Customer Care Specialist - Toronto - ref. r64219315
Job Description:
QA - Customer Care Specialist
We’re a naan traditional company…
Summary
The QA - Customer Care Specialist reports to the QA - Customer Care Program Lead. The Customer Care Specialist, serves as the subject matter expert for customer complaints, inquiries, surveys, questionnaires and product specifications updates/creation.This position will ensure that we always provide our customers with world class support and an exceptional customer experience.
What FGF Offers:
- FGF believes in Home Grown Talent, accelerated career growth with leadership training. Unleashing Your Potential
- Competitive Compensation, Health Benefits, & a generous flexible medical / Health spending account
- RRSP matching program
- Tuition reimbursement
- Discount program that covers almost everything under the sun - Restaurants, gyms, shopping etc.
- Provide Customer Care service support with guidance in handling difficult and complex issues so they can be resolved effectively and efficiently.
- Manage the end to end process from customer/consumer complaints to close out and process corrective action implementation
- Assist and coordinate customer presentations including KPIs and trend reports as well as overall company initiatives
- Submit Finished Good applications for Kosher, Halal, Organic & non-GMO certifications
- Provide ongoing access to customer portals, uploading new and changes to product SKU’s.
- Set priorities, plan workload, meet deadlines and achieve the objectives of the department
- Manage all customer Manufacturing Process sheets for all new and updated changes on product sku’s by customer
- Complete customer surveys and questionnaires on time providing feedback to customer
- Follow up with each facility to ensure that corrective actions have been implemented and responses have been issued and communicated to customers
- Issue and follow up on supplier nonconformance
- analyze and measure KPI’s to determine and improve the effectiveness of all customer and vendor activities
- Ensure customer protocols such as SBUX sensory are fully implemented and communicated to customers on a timely basis.
- Perform other duties assigned by the Customer Care Program Lead as well as Customer Care Director and act as their back up.
Required Experience:
- Post-secondary education in Food Science or Quality Assurance
- Minimum 4 years of Customer Care experience on a fast paced high performance team
- Excellent communication skills (both written and verbal)
- Excellent computer skills (Excel, Word, Outlook)
- Working knowledge of ERP and MRP system
- Bilingual French preferred but not a required
- Presentation skills
- Attention to details
What is the recipe for a great career at FGF?
Working at FGF Brands, there is never a dull moment! As a successful company that is continually growing there is always challenging yet rewarding work to be a part of. We have an entrepreneurial spirit which encourages all our team members to use their own creativity and out of the box thinking to come up with solutions and new ideas.
www.fgfbrands.com/careers
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Disclaimer: The above describes the general responsibilities, required knowledge and skills. Please keep in mind that other duties may be added or this description may be amended at any time.
QA