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**About FE Ingredients**
Founded in 1984, FE Ingredients has grown to become a leader in the bakery ingredient distribution space, specializing in providing top-tier quality, pricing, and service. Our journey has been fueled by a steadfast commitment to excellence and a deep understanding of the needs of the bakery ingredient industry. Today, we stand as a testament to what customer-centric service can achieve.
With decades of industry experience, we are proud to have established ourselves as the largest vendor in Canada for ADM bagged flour and Redpath bagged sugar. We serve a wide array of customers, including industrial bakeries, major food service distributors, and grocery stores across the region.
**Key Responsibilities**:
- **Customer Interaction & Issue Resolution**:
- Handle a personal book of business gaining MoM sales and margin.
- Resolve customer complaints and issues related to orders, shipments, and product quality in a timely and professional manner.
- Maintain a high level of customer satisfaction by providing efficient and empathetic responses to customer concerns.
- **Order Management & Coordination**:
- Process orders, ensure accuracy, and communicate with the warehouse, logistics, and sales teams to ensure timely delivery and fulfillment.
- Process COA requests with speed and accuracy. Address any discrepancies promptly.
- Address any order discrepancies or issues such as damaged goods, delivery delays, or incorrect shipments.
- Ensure customers are informed of any delays or changes in delivery status.
- Ensure that customer 3PL and monthly velocity requests are handled promptly and on schedule.
- **Reporting & Metrics Tracking**:
- Track and report customer service metrics (e.g., response times, resolution times, customer satisfaction scores).
- Analyze customer service trends to identify areas for improvement.
- Generate daily, weekly, and monthly reports on team performance and customer service activities.
- **Cross-Departmental Collaboration**:
- Work closely with the sales, warehouse, and logistics teams to ensure a smooth and efficient order fulfillment process.
- Participate in regular meetings to discuss customer feedback, operational challenges, and process improvements.
**Experience & Skills**:
- **Prior CSR experience**: At least 2-3 years of experience in a B2B customer service role.
- **Customer-Focused**: A proven track record of delivering outstanding customer service and resolving complex issues with empathy and professionalism.
- **Sales-Driven**: Experience in managing or supporting a sales-driven team, with the ability to foster a culture of performance and accountability.
- **Problem-Solving & Critical Thinking**: Strong analytical skills and the ability to think quickly and critically to resolve customer issues or process challenges.
- **Cross-Functional Collaboration**: Experience working with teams in sales, logistics, or other departments to solve problems and enhance the customer experience.
- **Tech-Savvy**: Comfortable working with customer service software, CRM tools, and Microsoft Office Suite (or similar software) for reporting and communication.
**Values & Characteristics**:
- **Customer Experience Champion**: A genuine passion for delivering exceptional customer experiences and a commitment to continuously improving service quality.
- **Leadership by Example**: A hands-on leader who leads with integrity, providing guidance, support, and motivation while encouraging team members to excel.
- **Adaptability & Growth-Oriented**: Flexible and open to change, with a focus on personal and professional growth for both yourself and your team.
- **Results-Driven**: Motivated to meet and exceed performance goals, continuously striving to improve team metrics and customer satisfaction scores.
