Customer Service Representative

Job Title: Customer Service Representative Location: 25 Rakely Crt, Etobicoke ON M9C 5G2 About Us: Welcome to Lactalis Canada - where we take pride in being recognized as one of 2026 GTA's Top Employers As well as one of Forbes Canada, Top Canadian Employer for 2026 Our journey revolves around enhancing the lives of Canadians through a rich variety of dairy delights, including some of Canadian's favourite dairy brands such as like Black Diamond Cheese, Lactantia Milk, Astro Yogurt, Balderson Cheese, and Cheestrings. In fact, we're proud to say our products grace the shelves of an incredible 94% of Canadian households With a 140-year legacy driven by innovation and unwavering quality, we're seeking like-minded individuals to join us in shaping our next chapter. About the opportunity: The Customer Service Representative serves as the primary customer service contact for nationally based customer accounts and ensures customer expectations are delivered consistently both internally and externally. The attributes we are looking for: Provide customer service to Warehouse, DSD and Distributor customers by receiving and responding/resolving issues, problems and concerns and providing information. Process all incoming orders with respect to all areas of order management by receiving inbound and outbound calls, faxes, email orders, and electronic orders. Analyzing all ordering data based on customer specifications for orders entered manually and/or received electronically ensuring customers' inventory levels are maintained, and all necessary follow-up completed. Manage daily investigations and validation of problems associated with 3rd party logistics providers and provide follow-up for closure to customers. Investigate and validate customer deductions/OS&D's, fill rate fines and determine the appropriate credit/debit transaction for entry into SAP. Analyze customer order patterns to ensure order requirements are met and cost savings are implemented for the warehouse pick/pack/ship process. Manage daily product supply activities through the forecasting and demand planning transactions within SAP to optimize fill rates. Support Sales by analyzing customer issues, providing product summaries and recommend alternative solutions when needed. Liaison with internal departments to execute small project requirements for customers order to cash. Produce metric reports to summarize activity and identify repetitive and key product issues as well as customer scorecards. Manage the quality assurance process for all identified issues by receiving, tracking, and communicating relevant information to all stakeholders. What you will bring: College/University diploma in Business, Marketing, or Logistics and/or 3 - 5 years customer service or sales experience Excellent data entry skills with emphasis on accuracy, attention to detail and proficiency in using the numeric keypad Strong interpersonal, active listening, and communication skills Ability to work in a fast-paced environment High capacity to multi-task with strong organization skills Basic knowledge of standard office computer technology such as Lotus Notes, Microsoft Office products and the Internet. Strong working knowledge of SAP an asset Strong analytical, problem solving, and decision-making skills Able to work in a team environment with a strong sense of urgency and understanding of priorities Team player, understanding the needs, requirements, and priorities of other functional groups Well developed presentation and communication skills High level of patience and courteousness Bilingual an asset (requirement in some cases What Lactalis will offer: Lactalis Canada believes in rewarding its people with the following comprehensive benefits package and perks: A Competitive Base Salary A Performance-Based Bonus System 4 Weeks of Vacation Benefits starting day 1 A Pension Program with an Employer Match at 100% of up to 6% Tuition reimbursement plan of up to $3,000/year A Volunteer Day to give back to your community Learning and Development opportunities A commitment to internal career advancement with potential for international mobility Our ESG commitment: Our ESG (Environmental, Social, and Governance) roadmap drives our sustainability mission. We aim to positively impact communities and the planet by enabling stakeholders including our people, consumers, customers, suppliers, dairy farmers, government, and industry partners to have a positive impact on the wellbeing of our communities and the planet through all that we do. At Lactalis Canada, we value our employees as catalysts for positive change. Together, we will create a sustainable future, promote belonging, and make a lasting impact on the world. Our commitment to DEI: Fuel Our Culture with Your Uniqueness Lactalis thrives on the value each person brings. We're dedicated to amplifying diverse voices, inviting personal and professional growth, and embracing everyone's true selves. We're committed to crafting an environment that genuinely welcomes all, reflecting the richness of our people and communities. We apply an equal access to employment program and invite women, aboriginal people, visible minorities, and people with disabilities to apply. Our promise extends to accessible processes and spaces. If you require accommodation due to a disability (which may be visible or invisible, temporary, or permanent), please inform our Talent Acquisition team - confidentiality will be maintained. Note: Lactalis Canada does not conduct credit or background checks through LinkedIn. If required, we'll contact you after signing a Job Offer. Salary Range: $62,000- $78,100 + Actual pay will depend on your skills, experience, and qualifications. We offer a competitive and fair salary, inclusive of a comprehensive Total Rewards package.