Job title: Bilingual (FR/ENG) Commercial customer service representative - Food distribution
Location: 2177 Fernand-lafontaine Blvd, Longueuil QC J4G 2V2 (hybrid)
About Us:
Welcome to Lactalis Canada – where we take pride in being recognized as one of Forbes' 2022 top employers! 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 is the primary customer service contact for customer accounts (e.g. Sobeys, Costco, Walmart, Metro...) on a national scale and ensures that customer expectations are consistently met both internally and externally.
The attributes we are looking for:
- Provide customer service to Warehouse, Direct Store Delivery and Distributor customers by receiving and resolving issues and concerns and providing information.
- Process all incoming orders in all aspects of order management by handling incoming and outgoing calls, faxes and electronic orders, analyzing data and entering orders manually or electronically to ensure customer inventory levels are maintained.
- Manage the daily investigation and validation of issues with Lactalis' third-party logistics service providers, and follow up to close the loop with customers.
- Review and validate customer deductions and variances, calculate fine rates and determine the appropriate credit or debit transaction to enter into SAP.
- Analyze customer ordering patterns to ensure order requirements are met and efficiencies are implemented for the warehouse pick, pack and ship process.
- Manage daily product supply activities through demand forecasting and planning operations in SAP to optimize fill rates.
- Support sales by analyzing customer issues, providing product summaries and recommending alternative solutions, as required.
- Liaise with internal departments to meet the needs of small customer projects (order processing).
- Produce data analysis to summarize activities and target key recurring product issues and customer scorecards.
- Manage the quality assurance process for all issues identified by receiving, tracking and communicating relevant information to all stakeholders.
What you will bring
- College degree in business, marketing or logistics and/or other relevant field;
- 3 to 5 years experience in customer service or sales;
- Experience with an order processing system (EDI);
- Solid working knowledge of SAP;
- Experience in CPG (large consumer packaged goods company);
- Excellent data entry skills, with an emphasis on accuracy and numeric keyboarding;
- Strong interpersonal, communication and active listening skills;
- Strong multi-tasking and organizational skills.
- Analytical, problem-solving and decision-making skills;
- Ability to work as part of a team, with a strong sense of urgency and understanding of priorities;
- Team spirit and ability to understand the needs, requirements and priorities of other functional groups;
- Strong presentation and communication skills;
- Great patience and courtesy;
- Bilingualism essential as many of your customers will be based in Western Canada and Quebec.
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.
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.
