Customer Success Manager

Company Overview:

The Butcher Shoppe (TBS) is one of the largest independent meat processors in Canada. Priding itself on carrying only the finest quality meats, our team of artisanal butchers converts fresh meat to custom specifications, doing things the 'old fashioned way'. This ensures that the demands of our discerning high-profile customers are met, including restaurants, hotels, event venues, casinos and other foodservice establishments, and now consumers directly through TBS Direct and our full-service onsite retail store.

From our Etobicoke facility we process approximately 100,000 lbs of meat a day and fulfill over 1,000 orders a day, six days a week. Deliveries are made using a fleet of 60 company trucks as well as multiple third-party transport providers, and our supply chain spans five continents. We are investing behind that growth: a facility expansion that will take our site to close to 100,000 square feet, and a new SAP S/4HANA ERP that will change how we take, make and deliver every order. Our people-first philosophy has provided a strong foundation for over 40 years of steady growth.

Position Overview:

This is a new role at The Butcher Shoppe and a critical one in supporting our growth. The Customer Operations Manager owns the order desk end to end: approximately 20 people across day, night and weekend shifts, two shift leads, and the Pepper App, our wholesale customer ordering portal. The order desk takes every order across both channels, wholesale and TBS Direct, handles the first customer question or complaint, and works directly with production, logistics and warehousing to get every order made and out the door on time. You will sit at the centre of Sales, Finance and Operations, with a direct line to the executive team. We are looking for an up-and-coming leader with energy and ambition, someone who wants to shape a team and set a standard rather than simply inherit one. If you are ready to run something that matters, this is it.

Key Responsibilities:

• Lead the team. Coach and develop the order desk staff through the daytime and night and weekend shift leads. Hire, onboard and train. Set clear expectations and hold people to them. Build the next shift leads from within. 

• Staff the operation. Own scheduling, coverage and attendance across six days and three shifts, matched to the shape of daily order volume. 

• Run the desk. Own accurate, complete and on-time order entry across both channels. Manage the daily order deadlines and the handoff into production, logistics and warehousing so every order is cut, picked and routed on time. Work the exceptions directly: shorts, substitutions, custom specifications and same-day changes.

• Own the customer experience. The desk is the first point of contact for customer questions and complaints. Own the speed and quality of that response. Track complaints by root cause and take recurring issues back to the responsible team with the data. 

• Own the Pepper App. Full ownership of our wholesale customer portal: roadmap and backlog, customer onboarding and training, and adoption targets that move order volume from phone and email onto the portal. 

• Establish and manage KPIs. Build the desk's scorecard with the team, starting with order accuracy and orders per hour and extending to response times, on-time order release and Pepper order share. 

• Drive process improvement. Own the desk's standard operating procedures and lead continuous improvement across a high-volume, custom-cut operation. 

• Lead the desk through SAP S/4HANA. Represent the order desk through design, testing, training and go-live, and own the transition off our current order management system.

Qualifications & Experience:

• 5 or more years in customer service, order management, inside sales or operations, including 2 or more years leading a team

• A proven people leader who has built and coached a team, not just supervised one

• Thrives in a fast, high-volume environment where the product is perishable and the day does not reset

• Equally credible with customers, the sales team and the plant floor

• Data literate: you can build a KPI, read it and act on it. Strong Excel

• SAP S/4HANA order to cash (SD) experience preferred. Having been through an ERP implementation as a tester, trainer or super-user is a significant asset

• Foodservice distribution, meat, produce or other perishable goods experience is a strong asset

• Experience owning a customer ordering portal or e-commerce platform is an asset

• Bachelor's degree preferred, or equivalent experience

Work Hours:

Monday to Friday, on site at our Etobicoke facility, with Saturday coverage as required.

Why Work With Us:

At The Butcher Shoppe, we look after the people who look after our customers. Here is what you can expect when you join the team:

• A role you get to define. Build the team, the process and the scorecard, and be measured on results. 

• Real investment behind you. A facility expansion and a new SAP S/4HANA ERP, with a seat at the table on both. 

• Room to grow. A people-first, family-run business with over 40 years of steady growth and real opportunity to advance. 

• The everyday things. Full-time barista on staff, a generous employee discount on premium, restaurant-quality meats, and a steady schedule.