Customer Service Lead (Manufacturing environment - Contract)

Cerelia Bakery Canada LP; Mississauga; On-site; CAD 50,000 - 65,000; Full time

Job summary

Cerelia Bakery Canada LP recherche un 'Customer Service Lead' pour gérer une équipe de service client. Le titulaire du poste sera responsable de l'amélioration des processus, de la gestion des plaintes des clients et de l'interface avec les équipes de vente. Une compréhension approfondie de nos produits est essentielle pour garantir un service de haute qualité. Ce poste offre l'opportunité de contribuer à la satisfaction du client tout en travaillant dans un environnement dynamique.

Qualifications

• Capacité à gérer les plaintes et les demandes des clients.
• Bonne compréhension des produits de l'entreprise.
• Expérience en service client de haute qualité.

Responsibilities

• Fournir un excellent service client pour améliorer la satisfaction des clients.
• Surveiller et analyser les KPIs pour suivre la performance de l'équipe.
• Identifier et mettre en œuvre des améliorations de processus.

Skills

Excellente communication

Gestion des conflits

Service client

Analyse des KPIs

Amélioration des processus

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 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):

1. Provide outstanding customer service to improve customer satisfaction and relationships.
2. Assist with the execution and transition into EDI; manage daily EDI errors and new implementations.
3. Research, compose, and maintain effective correspondence and templates for departmental communication, ensuring clarity and professionalism.
4. Interface with customers and sales representatives to handle pre-sales and post-sales service functions.
5. Monitor orders and collaborate with plant production teams to supervise orders, ensuring timely delivery of all products to customers.
6. Handle and resolve customer complaints/inquiries via mail or phone in a timely and accurate manner.
7. Maintain a competent understanding of Cerelia Bakery Canada LP products and customers.
8. Coordinate, analyze, and improve customer service functions to meet company goals and standards.
9. Develop and execute plans to ensure continuity of customer service processes during unplanned absences of team members.
10. Review current orders to optimize truck loads with appropriate quantities and delivery locations.
11. Learn to use Power BI reports and other analytics platforms.
12. Ensure timely sending of invoices to non-EDI customers, maintain accurate records, and follow up on outstanding payments. Verify invoice accuracy before processing.
13. Address pricing issues, pallet configurations, and identify root causes of problems promptly.
14. Ensure all samples are entered correctly, limiting 3PL transfers and optimizing shipment methods for cost savings.
15. Regularly monitor and analyze KPIs to track team performance, identify issues, and implement improvements.
16. Identify and implement process improvements to enhance efficiency and customer satisfaction.
17. Foster a positive and supportive work environment that encourages motivation, engagement, and high productivity.
18. Adhere to all company policies, procedures, and programs (GMP, Quality, Food Safety, Health & Safety, etc.) at all times.
19. Perform other related duties as assigned.