Bilingual National Customer Care Manager - Burlington, Canada - Freshstone Brands Inc.

Freshstone Brands Inc.
Freshstone Brands Inc.
Verified Company
Burlington, Canada

1 month ago

Sophia Lee

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Sophia Lee

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Description
***This is a leadership position within the organization that is accountable for leading, developing, and managing Freshstone Brands' end-to-end order fulfillment processes, capabilities and competencies. Occasional attendance at other manufacturing facilities may be required depending on current and future business needs.

Accountabilities include, but are not limited to:
i) Lead and manage a team of customer care representatives responsible for all aspects of order fulfillment, accounts receivable and deductions management.

ii) Employ strong customer communication skills in order to effectively serve as the first line of communication with customers.

iii) Improve, evolve and refine Freshstone's customer care, accounts receivable, and order fulfillment processes, policies, procedures, reporting, metrics, and scorecards

iv) Enable the achievement of Freshstone's operational and financial goals by creating a customer-centric, customer care and order fulfillment capability which ensures predictable and consistent achievement of all expectations of the customer care function.

v) Interact and work on cross departmental projects to support communication internally on order changes and updates.

vi) Responsible for multiple facilities and product lines

vii) Train customer care teams to ensure they are kept up to date on all aspects of the business

viii) Coordinate and lead special projects and initiatives which support Freshstone in its pursuit of its overall business strategy and performance objectives upon request.


ESSENTIAL FUNCTIONS

Customer Care Management Processes:


  • Manages team of Customer Care Representatives
  • Interact with customers on a daily basis, responding to their questions and guiding them to the appropriate care
  • Receives processes and verifies the accuracy of orders from customers utilizing the organization's internal ERP systems and customer purchase orders.
  • Initiates required action for response to customer care requests for order changes, including the maintenance of order/customer information files and communicates changes to the appropriate personnel/departments.
  • Coordinate the prompt handling of customer care requests including, but not limited to, order entry, pricing, expediting, billing, order maintenance, credit and claims.
  • Handle written correspondence received from and sent to customers in a timely manner.
  • Prepare shipment contact freight forwarder with details
  • Accesses the company's internal systems to obtain and extract order information and provide customer care management with the data for inclusion in various scheduled and special reports
  • Participates and provides expertise as a member of the customer care's departmental team. The team's objectives are develop and recommend changes to existing methods and systems to increase the accuracy, efficiency and responsiveness of the customer care department as a whole.
  • Set and manage reasonable customer satisfaction goals and work with the team to meet them on a consistent basis
  • Works with other internal functions to administer and process customer transactions including Pricing, Production Planning, Sales Management, Supply Chain, Accounts Receivables and Customers.

Business Support

  • Work with the business to ensure accurate and efficient administration of purchase orders using Microsoft Nav
  • Just Foods and purpose built PDP ERP platform
  • Act as Customer Care Champion to ongoing Microsoft Nav
  • Just Foods improvement efforts and projects.


  • Using Microsoft Nav

  • Just Food to maintain customer master files and ensure data integrity. Prepare key source documents with standard references and indexes for scanning / and archiving.
  • Responds to ad hoc requests from the business as required.

People & Organizational Development

  • Ensure appropriate transfer of knowledge to and from colleagues. Acts as a gatekeeper to ensure all policies and processes are adhered to and provide appropriate education on policies, procedures and processes to the business as required.
  • Provide customer care personnel with guidance in handling difficult or complex issues or problems so they can be resolved effectively and efficiently. Provide guidance on how to escalate complaints / disputes within the organization
  • Resolve customer complaints and answer customers' questions regarding organizational policies and procedures
  • Interview, select, coach, train, instruct, manage, and appraise the performance of associated customer care personnel and mentor select staff
  • Develop and maintain constructive and cooperative working relationships with stakeholders
  • Collaborate and communicate knowledge (e.g., market information, customer insights, trends, etc.) across the business.
  • Communicate information to stakeholders using appropriate communication methods
  • Identify opportunities to add value beyond problem resolution to relevant business areas (e.g., sales, marketing, product development, etc.)
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