CUSTOMER SERVICE MANAGER

Company Vision 

Asahi Canada’s vision is to become an International Premium Beer powerhouse.  We will achieve this by leveraging our strengths and existing success models, and by applying a challenger mind-set to everything we do.  Asahi Canada's collection of premium beers each tell their own brand story and share a passion for craftsmanship, authenticity and using only the finest ingredients.  Our iconic premium beers include Peroni Nastro Azzurro, Grolsch Premium Pilsner, Asahi Super Dry, Pilsner Urquell, Meantime London Pale Ale, Fuller’s London Pride, Tyskie, Kozel, Lech and Zubr.    

Asahi Group Holdings (our global parent company) is the third largest beer company in the world based on market capitalisation. Asahi Canada broadly operates on a stand-alone basis. At Asahi Canada, we have a clear mandate to strengthen our position by establishing a leading premium presence. The expectations are that Asahi Canada is among the leaders in global growth within Asahi Group Holdings.   

Asahi Canada has an ambitious, high-performance culture. It seeks people with entrepreneurial mindsets that thrive in fast paced, market facing environments. It offers talented individuals a unique opportunity to work in world-class teams while assuming high levels of personal accountability to deliver on the company’s mission.  

Key Purpose Statement 

We are looking for a detail-oriented and proactive Customer Service Manager to join our Supply Chain team. This role is responsible for managing the end-to-end order fulfillment process — from order entry through invoicing — while acting as the key point of contact for resolving customer service issues. The ideal candidate is highly organized, comfortable working in SAP, and skilled at building strong relationships with both internal teams (warehouse, logistics, finance) and external customers. 

Key Responsibilities: 

Order Management & Entry 

• Download and process incoming customer orders on a daily basis 

• Create and maintain accurate orders in SAP, verifying quantity, pricing, and delivery dates align with customer agreements 

• Identify and resolve order discrepancies with sales, pricing, or customer teams prior to order release 

Inventory & Shelf Life Coordination 

• Partner with the warehouse team to confirm product availability against confirmed orders 

• Ensure allocated inventory meets customer-specific shelf life requirements 

• Proactively flag inventory shortfalls or shelf-life risks to prevent delivery delays or order rejections 

Invoicing & Customer Payments 

• Confirm proof of delivery before initiating the invoicing process 

• Generate and issue accurate invoices in SAP once delivery has been confirmed 

• Reconcile invoiced amounts against confirmed order quantities and agreed pricing 

• Review and challenge unsupported customer deductions (e.g., late fees, shipment variances) 

• Apply credits and adjustments where appropriate, following internal approval processes 

Customer Service & Dispute Resolution 

• Serve as the primary contact for customer inquiries and complaints, including delivery issues, damaged goods, and expired product 

• Investigate and respond to customer concerns promptly, coordinating with warehouse and logistics as needed 

• Identify trends in recurring customer issues and recommend process improvements 

Continuous Improvement 

• Actively seeks out opportunities to identify and deliver process improvement and automation initiatives that reduce manual activities and complexity (e.g., EDI implementation) 

• Challenges the status quo in existing order-to-cash workflows and recommends solutions to drive efficiency 

• Partners with IT, supply chain, and cross-functional teams to scope, test, and implement improvement projects 

• Works with Warehouse & Logistics Manager to understand opportunities for cost reduction and any changes such as MOQ requirements are understood, agreed with customers and accurately reflected in SAP.  

Reporting 

• Reports and delivers on customer service KPI performance, including: 

• Open order reports 

• On-time-in-full (OTIF) / on-time delivery reports 

• Deduction and credit tracking reports 

• Other ad hoc reporting as required by the business 

• Analyzes reporting data to identify trends, flag risks, and support decision-making for leadership 

KEY CAPABILITIES REQUIRED 

• 3-5+ years of experience in customer service, order management, or supply chain administration 

• Hands-on experience with SAP (or similar ERP system) required 

• Strong attention to detail and accuracy in order entry and invoicing 

• Strong analytical skills with experience building and interpreting reports (Excel/SAP) 

• Excellent communication and problem-solving skills 

• Ability to manage multiple priorities and work cross-functionally with warehouse, logistics, sales, and finance teams 

• Experience in [CPG/beverage/food industry] an asset 

• Based in Toronto (65 Heward Avenue) 

ASAHI BEHAVIOURS – strong individually, stronger together  

• Committed – we do what we say we will do  

• Cooperative – we are stronger when we work together  

• Curious – we are open minded and discover better ways  

• Bold – we are clear and decisive in whatever we do  

• Empowering – I bring out the best in my people  

We appreciate and review all applications but contact only those applicants who best fit our requirements.  

Asahi Canada welcomes applications from people with disabilities and will make accommodations, upon request, for any part of our selection process.