Bilingual Customer Service Representative

Job description:

Job Title: Bilingual Customer Service Representative

Location: 6045 Edwards Blvd. Mississauga, ON L5T 2W7

About Us:

Welcome to Lactalis Canada! We’re proud to be Canada’s #1 branded dairy company and to be consistently recognized as one of the country’s top employers by Forbes. Our purpose is to enrich and nurture the lives of Canadians by offering the best of dairy from Canada’s favourite dairy brands like Cracker Barrel, Balderson, Astro and Lactantia. In fact, our products can be found in over 90% of Canadian refrigerators in any given time. As part of Lactalis Group, the world’s leading dairy company, we remain focused on innovation and quality and are seeking like-minded individuals to join us as we continue our growth journey.

What Lactalis will offer:

Lactalis Canada believes in rewarding its people with the following comprehensive benefits package and perks:

• A Competitive Base Salary
• A Performance-Based Bonus System
• 4 Weeks of Vacation
• Benefits starting day 1
• A Pension Program with an Employer Match at 100% of up to 6%
• Tuition reimbursement plan of up to $3,000/year
• A Volunteer Day to give back to your community
• Learning and Development opportunities
• A commitment to internal career advancement with potential for international mobility

About the opportunity:

The Customer Service Representative serves as the primary customer service contact for nationally based customer accounts and ensures customer expectations are delivered consistently both internally and externally.

The attributes we are looking for:

• Provide customer service to Warehouse and Distributor customers by receiving and responding/resolving issues, problems and concerns and providing information.
• ·Process all incoming orders with respect to all areas of order management by receiving inbound and outbound calls, faxes, and electronic orders, analyzing the data, and entering the orders manually/electronically to ensure customers’ inventory levels are maintained.
• Manage daily investigations and validation for issues in relation to Lactalis Canada’s 3rd Party Logistics providers and provide follow-up for closure to customers
• Investigate and validate customer deductions/OS&D’s, fill rate fines and determine the appropriate credit/debit transaction for entry into SAP.
• Analyze customer order patterns to ensure order requirements are met and cost savings are implemented for the warehouse pick/pack/ship process.
• Manage daily product supply activities through the forecasting and demand planning transactions within SAP to optimize fill rates.
• Support Sales by analyzing customer issues, providing product summaries and recommend alternative solutions when needed.
• Liaison with internal departments to execute small project requirements for customers order to cash.
• Produce metric reports to summarize activity and identify repetitive and key product issues as well as customer scorecards.
• Manage the quality assurance process for all identified issues by receiving, tracking, and communicating relevant information to all stakeholders.

What you will bring:

• Bilingualism is a requirement for this role
• Excellent data entry skills with emphasis on accuracy, attention to detail and proficiency in using the numeric keypad
• Strong interpersonal, active listening, and communication skills
• Ability to work in a fast-paced environment
• High capacity to multi-task with strong organization skills
• Basic knowledge of standard office computer technology such as Lotus Notes, Microsoft Office products and the Internet.
• Strong working knowledge of SAP an asset
• Strong analytical, problem solving, and decision-making skills
• Able to work in a team environment with a strong sense of urgency and understanding of priorities
• Team player, understanding the needs, requirements, and priorities of other functional groups
• Well developed presentation and communication skills
• High level of patience and courteousness

Our ESG commitment:

Our ESG (Environmental, Social, and Governance) roadmap drives our sustainability mission. We aim to positively impact communities and the planet by enabling stakeholders including our people, consumers, customers, suppliers, dairy farmers, government, and industry partners to have a positive impact on the wellbeing of our communities and the planet through all that we do.

At Lactalis Canada, we value our employees as catalysts for positive change. Together, we will create a sustainable future, promote belonging, and make a lasting impact on the world.

Our commitment to DEI:

Fuel Our Culture with Your Uniqueness! Lactalis thrives on the value each person brings. We're dedicated to amplifying diverse voices, inviting personal and professional growth, and embracing everyone's true selves. We're committed to crafting an environment that genuinely welcomes all, reflecting the richness of our people and communities. We apply an equal access to employment program and invite women, aboriginal people, visible minorities, and people with disabilities to apply.

Our promise extends to accessible processes and spaces. If you require accommodation due to a disability (which may be visible or invisible, temporary, or permanent), please inform our Talent Acquisition team – confidentiality will be maintained.

Le bilinguisme est requis puisque le poste exige des communications fréquentes avec nos partenaires, nos usines et notre siège social qui se situent hors Québec.

Bilingualism is required as the position involves frequent communications with our partners, our factories, and our headquarters located outside Quebec.

Note: Lactalis Canada does not conduct credit or background checks through . If required, we'll contact you after signing a Job Offer.

Compensation:

As part of our commitment to fairness, trust, and transparency and our ambition to be an Employer of Choice, the base salary range for this position is $62,500– $78,100+.