Gay Lea Foods Hiring for Customer Service Supervisor at Mississauga, ON Full Time

Customer Service Supervisor

Reports To: Manager, Customer Supply Chain

Title: Customer Service Supervisor

Department: Supply Chain

Location: Mississauga (Hybrid)

Job Scope:

Reporting to the Customer Service Manager, the Customer Service Supervisor is tasked with ensuring that the daily customer order management process is completely accurately. This will be accomplished by performing critical verification steps, including internal reporting, and auditing. This role is also responsible for monitoring customer services processes to ensure SOPs are being followed appropriately by all team members and recommending process improvements in order to minimize errors and process gaps.

Key Accountabilities:

• Act as a DAX Super User, assisting CSRs as front-line support with any system/data input issues they encounter. Escalate system issues to CS Manager and/or Data Integrity team as required.
• Monitor internal CS processes to ensure that all team members are following pertinent SOPs, including identifying process deviations, re-training, and escalation to CS Manager as needed.
• Responsible for orders requiring investigation.
• Ensure accurate and timely CS reporting is completed, including DSD report for sales reps, tote reporting, Certificate of Analysis (C of A) report for team members, shipped not invoiced reporting for bulk cream orders, whey, and totes to determine potency/quantity, POD report (orders missing in Knowledge Link), etc. Develop new customer service-related reports as required.
• Responsible for the totes credit report, ensuring RETs are inputted into SharePoint.
• Complete timely invoicing of all credits, backfill credits, all Saputo orders, including BOLs, and Walmart orders, including bulk BOLs, weekly free text invoicing.
• Perform daily, weekly, monthly reconciliations of orders posted, totes not processed, etc.
• Lead trainer for any new CSRs and/or new processes being introduced to the CS team.
• Complete a daily SharePoint verification of member orders and verify/communicate findings with CS Manager as needed.
• Assist the CS Manager with communication between internal/external parties in the coordination of CS process matters.
• Assist the CS Manager with analyzing key metrics, daily & weekly reports, and performance indicators to identify areas of focus and/or necessary improvements.
• Provide support to Auditors regarding any customer related information requests that come through.
• Provide customer order management and issue resolution back-up support to CSRs, as needed.
• Other projects and responsibilities as assigned by Management. Align Customer communication strategies with internal Sales team as well as assist with product/customer allocation when needed

Qualifications:

• Post-secondary education or equivalent work experience.
• 3-5 years of related customer service experience in a CPG/ manufacturing environment.
• Excellent attention to detail and a high level of accuracy.
• Strong knowledge of MS Office (Excel, Outlook, and Word) and ERP/WMS systems required. CMS system experience considered an asset.
• Demonstrated ability to be effective in a lead role within a team environment and resolve issues
• Self-starter with the ability to execute processes independently, as well as meet critical deadlines.
• Strong problem-solving skills, with the ability to identify root cause issues, recommend solutions which mitigate risk of repeat occurrences, and thoroughly lead the issue resolution process from start to completion.
• Excellent interpersonal skills, ability to interact professionally with internal and external contacts.
• Demonstrated excellent telephone/communication/people skills, both written and verbal.
• Proven ability to exercise diplomacy and perform efficiently in stressful situations.
• Flexibility to deal with multiple priorities in a fast-paced work environment, as well as occasional availability outside of business hours to handle critical CS requirements.

Gay Lea Foods is a proud Canadian owned dairy cooperative with a robust portfolio that includes 7 established brands including Gay Lea Butter, Nordica Cottage Cheese, Ivanhoe Cheese, Salerno Cheese and Hewitt’s Dairy. Our wide range of products are sold in Retail, Foodservice, Industrial, Co-pack and Export markets, developed and produced in our 13 manufacturing facilities in Ontario and Alberta.

Delivering high quality and innovative products – from the consumer favourite Spreadables and North America’s first Smooth™ Cottage Cheese, to Nothing But Cheese™, an innovative snack made with 100% cheese, is what makes us market leaders in our categories. Our grassroots approach to business is what guides our direction and differentiates us from our competitors.

Our employees inspire our culture of excellence and entrepreneurship. We hire innovative and passionate professionals who know that greatness is achieved through people, partnerships, and acting with a business owner mindset.

For more about us visit: http://www.gaylea.com

Gay Lea Foods is an equal opportunity employer and values diversity in our workplace. Reasonable accommodation is available upon request throughout our recruitment and selection process.

Job Type: Full-time

Benefits:

• Dental care
• Employee assistance program
• Extended health care
• RRSP match
• Vision care

Schedule:

• 8 hour shift
• Day shift
• Monday to Friday

Supplemental pay types:

• Bonus pay

Ability to commute/relocate:

• Mississauga, ON: reliably commute or plan to relocate before starting work (required)

Work Location: Hybrid remote in Mississauga, ON