Company:
The La Rocca tradition of dessert making began 60 years ago in Naples, Italy. Our family’s passion for the art of baking inspired the many original and unique recipes we have today.
In 1986, La Rocca Creative Cakes was established in Canada. Over the last thirty years, we’ve grown to become one of the most respected artisanal dessert manufacturers in North America.

Education:

• Secondary School (preferred

Experience:

• customer service: 1 year (preferred

ROLE PURPOSE:

The Customer Service Representative Supervisor will oversee the daily operations of the customer service team, ensuring efficient and effective service delivery. This role involves leading a team of customer service representatives, providing training and support, and handling escalated customer issues

KEY RESPONSIBILITIES:

• Lead a team of customer service representatives
• Monitor and evaluate team performance, providing feedback and coaching as needed
• Develop and implement customer service policies and procedures
• Conduct regular team meetings to communicate updates and address concerns
• Collaborate with other departments to improve customer service processes
• Handle escalated customer inquiries and complaints, ensuring timely resolution
• Responding to customer inquiries both on the phone and via email; proactive to inbound and outbound customer contacts to solicit orders
• Strong ability to improve customer satisfaction by keeping customers well informed; upsell existing customer base on seasonal offerings, new products, and account-specific promotions
• Manage major customer accounts, providing process, materials and/or product expertise
• Receipt and processing of requests for sales orders, order changes, adjustments, and cancellations
• Be able to work under pressure in a fast paced environment. Additional functions include, but are not limited to, credits, maintaining customer records by updating account information
• Open up new customers by recording new account information, providing Credit Applications
• Recommends potential new products to management by collecting customer information and needs
• Coordinate and record orders between customers, the sales team, and management
• Assisting the team if other CSRs are backlogged, administration, coordinating deliveries, etc
• Work as a team to accomplish related departmental daily and weekly deadlines
• Able to balance the needs of the customer and the management team, in a fast-paced environment with constantly competing deadlines
• Knowledge and Skills:
• 2-4 years of relevant work experience required, preferably in a CPG or food service industry
• Excellent English communication skills required (listening, writing, speaking). Bilingualism is an asset.
• Outstanding interpersonal skills to develop strong professional relationships with customers
• Familiarity with ERP software/EDI implementation; experience with Microsoft NAV / BC365 an asset
• Experience with Google G Suite
• Experience with booking cross border freight
  Job Types: Full-time, Contract
  Contract length: 12 months
  Pay: $50,000.00-$55,000.00 per year

Benefits:

• Dental care
• Disability insurance
• Extended health care
• Life insurance
• On-site parking
• Vision care

Education:

• Secondary School (preferred)

Experience:

• customer service: 1 year (preferred)

Location:

• Richmond Hill, ON (preferred)

Work Location: In perso