Bilingual Customer Service Representative Markham, Ontario

Smucker Foods of Canada Corp. is a subsidiary of The J.M. Smucker Company. For more than 115 years, The J.M. Smucker Company has been committed to offering consumers quality products that bring families together to share memorable meals and moments. Today, Smucker is a leading marketer and manufacturer of consumer food and beverage products and pet food and pet snacks in North America with annual net sales of approximtely $8billion. In consumer foods and beverages, its brands include Smucker's®, Folgers®, Jif®, Dunkin’ Donuts®, Crisco®, Pillsbury®, R.W. Knudsen Family®, Hungry Jack®, Café Bustelo®, Martha White®, truRoots® and Sahale Snacks® in the United States, along with Robin Hood®, Five Roses®, Carnation® and Bick's® in Canada. In pet food and pet snacks, its brands include Meow Mix®, Milk‐Bone®, Kibble ‘n Bits®, Natural Balance®, and 9Lives®. The Company remains rooted in the Basic Beliefs of Quality, People, Ethics, Growth and Independence established by its founder and namesake more than a century ago. For more information about the Company, visit www.jmsmucker.com.

POSITION SUMMARY As part of the Order to Cash team in Supply Chain, the Bilingual Customer Service Representative is responsible for managing a set of customer accounts and will work closely with the Senior CSR and Customer Service Team Manager to provide timely and accurate processing of orders and deduction clearance. The incumbent would have daily interaction with customers, brokers, sales, supply chain, distribution and logistics.

ESSENTIAL JOB FUNCTIONS

 Daily management of all assigned orders: monitoring order status, resolving exceptions and interfacing with internal and external clients to meet customer order requests.  Handle inputting orders, making changes and reviewing holds.  Daily decision making relating to specific customer service issues such as order holds, changes, shortages and late deliveries.  Support investigation of over ship/short ship/damage/situations and trade/non‐trade related promotions as a result of deductions taken.  Trade and Non‐Trade Deduction Management.  Validate and clear deductions including Trade deductions clearing, engage customers, brokers and sales where required to resolve discrepancies.  Monitor performance metrics for orders and deductions.  Collect outstanding and unauthorized deductions, including supporting the collection process.  Escalate order, delivery, customer late pick‐ups, inventory and deduction issues to Senior CSR and Team Managers where appropriate.  Process Credit notes related to Inventory returns, shorts, damages and price related discrepancies.  Update pricing as it relates to Credit Notes.  Supply customer specific service reports and analysis as required.  Perform analysis on target customers to improve customer performance metrics (invoice accuracy, on‐time delivery and case fill rates).  Work on special projects as required.

QUALIFICATIONS  University degree  Must be bilingual, French and English  1–2 years customer service experience  Excellent verbal and written communication skills  Excellent organizational and time management skills  Good problem solving skills and ability to resolve issues, fix root cause  Proven ability to manage multiple priorities and adapt to changing needs of the business  Strong team player with good interpersonal skills and a desire to work in a team environment  Must be positive, passionate and willing to make a difference  Oracle experience an asset  Good Computer skills (MS Office)

BENEFITS OF A CAREER AT SMUCKER

Smucker provides benefit programs that support the long‐term health and wellbeing of our employees and their families. Including  Health care – including prescription drug coverage  Dental Care  Disability Benefits  Life Insurance  Defined Contribution Pension Plan  Group RRSP  Holiday Bonus of 2% of your base pay  Tuition reimbursement

Smucker Foods of Canada Corp. values diversity in the workplace.

We encourage all qualified candidates to apply, however only those invited for an interview will be contacted.

If this position is of interest, please forward a copy of your resume to [email protected]

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Visit: Bilingual Customer Service Representative Application