Customer Service Representative - Guelph, ON
Job Type: Fulltime, Permanent
Location: Guelph, ON
Would you like to be a part of a revolution in agriculture in Canada? If so, we would love to hear from you!
At GoodLeaf Farms we are a proud Canadian company at the forefront of innovation, striving to grow food security for communities from coast to coast. We are breaking ground in an industry that is quickly proving itself to be sustainable, not only environmentally but economically and socially as well. We are focused on producing ultra-fresh greens, 365 days a year using no harsh chemicals, a carbon footprint that is just half that of a traditional farm and using less than 10% of the water traditionally used, to create a world where plants thrive!
Why work at GoodLeaf Farms?
It is our commitment to provide you with the work environment and tools necessary to be successful in your role. We hope that you will find your work here rewarding, challenging, and meaningful.
You will have the opportunity to take your career to the next level. GoodLeaf is growing and we want you to grow along with us!
We have an entrepreneurial and inclusive spirit with the heart of a start-up.
We foster an environment of cooperation and communication.
We have competitive compensation and benefits
Every day at GoodLeaf Farms we get to help solve the challenge of food security for communities across Canada and do it in innovative ways that inspire healthy lifestyles. We think that's exciting and the best reason of all to join us!
What we are looking for
As a key member of the Customer Supply Chain Team, the Customer Service Representative is the single point of contact for the order-to-delivery process. The CSR manages the customer relationship and works with cross-functional peers to execute the customer order-to-delivery process. Additionally, their responsibilities will include managing customer orders against forecast, troubleshooting and resolving delivery failures, executing against order programs and policy, managing customer penalty deductions through investigation and working with internal stakeholders to correct root cause, supporting production to allocate product, providing daily communication to sales team about fill rate and delivery expectations.
Role & Responsibilities
Summary of Day-in-the-Life:
Key contact for Buyer or Broker for orders, logistics, and inventory flow challenges for all day-to-day activities
Drive the new customer set-up process with the support of the Sales team, engaging all internal stakeholders to set up customers, products, freight requirements, and packaging requirements across the farm network.
Manages customer communication on any issues related to shipments
Collaborates with Transportation to establish new freight lanes/ delivery locations, to meet delivery of products on time and in full to customers
Proactively addresses product shortages with customers and the sales team.
Coordinates sample requests through the order management process.
Manages customer issues, complaints, and rejects.
Collaborates with Farm Planner, Sales, and Marketing team members to work through order to forecast variance.
Facilitate and participate in the weekly SHOP meeting.
Continually look for ways to improve processes aligned with GoodLeaf policies and procedures.
Develops and maintains strong relationships with both internal stakeholders and external customers.
Ad hoc reporting to support processes and process improvements.
Monitoring customer order trends to identify steps to maximize fill rate.
Monitor forecast against farm output and identify extra volume by crop, and opportunities to increase customer orders.
Accountability and strong management of claims related to customer accounts.
Share knowledge with the team and contribute to SOP development and lessons learned.
Qualifications & Educational Requirements
Post-secondary education, with a minimum of three years' experience in customer-focused support roles, preferably in agriculture, horticulture, or food-based operations in Canada
Ability to work weekends, evenings, and early mornings as may be occasionally required.
Excellent ability to develop and maintain internal and external relationships
Strong problem-solving, prioritization, and organization skills with the ability to manage multiple competing tasks
Exceptional time management skills
Strong communication skills - written and verbal
Bilingual English & French preferred
Ability to work through conflict for a win/win outcome
Ability to forge partnerships with other areas to drive performance across business and functional lines
Self-motivated team player - able to be proactive and work with minimal supervision.
System Knowledge: proficient in Microsoft Office, Excel in particular; experience in ITrade, PowerBi, and EDI.