Customer Service Manager

Who We Are

Essity is a global leader in health and hygiene with our corporate headquarters in Stockholm, Sweden, and North American headquarters in Philadelphia, PA. We are a multi-billion-dollar company that is committed to breaking barriers to well-being through innovative brands in Professional Hygiene, Consumer Goods, and Health & Medical Solutions.

Working at Essity is a chance to make the world a healthier, more hygienic, and safer place with impactful innovations and sustainable solutions. At Essity, you will find a caring culture grounded in our beliefs & behaviors.

About the Role

Essity Consumer Goods seeks an experienced Customer Service Manager to improve logistics and customer service processes, ensuring maximum customer satisfaction for the Retail Business in NA. The ideal candidate should live in Oakville, Canada.

What You Will Do

• Develop and implement customer service indicators to assure excellence in customer service.
• Plan, prioritize, and schedule the team’s activities effectively to meet targets and ensure high-quality standards.
• Monitor activities to identify issues and adapt procedures for overall performance improvement.
• Liaise with operational area managers to integrate sales administration activities with business needs.
• Secure correct demand planning.
• Manage order to billing and after-sales process, including complaint handling.
• Maintain operating systems (e.g., SAP) including policies and procedures, ensuring correct data entry.
• Interact with 3PL and internal logistics team to meet service levels and customer requirements cost-effectively.
• Collaborate with customers to identify opportunities for improving distribution costs.
• Lead, direct, evaluate, and develop the team to ensure timely and accurate completion of activities.

Who You Are

• Bachelor's degree required
• 4+ years of experience in customer service and logistics
• Experience leading in a customer service environment
• Retail customer service experience
• Logistics and Power BI experience a plus
• SAP experience
• Bilingualism a plus
• Strong work ethic
• Willingness to travel as required

About Our DEI Culture

Our culture connects our history with our future. At Essity, care, collaboration, and inclusion are practiced daily. We aim to break barriers to wellbeing and promote gender equality, enabling fuller lives at all stages. We believe diverse and inclusive teams drive innovation and business growth while addressing climate targets.

What We Can Offer You

At Essity, we empower employees to reach their full potential in a culture driven by purpose. We offer a collaborative and caring culture, individual learning and career growth opportunities, and competitive rewards, all while prioritizing health, safety, and sustainability.