Director, Customer Service
J.D. Irving, Limited
Dieppe, New Brunswick, Canada, Irving Building Dieppe
1d ago

DIRECTOR, CUSTOMER SERVICE - SUPPLY CHAIN

At Irving Consumer Products, we recognize that the key to our success is our people. We are a family-owned and operated company that has grown to become one of North America's leading manufacturers of

At Irving Consumer Products, we recognize that the key to our success is our people. We are a family-owned and operated company that has grown to become one of North America's leading manufacturers of household paper products.

Irving Consumer Products produces branded and private label bathroom tissue, facial tissue, paper towels, as well as napkins.

Job summary :

The Director, Customer Service oversees and provides leadership, continuous improvement planning & execution to all department employees to ensure Customer Service excellence.

This role will be responsible for managing all customer interaction processes, balancing customer advocacy and customer satisfaction with financial objectives as well as supporting the departmental budget.

Job requirements :

Education Required : University Degree in Business Administration, Supply Chain or any related field

Minimum 10 years of experience in Customer Service

Experience in the Consumer-Packaged Goods (CPG) industry is considered an asset

Leadership skills

Excellent organization and communication skills

Ability to manage budgets and reports

Proven strategic planning and analytical skills

Energetic, customer-focused and results drive

Ability to coach, inspire and motivate others

Key Responsibilities :

Manage relationships with Customers, Sales, Logistics and Planning to ensure customer requirements are being met

Work collaboratively with Supply Chain Directors & Managers as key stakeholders in continuous improvement execution

Provide effective coaching and counseling to all team members

Responsible for evaluation and distribution of all processes, policies and procedures; implementing metrics (KPI’s) and reporting systems for all service-related requirements

Implement and execute initiatives and / or projects to support the Customer Service and Supply Chain vision

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