Knowledge of customer orders in regard to product distribution Able to maintain filing systems and basic databases Minimum of 35 years in a supervisory or senior customer service role preferably in a manufacturing environment Superior keyboarding skills working knowledge and demonstrated skills in the MS Office Experience with ERP systems and customer portals is a strong asset Ability to interpret and implement judgment, reasoning, and discretion Must be able to communicate and work well with others as part of a team, demonstrating politeness, respect and courtesy in communication and daily interactions Present a positive and professional image of the facility to all customers, visitors, suppliers, inquiries and other interactions Handson experience with productivity applications, including word processing, spreadsheets, email, and presentation software Professional writing skills including proper spelling, grammar, and punctuation Superior time management skills, multitasking skills, and the ability to prioritise tasks with minimal supervision Previous experience in handling confidential or sensitive information Office based with potential travel between BC and AB Responsibilities Customer Service Leadership Oversee and support customer order desks in BC and AB Manage and schedule vacation coverage for order desk staff Train, mentor, and evaluate order desk employees to ensure high service standards Communicate directly with customers both live and via portals regarding order changes, product availability, and delivery coordination Handle and dispute proposed deductions from late deliveries by tracking communications and coordinating with logistics When complaints are received, follow FSPR-2 Complaint Management Procedure for the proper steps on how to deal with a complaint Manage product shortages and appointment bookings via customer portals Oversee order revisions and ensure timely communication with internal departments and customers Respond to customer calls, inquiries, and complaints professionally and promptly Allocate incoming potential customer leads to appropriate internal contacts Manage and respond to consumer complaints and escalates when necessary Organise and oversee retail audits and followup reporting Pricing and Rebate Management Maintain and update customerspecific price lists for BC and AB Administer and track rebate programs in coordination with Finance and Sales Issue price increase notices and ensure all relevant teams and customers are informed Maintain and update pricing tables and ensure accuracy across systems Sales and Marketing Coordination Collaborate with Marketing to ensure sell sheets and shelf strips are accurate and current Maintain proper inventory control and order pads Coordinate the ordering and distribution of buying show materials Assist with new product launches and portal entries Support customer business reviews as needed, including data preparation and presentation support Build strong relationships with retail contacts to support product movement and visibility Administrative & Reporting Tasks Generate and distribute monthly sales reports to stakeholders Manage customer programs, promotions, and prebook allocations Maintain organised documentation of governmentrequired records (e.g., Exported Egg Declarations, Certificates of Traceability) Order and manage materials such as producer receipts and driver credit books Maintain a shared drive and document library (e.g., product shots, sell sheets, product dimensions, etc.) CrossDepartmental and Operational Support Work closely with Production and Logistics teams to coordinate inventory availability for current and upcoming orders and sales Ensure customer allocations align with available supply and internal targets Support Finance (A/R) in resolving held or overdue accounts to ensure timely shipping Coordinate with Dispatch on scheduling and holiday route changes Participate in quarterly planning (IS/OS meetings) and new product/customer implementation General Assist in buying show organisation and material distribution Other duties as assigned EQUAL OPPORTUNITY AND CONFIDENTIALITY P&H Foods Inc. and our affiliates are dedicated to fostering a diverse and inclusive workplace. We are an equal opportunity employer and prohibit discrimination and harassment of any kind. This applies to all employment practices within our organization, including recruitment. Hiring decisions are made based solely on qualifications, merit, and business needs at the time. The incumbent will be working in a proprietary environment. Policies and procedures are shared between the P&H Foods Inc. group of companies. Discussion of these with nonP&H Foods Inc. affiliated employees is strictly forbidden. #J-18808-Ljbffr