Customer Service Lead (Manufacturing environment - Contract)

Cérélia North America; Mississauga; On-site; CAD 50,000 - 70,000; Full time

Job summary

Cérélia North America is seeking a Customer Service Lead to enhance customer satisfaction and streamline service processes. The role involves managing customer inquiries, optimizing delivery operations, and ensuring a high standard of service. Applicants should have strong communication and problem-solving skills, with proficiency in analytical tools like Power BI. This position offers an opportunity to lead initiatives that improve customer support and team performance.

Qualifications

• Strong customer service skills needed for effective support.
• Ability to solve problems quickly and efficiently.
• Effective communication for maintaining professional relationships.

Responsibilities

• Manage escalations and ensure timely assistance for customers.
• Monitor orders and collaborate with production teams for deliveries.
• Develop plans for continuity of customer service in absences.

Skills

Customer Service

Problem Solving

Communication

Process Improvement

Team Motivation

Tools

Power BI

Job description

Summary:

The role of a Customer Service Lead is integral to the success of a Customer Service team and, ultimately, the entire organization. By managing escalations and improving processes, the incumbent ensures customers receive timely and effective assistance. The Customer Service Representative is also responsible for providing and maintaining excellent customer support to ensure the delivery of high-quality service to Cerelia Bakery customers, sales team and plant operations.

Job Duties and Responsibilities (including but not limited to):

• Provide outstanding customer service to improve customer satisfaction and relationship
• Help with the execution and transition into EDI/ Manage daily EDI errors and new implementations
• Research, compose, and maintain effective correspondence and templates for departmental communication, ensuring clarity and professionalism
• Interface with customers and sales representatives to handle both pre-sales and post-sales service functions
• Monitor orders and collaborate with plant production teams to supervise orders, ensuring timely delivery of all products to customers
• Handle and resolve customer complaints/inquiries via mail or phone in a timely and accurate manner
• Maintain competent understanding of Cerelia Bakery Canada LP products and customers
• Coordinate, analyze and improve customer service functions to meet company goals and standards
• Develop and execute plans to ensure continuity of customer service process delivery in the event of unplanned absence of team members (including self)
• Review current orders to make sure trucks are being optimized with quantities and delivery locations
• Learn Power BI reports and any other Analytics Platforms
• Ensure timely sending of invoices to all non-EDI customers, maintaining accurate records and following up on outstanding payments. Verify all invoices for accuracy before processing
• Problem Solving: Address all pricing issues, pallet configurations and quickly identifying the root cause of an issue
• Ensure all samples are entered correctly with limiting 3PL transfers and cost savings for shipment methods
• Regularly monitor and analyze Key performance indicators (KPIs) to track team performances, identify issues, and implement improvements
• Identify and implement process improvements to enhance efficiency and customer satisfaction
• Foster a positive and supportive work environment that encourages team motivation, engagement, and high productivity levels
• Adhering to all policies, procedures and programs of the company (GMP, Quality, Food Safety and Health & Safety etc.) always.
• Other related duties and assigned
  
  

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