Customer Service Representative

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About Us:

Welcome to Lactalis Canada!

We’reproud 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, Black Diamond, 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, weremainfocused on innovation and quality and are seeking like-minded individuals to join us as we continue our growth journey.

Our flexible hybrid work model accommodates 40% remote work, adapting to the evolving needs of our workforce. Step into a collaborative hub with our revamped office, and enjoy free parking, endless coffee, delicious Lactalis snacks, an on-site gym, and more!

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.

• Provide customer service to Warehouse, DSD 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, email orders, and electronic orders. Analyzing all ordering data based on customer specifications for orders entered manually and/or received electronically ensuring customers’ inventory levels are maintained, and all necessary follow-up completed.
• Manage daily investigations and validation of problems associated with 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.

• 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
• Bilingual an asset (requirement in some cases)

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What Lactalis will offer:

Lactalis Canada believes in rewarding its people with the following package for contract employees:

• A Competitive Base Salary
• Retention Bonus of 10% to be paid out at the end of the contract
• 8% vacation pay
• Health & Dental Benefits starting day 1
• Learning and Development opportunities
• Potential for future full time permanent opportunities!

Our ESG commitment:

Our ESG (Environmental, Social, and Governance) roadmap drives our sustainability…