Job Description

Job Type:

Regular

We believe that the best results come from collaboration, the sharing of perspectives, and teamwork.

People are at the heart of everything we do. We believe in collaboration, transparency, accountability, and value creation in all that we accomplish. Our culture is built on mutual support, ownership, and a shared commitment to growing together. Joining the team means evolving in an environment where everyone contributes and takes pride in having a real impact.

The Customer Service Coordinator actively contributes to achieving the objectives of the dynamic and dedicated Customer Service team for the Industrial and Ice Cream category by supporting the management of distribution centre customer requests and their orders. The incumbent is responsible for processing complaint and credit requests, following up on orders for key customers, and coordinating various tasks with Sales and other internal departments. The role requires a solution-oriented mindset, strong autonomy, and excellent work methodology. The incumbent must demonstrate strong analytical skills, be proactive and versatile, and be able to synthesize information with a strong focus on data accuracy.

A collaborative environment where teamwork is encouraged and valued:

• Recognition of years of service for vacation calculation;

• Flexible remote work options;

• Flexible group insurance plan including telemedicine services;

• Employee assistance program;

• Opportunities to invest in yourself (career development, etc.);

• Annual bonus

• Pension plan with company contributions;

• Salary scale 003: $ 61 400 to $76 800 (Base salary will be determined based on your academic background, experience, training, and skills related to the position.)

How you will contribute to collective success

• Researching and gathering information related to complaints, returns, and credits.

• Managing complaints with a focus on data accuracy, rigorous follow-ups, compliance with timelines and service standards with sites; ensuring quality, relevance, and proper escalation of complaint responses to customers.

• Ensuring procedures and work instructions are up to date; drafting key highlights, automating KPIs, monitoring complaints, and producing trend reports. Supporting the quality function, ensuring backup training, and conducting refresher exercises.

• Managing credit processes, return RMAs, price corrections, and rebilling, including monitoring and service standards.

• Processing and following up on orders for key customers, new customers, sample requests, missing products, and product launches.

• Monitoring, analyzing, and resolving various issues related to order processing.

• Managing parameters and monitoring automated (EDI) orders according to timelines and schedules.

• Following up and communicating with team coordinators and internal departments to ensure smooth order processing.

• Validating and allocating inventory stock.

• Analyzing urgent orders and coding missing products.

• Demonstrating the ability to handle multiple tasks simultaneously in a fast-paced and efficient manner.

• Consolidating and simplifying existing processes related to data entry automation (EDI).

• Ensuring the accuracy, precision, and integrity of information required for production, processing, shipping, and receipt of orders, with a strong focus on quality and on-time delivery.

• Taking ownership of daily priorities and demonstrating a value-added, customer-focused approach.

The type of player who fits in well with the team:

• Bachelor’s degree in administration or another relevant field

• Recognized for strong analytical skills and the ability to communicate effectively

• Able to handle multiple tasks simultaneously in a fast and efficient manner

• Minimum of three (3) years of experience in customer service

• Bilingualism required: French and English, spoken and written

A role for those who believe that performance is achieved collectively.

Agropur welcomes people from all backgrounds and origins. We are proud to be an employer with a diverse community and are committed to providing a respectful and inclusive experience for all employees and applicants. We will work with candidates who request accommodation. Please note that an adequate knowledge of French is required for positions in Quebec. Agropur uses artificial intelligence technology to assist our recruiters in screening, assessing, or selecting applicants for this position.

In this text, the use of the masculine gender to designate persons is intended only to lighten the text.