Customer Support Representative- 6 Months Contract

**Company** Cerelia North America (US / Canada)

**Ownership** Cerelia Group, Paris, France (Europe)
**Associates** 700 in North America / 2,000 worldwide
**Year Founded** 1974
**Company Locations** Headquarters: Toronto, Canada

Toronto (Canada); Columbus, OH, Atlanta, GA & Greenville, SC (USA)
**Company Overview**
Cerelia North America is headquartered in Toronto, Ontario (Canada), which was incorporated in 1983. Celeria’s key businesses are food manufacturing of cookies, rolled dough and pancakes/waffles for retail, food services and national brands. Cerelia North America employs approximately 700 associates.

The activities of Cerelia North America are split over 4 different locations:

- Toronto, Ontario (CA): 2 factories and 1 distribution Center (cookies)
- Columbus, Ohio (USA): 1 factory (cookies & rolled dough)
- Atlanta, Georgia (USA): 1 distribution center (rolled dough & pancakes)
- Greenville, South Carolina (USA): 1 factory (pancakes & waffles)

Cerelia Group currently operates 12 production plants globally with approximately 2,000 associates throughout Europe, North America, and Asia. Products are sold in 22 countries with current sales of ~$550 million Euros (CA$800 million). Cerelia’s business model is the combination of quality, innovation, and cost efficiency. In 2020, Cerelia invested more than CA$60M in new factories and production lines in North America.

At the core of Cerelia’s strategy, our corporate responsibility focus points include the reduction of our environmental footprint, a responsible sourcing policy, the improvement of the nutritional profile of our products, and finally the development & engagement of our associates. Visit our annual report here

Cerelia’s associates demonstrate every day the following core values:

- Entrepreneurial Spirt: “Every day is an opportunity”
- Together with Cerelia: “Building our success together”
- Commitment: “Positive energy in everything we do”
**Company Offering**
Our ambition is to become the world leading partner for dough solutions, empowering consumers to create happy home-baking moments.

Cerelia offers a wide range of baked cookies, cookie dough, pizza dough, pie crust, puff pastry, pancakes, frozen waffles and breakfast sandwiches; commercialized under our clients’ brands, both retailers, food services and industrial companies, as well as under its own brands: English Bay Bakery, Wewalka, and Pop Bakery.
**Company Strategy**
Cerelia North America’s strategy is articulated around 4 axes, aiming to improving its performance and seizing future growth opportunities, while embracing the company’s heritage and distinctive strengths:

- Create a solid base: doing well what we do today, increase customer satisfaction and profitability
- Drive innovation around our 3 product platforms: cookies, rolled dough and pancakes / waffles
- Enhance our capabilities & talent: implementing new systems, developing a broader industrial footprint, and investing in our talent
- Accelerate growth, through organic growth, strategic partnerships, and acquisitions

In 2020, we reset and refocused the business around the Toronto facilities for cookies, while adding Wewalka US, a rolled dough company with an excellent reputation and distribution across the US retailers, to our portfolio.

In March 2021, US Waffle, leader in pancakes & waffles joined the Cerelia family; in June 2021, we will open a new, state-of-the art, 170,000 sq. ft. factory in Columbus, Ohio.

Cerelia continues to strengthen the relationship with its strategic customers across multiple distribution channels: food service, in store bakeries, retailers, clubs, convenience stores, and industrial partners.
**Primary Responsibilities**

The Customer Service Representative is responsible for providing and maintaining excellent customer support to ensure the delivery of high quality service to Cérélia Bakery Canada LP customers, sales team and plant operations.

**Essential Job Duties**:

- Provide outstanding customer service to improve customer satisfaction and relationship.
- Interface with customers and sales representatives to handle both pre-sales and post-sales service functions
- Enters orders into ERP or process new orders from any incoming order method

Monitor orders with plant production teams and ensure that all products are delivered on time. Handle and resolve customer complaints/inquiries via mail or phone in a timely and accurate manner
- Troubleshooting and decision-making responsibilities related to customer service and work flow with the shipping department
- Compile and monitor product orders to ensure on-time receipt and delivery
- Handle incoming phone calls, greet visitors and coordinate relationships with outside customers and business associates with all plant personnel
- Alert customers and plant personnel on shipping issues in advance
- Maintain competent understanding of Cérélia Bakery Canada LP products and customers
- Coordinate, analyz