Ferrero visual

Customer Service Manager

Job Location: ​North York/Toronto​

Toronto, Ontario

Company Description

Ferrero is a family-owned company with a truly progressive and global outlook and iconic brands such as Nutella®, Tic Tac®, Ferrero Rocher®, Raffaello®, Kinder Bueno® and Kinder Surprise®. As the love for our brands continues to grow, so too does our global reach. Represented in 55 countries, with products sold in more than 170, the Ferrero Group is loved by generations around the world. The secret to our global success? Nearly 35,000 dedicated employees who celebrate care and quality to craft a business, careers and brands we are proud of. Join us, and you could be one of them. 

Diversity & Inclusion

Ferrero is committed to building a diverse and inclusive culture in which all employees feel welcomed and appreciated and have the same opportunities. We believe all of our people are equally talented in their own way. In nurturing the curiosity and natural abilities of our employees, we provide them, generation after generation, the means to succeed personally and professionally, enabling them to craft their journey at Ferrero. The diversity of our talents is what makes our work environment multicultural, innovative and highly rewarding.

About the Role:

Maintains customer satisfaction at the required Market Unit level and at the optimal cost, by providing problem-solving resource, managing, and maintaining the operations of the Customer Service team. Achieves customer service objectives by contributing customer service information and recommendations to the Market Unit Operational Plans; prepare and completing action plans; implement customer-service standards; resolve problems quickly and efficiently and escalate any risks to the business to Supply Chain Director where necessary; complete audits; identify customer service trends; determine system improvements; and implement change.

This role is located at 100 Sheppard Avenue East, North York, ON M2N 6N5.

Main Responsibilities:

Customer Service Order Management
• Manage a team of Customer Service Analysts (7 direct reports) to execute complete order processing cycle, including receipt of the purchase order, confirmation of inventory and delivery date, follow-up with all parties involved (warehouse and carriers) until the actual delivery to the customer, in order to maximize on-time delivery, on-time shipping and fill rate. 
• Manage team schedules and coverage plans to ensure service levels are maintained. Act as a backup to Customer Service Analysts where necessary.

Customer Management
• Determine customer service requirements by maintaining contact with customers; visit operational environments; 
• Form and manage Customer Focus Teams (with Sales); benchmarking best practices; and analyzing information and IT applications.

Customer Claims Management
• Ensure the validation and resolution of invalid deductions are processed in a timely and accurate manner for Supply Chain Canada business unit.
• Perform root cause analysis and collaborating with internal departments to maximize the recovery of disputed claims, returns and billing accuracy

Returns Management and OS&D (over, short, and damaged)
• Ensure returns are tracked and reviewed, followed by the correct dispositions and approval as per governance and guidelines.

Human Resources and People Management
• Accomplish customer service human resource objectives by recruiting, selecting, orienting, training, assigning, scheduling, coaching and disciplining employees; communicating job expectations; planning, monitoring, appraising, and reviewing job contributions.
• Ensure that department is operating in accordance with all company policies, procedures, and guidelines
• Maintain and update manual relating to customer specific requirements and department training material.
• Responsible for conducting staff performance evaluations, continually review workload assessment to ensure adequate staff coverage and balanced workload.

Continuous Improvement
• Ensure continuous improvement of customer service quality results by studying, evaluating, and re-designing processes; establishing and communicating service metrics; monitoring and analyzing results; implementing changes. 
• Controls execution and provides feedback to the 3rd party service providers (DC & transportation) as per agreed service agreements.
• Updates job knowledge by participating in educational opportunities; reading professional publications; maintaining professional networks; participating in professional organizations.

Financial Responsibility
• Meet Supply Chain and Customer Service financial objectives by forecasting resource requirements; preparing an annual budget for claims; investigating customer deductions; initiating repayment requests; initiating corrective and preventive business actions.

KPI Reporting
• Prepare reports on case fill, on time delivery, projected fines, extra charges, customer fines, pallets shipped.

Who we are looking for:

• Bachelors degree preferred
• 8-10 years experience in Customer Service in corporate environment, food, FMCG industry
• Experience managing people and leading teams or projects
• Preferably bi-lingual, in French and English
• Ability to work with SAP a must
• Experienced in working with carriers, pre-booking of appointments, follow-up
• Ability to build spreadsheets and work with all MS Office applications
• Problem solver; “achiever”; result-oriented 
• Ability to work under pressure; multi-task
• Excellent in a team; very good communicator

• Ability to set and achieve goals
• Ability to lead and influence others
• Ability to problem solve and set priorities
• Ability to work effectively with others

How to be successful in the role and at Ferrero:

Consumers, quality and care are at the heart of everything we do. So, to be successful at Ferrero, you’ll need to be just as consumer and product centric as we are - dedicated to crafting brilliant results for consumers around the world. 


Ferrero Canada will accommodate the needs of applicants with disabilities throughout all stages of the selection process. If you need accommodation during the recruitment process, please advise the HR Representative. Information relating to the need for accommodation and accommodation measures will be addressed confidentially.


Ferrero Canada is committed to taking every precaution reasonable in the circumstances to protect our employees, as well as members of the public who enter our workplace. Following Health Canada and provincial public health guidance, vaccination is an integral part of our health and safety efforts. We require that all job candidates or new hires be fully vaccinated against COVID-19 as a condition of employment. Supported accommodation requests will be considered as required by law.

Requisition ID
Job function
End to End Supply Chain
North York/Toronto
Ferrero logo