Join Royal Unibrew Canada

Are you a customer-focused leader who thrives on building high-performing teams and delivering exceptional service? Royal Unibrew Canada is seeking a Customer Service Manager to lead our customer service function and support the execution of commercial priorities across our On Premise and Retail channels.

In this role, you will oversee a team of Customer Service Representatives, drive operational excellence, and partner closely with Sales, Supply Chain, and Business Intelligence teams to ensure an outstanding customer experience. This is an opportunity to make a meaningful impact by improving processes, strengthening customer relationships, and supporting business growth through exceptional service execution.

What You'll Do

Lead Customer Service Excellence

• Serve as the leader of the customer service function across On Premise and Retail channels.


• Manage customer inquiries, complaints, and escalations, ensuring timely and effective resolution.


• Build and maintain strong customer relationships through consistent, high-quality service delivery.


• Champion a customer-first culture focused on satisfaction and continuous improvement.

Lead and Develop the Customer Service Team

• Lead, coach, and develop a team of Customer Service Representatives.


• Set clear priorities and provide ongoing guidance to ensure successful execution.


• Monitor performance against service KPIs and business objectives.


• Foster a collaborative, accountable, and high-performing team environment.

Support Sales and Commercial Priorities

• Partner closely with the Ontario Sales Manager and sales team to support channel strategies and business objectives.


• Execute telesales and outreach programs in support of sales initiatives.


• Support customer onboarding, account maintenance, and customer retention activities.


• Assist field sales teams with account coverage, customer follow-up, and service-related support.


• Help identify and support new customer opportunities within assigned channels.


• Lead POS and merchandise deployment activities to support channel execution.

Drive Reporting and Cross-Functional Coordination

• Track and report on service and sales support KPIs.


• Provide insights and recommendations to support decision-making.


• Collaborate effectively with Sales, Supply Chain, and Business Intelligence teams to ensure alignment and execution.

Improve Processes and Service Delivery

• Identify and implement opportunities to improve customer service processes and operational efficiency.


• Support home delivery execution and service initiatives.


• Resolve recurring service and operational issues through sustainable solutions.

What You'll Bring

• 4–7 years of experience in customer service, inside sales, sales support, or a related function.


• Previous experience leading and developing a small team.


• Strong customer service mindset with excellent problem-solving and relationship-building skills.


• Proven ability to achieve service, operational, and business objectives.


• Demonstrated success managing customer relationships and delivering exceptional customer experiences.


• Strong organizational, communication, and execution capabilities.


• Business acumen and the ability to balance customer needs with commercial priorities.


• Experience in the beverage, food, or consumer packaged goods (CPG) industry is considered an asset.

Education

• Bachelor's degree in Business Administration, Commerce, Marketing, Supply Chain Management, or a related field.


• An equivalent combination of education and relevant customer service, customer operations, or CPG experience will also be considered.

Preferred Skills

• Experience using CRM systems and customer management tools.


• Strong analytical and reporting capabilities.


• Project management experience.


• Understanding of merchandising, shopper marketing, and field execution activities.