Customer Service Representative

7 days ago

Vaughan, Canada FE Ingredients Inc. Full time

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.
    • Handle inbound customer inquiries via phone, email, and chat regarding product availability, pricing, shipping, returns, and general inquiries.
    • 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.

  

 

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