Service Delivery Coordinator

2 weeks ago

Mississauga, Ontario, Canada Cerelia Bakery Canada LP Full time
About the Position
Cerelia Bakery Canada LP is seeking an experienced Customer Service Lead to join our team. The successful candidate will be responsible for delivering excellent customer service, improving processes, and driving success within the team and the organization.
Responsibilities
  • Deliver exceptional customer service to improve satisfaction and relationships.
  • Assist with the execution and transition into EDI, as well as manage daily EDI errors and new implementations.
  • Develop and maintain effective communication strategies and templates for departmental use.
  • Engage with customers and sales representatives to handle pre-sales and post-sales service functions.
  • Work closely with plant production teams to ensure timely delivery of products to customers.
  • Address customer complaints/inquiries via mail or phone in a timely and accurate manner.
  • Maintain a comprehensive understanding of Cerelia Bakery Canada LP products and customers.
  • Improve customer service functions to meet company goals and standards.
  • Develop contingency plans to ensure continuity of customer service process delivery in the event of unplanned absence of team members.
  • Optimize truck quantities and delivery locations based on current orders.
  • Analyze data from Power BI reports and other Analytics Platforms to inform decision-making.
  • Manage the timely sending of invoices to non-EDI customers, maintaining accurate records and following up on outstanding payments.
  • Solve complex pricing issues, pallet configurations, and quickly identify the root cause of an issue.
  • Enter samples correctly, limiting 3PL transfers and cost savings for shipment methods.
  • Track and analyze KPIs to identify areas for improvement and implement changes.
  • Improve efficiency and customer satisfaction through process enhancements.
  • Promote a positive and supportive work environment that encourages team motivation, engagement, and high productivity levels.
  • Adhere to company policies, procedures, and programs (GMP, Quality, Food Safety, and Health & Safety).

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