Customer Service Lead (Manufacturing environment - Contract)

Cérélia North America; Mississauga; On-site; CAD 40,000 - 70,000; Full time

Job summary

An established industry player is seeking a Customer Service Lead to enhance customer satisfaction and streamline processes. In this pivotal role, you will manage escalations, improve service delivery, and ensure effective communication with customers and sales teams. Your expertise will help maintain high-quality support for all stakeholders, while also implementing process improvements to drive efficiency. Join a forward-thinking company that values engagement and productivity, and make a significant impact on customer relations and team performance.

Qualifications

• Experience in customer service management and team leadership.
• Strong analytical skills with a focus on process improvement.

Responsibilities

• Manage escalations and ensure timely customer assistance.
• Coordinate with production teams to optimize delivery and service.

Skills

Customer Service Management

Process Improvement

Communication Skills

Problem Solving

Data Analysis

Education

High School Diploma

Bachelor's Degree in Business or related field

Tools

Power BI

EDI Systems

Job description

Summary:

The role of a Customer Service Lead is crucial to the success of the Customer Service team and the overall organization. This position involves managing escalations, improving processes, and ensuring customers receive timely and effective assistance. The Customer Service Representative is responsible for providing excellent customer support to ensure high-quality service for Cerelia Bakery customers, the sales team, and plant operations.

Job Duties and Responsibilities

1. Provide outstanding customer service to enhance customer satisfaction and relationships.
2. Assist with the implementation and management of EDI, including daily error management and new system integrations.
3. Research, draft, and maintain clear and professional correspondence and templates for departmental communication.
4. Interact with customers and sales representatives to handle pre-sales and post-sales service functions.
5. Monitor orders and collaborate with plant production teams to ensure timely delivery of products.
6. Address and resolve customer complaints and inquiries promptly and accurately.
7. Maintain a thorough understanding of Cerelia Bakery Canada LP products and customer base.
8. Coordinate and analyze customer service functions to meet company standards and goals.
9. Develop contingency plans to ensure continuous customer service during team member absences.
10. Review current orders for truck optimization regarding quantities and delivery locations.
11. Learn to utilize Power BI reports and other analytics platforms.
12. Ensure timely invoicing for non-EDI customers, maintain accurate records, and follow up on payments. Verify invoice accuracy prior to processing.
13. Resolve pricing issues, pallet configurations, and identify root causes of problems.
14. Ensure correct entry of samples, limit 3PL transfers, and optimize shipment methods for cost savings.
15. Monitor and analyze KPIs to assess team performance, identify issues, and implement improvements.
16. Identify and implement process improvements to enhance efficiency and customer satisfaction.
17. Create a positive work environment that promotes motivation, engagement, and productivity.
18. Adhere to all company policies, procedures, and programs including GMP, Quality, Food Safety, and Health & Safety standards.
19. Perform other related duties as assigned.