Front Line Manager - S&M - Customer Success 4A

Accountabilities:

• • Oversee distributor chargeback processing, including validation, pricing, settlement calculations, and finalization while ensuring accuracy and compliance with established requirements.
  • Track and calculate customer rebates, validating accruals against contractual terms, conditions, and sales performance.
  • Manage service-level agreements (SLAs) and supervise the timely resolution of customer and vendor inquiries while maintaining high service standards.
  • Review, approve, and implement changes to rebates and chargebacks, including pricing and effective dates for high-value customers.
  • Maintain accurate records of customer interactions, inquiries, complaints, resolutions, and actions taken to support accountability and continuous improvement.
  • Coordinate with internal and cross-functional teams to resolve requests efficiently and communicate progress, risks, and outstanding actions to stakeholders.
  • Monitor incoming email and phone inquiries, ensuring requests are acknowledged, tracked, and resolved within agreed SLAs.
  • Provide people leadership and operational guidance, fostering collaboration, accountability, and a customer-centric approach.
  • Identify opportunities to improve processes, reporting, customer experience, and operational efficiency through data and insights.

  Requirements

  • Bachelor’s degree in Commerce, Economics, Finance, or a related discipline; a Master’s degree in Business Administration or Business Analytics is an asset.
  • Experience in customer success, customer operations, commercial operations, rebates, chargebacks, or a related service environment.
  • Strong understanding of customer experience (CX), customer relationship management (CRM), and service-level management.
  • Demonstrated people leadership skills, with the ability to guide teams, manage priorities, and maintain performance standards.
  • Strong analytical and problem-solving capabilities, including the ability to work with data, generate insights, and support data-driven decisions.
  • Experience with data tools, data visualization, marketing analytics, or related analytical platforms.
  • Strong project management and organizational skills, with the ability to coordinate multiple requests and priorities simultaneously.
  • Excellent collaboration and stakeholder-management skills across internal teams, customers, vendors, and business partners.
  • Experience with Oracle Customer Experience (CX) or similar enterprise customer-management platforms is beneficial.
  • Familiarity with collaboration tools and structured customer-service processes.
  • English and French proficiency at a professional level (C2) is required.
  • Certifications such as Certified Scrum Master (CSM) or Six Sigma Green Belt are advantageous.

  Benefits

  • Remote work from Ontario, Canada.
  • Full-time, regular employment with a daytime work schedule.
  • Competitive salary range: CAD $33,000–$55,000.
  • Opportunities to contribute to AI-powered business transformation and real-world enterprise challenges.
  • Access to mentorship, hands-on experience, training, and professional development opportunities.
  • Exposure to a global, technology-driven environment and opportunities to collaborate with experienced professionals.
  • A culture focused on innovation, inclusion, integrity, curiosity, and continuous learning.
  • Opportunities to grow professionally while working on complex customer and business operations.
  • Equal-opportunity workplace committed to respect, inclusion, and diversity.