Customer Operation Specialist

5 months ago

Mississauga, Canada General Mills Full time

**Job Description**:
**OVERVIEW**:
**KEY ACCOUNTABILITIES**:

- Customer order management - Acts as liaison between external departments and customers to process order changes, communicate all order changes, track and reschedule customer orders to meet customer-requested delivery dates
- Partner with Product Supply, Supply Planning, Logistics, and Transportation teams to influence and resolve order flow concerns (late trucks, holding time, refused deliveries)
- Manual order management
- Manage the end-to-end execution of special packs (DRPs) with sales partners and customer
- Ensure effective customer execution of New/Discontinued items
- Create and communicate KPI reports for internal and external partners
- Investigate and validate customer’s service fines and Non-Compliance charges to identify and resolve root causes.
- Weekend work may be required to process orders & service customers during key periods

**MINIMUM QUALIFICATIONS**:

- Bachelors Degree in a business related field
- Strong organizational and time management skills
- Bilingual in French and English language skills (reading, writing and speaking) is required for this role
- Strong working knowledge of Microsoft Office Suite (Excel, Powerpoint, etc.) with strong competency in Microsoft Excel (Macros, Pivot Tables, VLOOKUP and filtering)
- Ability to manage conflicting priorities simultaneously
- Strong customer service and relationship building skills
- Strong team player that desires working in a fast paced environment
- Ability to demonstrate individual leadership and strategic thinking
- Excellent interpersonal, presentation and communication skills

**PREFERRED QUALIFICATIONS**:

- SAP experience
- Prior experience using Microsoft Excel to perform data analysis and bring recommendations to team and cross-functional partners
- Strong understanding of the supply chain environment in the Consumer Packaged Goods industry
- Ability to grasp privatization, cost/benefits, risk and business impacts

**Aperçu**:
Le spécialiste des opérations service client gère certains composants opérationnels de notre compte grands comptes. Il est aussi responsable de la gestion des commandes, résolutions des problèmes de service et de l’efficacité de la chaîne d’approvisionnement pour ce compte. Son rôle est de travailler en étroite collaboration avec les équipes de vente et de logistique de General Mills ainsi qu’avec les principaux contacts clients pour garantir l’exactitude et la facilité des transactions. Ce poste peut être situé soit dans la région du Grand Toronto ou dans la région de Ville d’Anjou à Montréal.

**Principales responsabilités**:

- Gestion des commandes clients - Agir comme liaison entre les services externes et les clients pour traiter les modifications et les commandes, faire le suivi et programmer les commandes pour respecter les dates de livraisons demandées par le client
- Responsable de la gestion des appels téléphoniques et des courriels clients, des parties prenantes internes et partenaires ainsi que le suivi et résolutions précis des besoins commerciaux
- Collaborer avec l’équipe d’approvisionnement, planification d’approvisionnement, logistique et transport pour influencer et résoudre les problèmes de flux des commandes (camions en retard, temps d’attente, livraisons refusées)
- Gestion manuel des commandes
- Gérer l’exécution de bout en bout des emballages spéciaux (palettes et demi-palettes « DRPs ») avec les partenaires commerciaux et clients
- Assurer une exécution efficace par le client des nouveaux produits ainsi que des discontinués
- Créer et communiquer les rapports IPC (indicateur de performance « KPI ») pour nos partenaires internes et externes
- Enquêter et valider les amendes de service et frais de non-conformités des clients et résoudre les causes
- Du travail de fin de semaines peut être nécessaire pour traiter les commandes et servir les clients durant les périodes clés

**Exigences requises**:

- Baccalauréat dans un domaine relié aux affaires
- Fortes compétences organisationnelles et gestion du temps
- Bilingue français & anglais (lecture, écriture et expression orale)
- Forte connaissance de la Suite Microsoft Office (Excel, PowerPoint, etc.) avec de solides compétences dans Microsoft Excel (Macros, tableaux croisés dynamiques « Pivot Table », RechercheV « VLOOKUP » et filtrage)
- Capacité à gérer simultanément des priorités qui entrent en conflit
- Solides compétences en matière de service à la clientèle et d’établir des relations
- Fort esprit d’équipe qui désire travailler dans un environnement avec un rythme rapide
- Capacité à faire preuve de leadership individuel et de réflexion stratégique
- Excellentes compétences interpersonnelles, de présentation et de communication

**Expérience**
- Expérience SAP
- Expérience préalable de l’utilisation de Microsoft Excel pour effectuer des analyses de données

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