Customer Experience Coordinator

4 months ago

Abbotsford, Canada Vitalus Nutrition Inc Full time

Vitalus Nutrition has grown from a small family-owned business to a trusted international supplier of specialty dairy ingredients for large-scale processors and brands. Our transparent, ethical and service-driven approach has helped us build long-standing relationships with

Vitalus Nutrition has grown from a small family-owned business to a trusted international supplier of specialty dairy ingredients for large-scale processors and brands. Our transparent, ethical and service-driven approach has helped us build long-standing relationships with customers throughout the world. Our purpose is to improve lives by unlocking the nutritional value of milk.

**Bringing Milk to Life**

We constantly look for ways to improve the work environment, provide a safe workplace, communicate company information, encourage employee collaboration, and provide ongoing training to assist employees in performing their current job and preparing for career opportunities. Our compensation and benefits package is very competitive.

We pride ourselves on creating a healthy, respectful, and safe work environment where managers and co-workers care about who you are and support you in learning this new role. This relates to our core values of CARE, INTEGRITY and EXPERTISE.

**POSITION OVERVIEW**:
The primary role of the Customer Experience Coordinator / Export Operations is to effectively execute all customer orders as well as coordinate all internal activities related to domestic and export orders in a manner that enhances the overall customer service experience. The Customer Experience Coordinator is a member of the Customer Experience team and provides support to other roles within the department as required.
- VALUES: Integrity, Care & Expertise (ICE)
- PURPOSE: Improving Lives - By unlocking the Nutritional Value of Milk

**KEY RESPONSIBILITY AREAS**
- Coordinate and process customer sales orders in a timely and efficient manner.
- Monitor and maintain customer accounts in CRM and shipping profiles.
- Handle customer enquiries and ensure timely troubleshooting and follow-up to customer service issues.
- Keep tracking product availability, and ensure all transactions that affect inventory levels are properly processed.
- Ensure the accuracy and timeliness of the required order and shipment documentation, including order pick lists and bill of ladings.
- Build and maintain effective relationships with customers to ensure sales orders and terms are clear, understood, and documented.
- Ensure that order and shipping details, as well as contracting terms, are clearly communicated to the customer, understood, and documented.

**COMPETENCIES (Knowledge, Skills, Ability)**
- Exceptional customer focus, interpersonal and people management skills including sensitivity, tact, and professionalism.
- Strong written and verbal skills to clearly communicate with all levels of the organization and external partners/customers. Effective communication skills with emphasis on win-win solutions.
- Problem-solving and solid analytical skills, the ability to troubleshoot and outstanding attention to detail.
- Knowledge of international shipping logistics, regulations and documentation.
- Ability to deal with changes, delays, or unexpected events in a professional and timely manner.
- Proficiency in Navision/ MS Office/ERP is an asset.

**MINIMUM QUALIFICATIONS**
- 3+ years of progressive work experience in customer service and/or related supply chain function and relevant certificate/diploma in a related field. Technical background in food manufacturing or a Bachelor of Business Administration/ International Trade / Supply Chain is an asset.
- Customer service is driven. Enrollment in a professional designation such as Customer Service Management is a plus.
- Working knowledge of other languages would be an asset.
- Proficient in MS Word, MS Outlook, and spreadsheet/database (MS Excel). Experience with Navision is a plus. Proficient data entry skills.
- Superior time management skills, detail orientation, multitasking skills, and the ability to prioritize tasks with mínimal supervision.

**Benefits**:

- Company events
- Dental care
- Disability insurance
- Employee assistance program
- Extended health care
- Life insurance
- Paid time off
- RRSP match
- Tuition reimbursement
- Vision care
- Wellness program

Schedule:

- Monday to Friday

Supplemental pay types:

- Bonus pay

Work Location: Hybrid remote in Abbotsford, BC V2T 5W5

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