JOB DESCRIPTION

Purpose

The Relationship Manager serves as the primary service liaison between Sysco Canada and its national contracted customers. This role delivers a consistent, high-quality customer experience through proactive communication, issue resolution, and cross-functional collaboration. The Relationship Manager ensures service levels, pricing accuracy, and operational performance meet customer and contractual expectations while supporting profitable growth and customer retention.

Operating as an individual contributor within a team-based model, the Relationship Manager manages multiple national accounts within a centralized service structure and collaborates closely with internal partners to deliver on Sysco’s service commitments.

Responsibilities

Customer Relationship & Service Excellence

• Act as the main service contact for assigned national customer head offices.
• Lead resolution of escalated service issues, ensuring accountability and follow-through.
• Communicate proactively on delivery schedules, inventory status, pricing updates, and performance metrics.
• Report on service levels, KPIs, and compliance with contractual requirements (MSA).
• Engages confidently at all levels of both Sysco and customer organizations to build alignment, trust, and partnership.

Operational Coordination

• Coordinate new customer and site onboarding, including managed order guides, pricing files, and delivery setup.
• Support culinary events, menu launches, and product transitions in collaboration with Merchandising and Account Managers.
• Partner with Supply Chain on inventory management, LTO/promo execution, shrink mitigation, and auto-substitution.
• Manage cross-dock assessments, inbound PO issues, and vendor-related escalations.
• Set-up New Vendors, manage vendor exceptions
• Set-up New Listings

Strategic Collaboration

• Support business reviews with insights on service trends, opportunities, and solutions.
• Identify and communicate sales or penetration opportunities to the Director, National Sales.
• Participate in customer and industry events, representing Sysco’s brand and service excellence.
• Contribute to process improvement initiatives and adoption of national SOPs, digital tools (Shop, Pay, Delivery) and data integrations.

​Reporting & Tools

• Review and communicate service and performance reporting for head offices (e.g., KPI scorecards, fill rates, short reports).
• Track and address pricing variances, landed cost issues, and rebate discrepancies.
• Utilize Sysco 360 and related systems for tracking, documentation, and communication.
• Maintain customer contact records, reporting cadence, and service documentation.
• Support credit and AR reconciliation with head offices and franchisees.
• Coordinate vendor onboarding, contract management, and compliance tracking.

Qualifications

• Minimum 3+ years of job-related experience within a sales or marketing role.
• Post-secondary Degree or Diploma in a business-related field; equivalent experience may be considered.
• Experience in the food service industry is an asset.
• Intermediate proficiency in Microsoft Office including Excel, Word, PowerPoint, Outlook, etc.
• Excellent verbal and written communication skills
• Must be detail oriented, business-minded, and able to probe into information to get results.
• Demonstrated sales growth and success with a customer and business focused approach.
• Understanding & application of key selling skills concepts, principles, and applications.
• Excellent relationship management experience, time manager, business acumen, initiative, and desire to succeed are required.

Sysco is committed to Employment Equity. Accommodations during the recruitment process are available upon request for candidates with disabilities.

At Sysco, we aspire to create a global culture that is decidedly diverse, equitable, and inclusive – one where we foster belonging as we care for one another and connect the world through food and trusted partnerships. We are Better Together.

COMPANY OVERVIEW

Sysco is the global leader in foodservice distribution. With over 71,000 colleagues and a fleet of over 13,000 vehicles, Sysco operates approximately 333 distribution facilities worldwide and serves more than 700,000 customer locations. We offer our colleagues the opportunity to grow personally and professionally, to contribute to the success of a dynamic organization, and to serve others in a manner that exceeds their expectations. We’re looking for talented, hard-working individuals to join our team. Come grow with us and let us show you why Sysco is at the heart of food and service.

Our Purpose: Connecting the world to share food and care for one another

Our Mission: Delivering success for our customers through industry-leading people, products and solutions

Our Identity: Together we define our future of foodservice and supply chain

Here’s a sample of the many benefits Sysco colleagues enjoy:

Comprehensive Flexible Benefits including Health and Dental, Health Care Spending and Wellness Accounts • Short-Term and Long-Term Disability • Life Insurance • Voluntary Optional Insurance • Parental Leave Plan • Company Pension Plan • Group RRSP & TFSA • Employee and Family Assistance • Stock Purchase Plan • Maple Virtual Care • Unlimited on-line learning • Sysco product discounts • Preferred vendor discounts • Associate Resource Groups

(*benefits may vary based on location or bargaining unit)

ADDITIONAL INFORMATION

This Job Requisition was created with the help of AI. AI will not be used to make hiring decisions or who progresses in the Job Application process. If you have any questions, please reach out to our Talent and Acquisition Team.

This Job Requisition is for an existing vacancy.