Customer Service Team Lead

Job Address:
5945 Airport Road Suite 360, Mississauga, Ontario, L4V 1R9

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 35 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 here, and it depends on our people striving for greatness and having the courage and commitment to getting better every day.
As we forge ahead in the transformation of our business, we are coming together as a united North American enterprise, rebuilding our asset base, adding significant new capacity, and focusing on the development of our people. These building blocks are essential to moving forward as a growth-focused, insights-driven, consumer-led company that will celebrate food and the central part that food plays in our life.
Our commitment to our customers is deep and resolute, which is why we have created a new role, based in Toronto, ON, to serve as a single customer point of contact for managing all supply chain activities and logistics processes for our Dollar, Ltd Assortment and Gen Retail Canada business. You’ll spend a significant amount of time partnering with the sales team, and be the principal liaison linking back through our planning and logistics teams as the voice of customer in issue prevention, resolution, and growth programs. This is a nurture, build and design role for a developing leader who brings a laser-like customer focus to their work and is inspired by the opportunity to develop and implement a partnership with our valued customers.
Accountabilities:
Lead and manage the Order to Cash process for the assigned customers.
Support the Sales team in delivering growth targets for the account.
Develop a relationship with customers to elevate their experience with Weston Foods. Build trust in order to have a strong understanding of the assigned customers' needs, behaviors and expectations to provide relevant quantitative and qualitative insights to the business
Deliver Service KPIs (Fill Rate, On Time, and other customer relevant metrics) and drive actions to ensure continuous improvements and the team’s accountability on the metrics.
Where appropriate, develop and lead a strong collaborative agenda with the customer to influence internally and externally and deliver end-to-end efficiencies in the process.
Support all Planning & Logistics initiatives related to maximizing service and minimizing cost
Initiate opportunities for logistics efficiencies for both parties (load utilization, order frequency, order profile, and any special customer requirements). Lead customer logistics negotiations where necessary and validate agreed programs.
Evaluate organizational structure and development opportunities. Ensure the team is set-up to support Weston Foods becoming the premier bakery in North America
Support and collaborate with Warehousing, Transportation, Planning, Sales Strategy, and Sales teams to become the preferred partners with key customers
Builds a competent team by meeting with direct reports & communicating performance expectations, monitoring & appraising performance; coaching, training, & enforcing corporate policies & procedures
Develop and nurture business practices and processes in customer service for sustainable business results, credibility, and integrity for future joint business opportunities
ABOUT YOU:
University degree or relevant College diploma
3+ years of relevant CPG Customer Service, Logistics, or Supply Chain experience
Evidence of experience in developing and managing a collaborative agenda with customers preferred.
Strong analytical skills
Proficient with MS Office Suite
SAP or LX experience (preferred)
Experience or aptitude for digging into data for root causes;
Able to deal with a variety of people & issues effectively;
Can work and perform under pressure;
Can convince and lead without authority;
Can plan and prioritize projects & work of others;
Deals with multiple simultaneous demands;
Can make effective decisions in a fast paced environment;
Attention to detail
Excellent communication skills are required, strategic influencing, proactive, problem solver, negotiation skills, strong team player and team lead, result work oriented, customer and consumer focus.
Strong Business acumen pertaining to Supply Chain and Sales
Ability to travel throughout Canada and the USA
Experience creating new processes and leading efficiency projects preferred

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.

Weston s'engage à promouvoir un environnement de travail avec des valeurs fortes qui favorisent la diversité à travers divers politiques, programmes et activités qui encouragent la sensibilité et les accommodements. Weston offre du travail sans égard à l’ethnie, la couleur de la peau, le sexe, l’origine, la religion, l’âge, le handicap ou l’orientation sexuelle. La diversité est une partie intégrante de notre succès en tant qu’entreprise et nous allons utiliser la diversité comme modèle pour aider à identifier et à développer les meilleurs talents, pour créer des équipes efficaces et pour atteindre une excellence globale. En outre, nous croyons que la conformité aux lois consiste à faire ce qu'il faut. Le respect de la loi fait partie de notre Code de conduite; il renforce ce que nos clients et nos parties prenantes attendent de nous.
Number of openings:
1
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