1425 The Queensway, Etobicoke, Ontario, M8Z 1T3
Job Title: Customer Experience Ops Coordinator
Reports To: Customer Experience Ops Manager
Location: Toronto, ON
Weston Foods is a leading North American bakery company with a specialized focus across all key bakery categories, including breads and rolls, donuts, pies, cakes, alternatives breads, and others. We bake our products in more than 40 facilities across Canada and the USA, conducting our business with integrity, contributing to our communities, and fostering a respectful culture. We are building a culture of success, and it depends on our people striving for greatness and having the courage and commitment to getting better every day.
The Customer Experience Operations Specialist role is a great opportunity for a customer-oriented individual to join a winning team. The individual is the primary point of contact for the customer’s replenishment/operational buyer and is required to exceptionally manage customer expectations regarding service and order fulfillment. You will be responsible for managing the process of order to cash ensuring each order is accurately received, processed, filled, invoiced and delivered. We strive to ensure the perfect order - right product, right quantity, delivered on-time.
Validate & execute orders for quality data including product & customer data, pricing discrepancies, order date alignment for truckload consolidation, ship from and ship to warehouses, carriers, and quantities.
Direct contact to customer replenishment buyer. Establish and maintain a positive relationship in problem resolution. Work with Customer Experience Ops Manager to identify possible improvements to help leverage capabilities.
Links closely with internal cross-functional teams (i.e. Supply Planning, Warehousing, Transportation, Sales teams) to identifying gaps for seamless order execution.
Ongoing reviews with Sales team on upcoming promotions, critical stock issues, cut information on sales orders.
Runs reports to identify incomplete sales orders, required data maintenance, sales volume, on-time adherence, etc.
If applicable, utilizes customer web based information site for order tracking, order receipt, etc.
Proactively solves any problems that may prevent WF from shipping or delivering orders in full and on time.
Work with Third Party Logistics (3PL) warehouse or internal shipping locations to ensure product is ready and with carriers and transportation to arrange freight.
Provide pre and post-sales support; provide knowledgeable answers to questions about products and availability; efficiently and effectively resolve product returns and order status questions
Professionally, proactively and effectively resolve customer complaints on product and service issues by: determining the cause and offering the best solution to resolve the problem; expedite correction or adjustment; follow up to ensure the matter was resolved
Ensure that company policies are adhered to by internal and external customer’s i.e. lead-time policy, minimum order policy.
Other assigned tasks that may include reporting, special projects, continuous improvement projects, process documentation, etc.
Required Skills and Experience:
1-3 years of relevant Sales / Logistics / Supply Chain Planning ideal, CPG experience preferred but not required
Undergraduate degree in Logistics or Business related fields
Strong internal/external customer centric focus
SAP knowledge is a strong asset
Excellent communication and proficiency, both written and verbal skills in English
Strong Microsoft Excel skills
Strong interpersonal skills and leadership ability
Experience handling multiple and changing deadlines, working in a fast-paced environment
Demonstrated ability to work collaboratively with cross-functional teams
Strong planning, project management skills
Positive attitude, highly self-motivated and goal-orientated
Weston is committed to fostering a work environment with strong core values that support diversity through various policies, programs and activities that encourage sensitivity and accommodations. Weston offers employment regardless of race, colour, gender, national origin, religion, age, disability, or sexual orientation. Diversity is integral to our success as an organization and we will use diversity as a model to help identify and develop the best talent, create effective teams, and achieve overall excellence. In addition, we believe that compliance with laws is about doing the right thing. Upholding the law is part of our Code of Conduct – it reinforces what our customers and stakeholders expect of us.
Number of openings:
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