Customer Service Lead (Manufacturing environment - Contract)

Cerelia Bakery Canada LP; 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 improve processes. This role is essential for managing escalations and ensuring timely assistance to customers. You will interface with sales representatives and customers, monitor orders, and collaborate with production teams to ensure timely delivery. The ideal candidate will be proactive in identifying and implementing process improvements while fostering a positive work environment. If you have a passion for customer service and a knack for problem-solving, this opportunity is perfect for you.

Qualifications

• Experience in customer service roles with a focus on satisfaction.
• Ability to manage escalations and improve service processes.

Responsibilities

• Provide outstanding customer service to enhance satisfaction.
• Monitor orders and collaborate with production teams for timely delivery.
• Handle and resolve customer complaints promptly and accurately.

Skills

Customer Service

Problem Solving

Communication

Process Improvement

Power BI

Education

High School Diploma

Bachelor's Degree (preferred)

Tools

EDI Systems

Power BI

Job description

Summary:

The role of a Customer Service Lead is vital to the success of the Customer Service team and the entire organization. This role involves managing escalations and improving processes to ensure customers receive timely and effective assistance.

The Customer Service Representative is responsible for providing and maintaining excellent customer support to ensure high-quality service delivery to Cerelia Bakery customers, the sales team, and plant operations.

Job Duties and Responsibilities

(including but not limited to):

1. Provide outstanding customer service to enhance 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 ensure timely delivery of products.
6. Handle and resolve customer complaints/inquiries via mail or phone promptly and accurately.
7. Maintain a competent understanding of Cerelia Bakery Canada LP products and customers.
8. Coordinate, analyze, and improve customer service functions to meet company standards and goals.
9. Develop and execute plans to ensure continuity of customer service processes during unplanned absences.
10. Review current orders to optimize truck loads in terms of quantities and delivery locations.
11. Learn to use Power BI reports and other analytics platforms.
12. Ensure timely invoicing to non-EDI customers, maintain accurate records, and follow up on payments; verify invoice accuracy before processing.
13. Address pricing issues, pallet configurations, and identify root causes of problems quickly.
14. Ensure correct entry of samples, limit 3PL transfers, and optimize shipment methods for cost savings.
15. Monitor and analyze KPIs to track performance, identify issues, and implement improvements.
16. Identify and implement process improvements to enhance efficiency and customer satisfaction.
17. Foster a positive, motivating, and engaging work environment.
18. Adhere to all company policies, procedures, and programs (GMP, Quality, Food Safety, Health & Safety).
19. Perform other related duties as assigned.