Customer Service Representative

Location : Hybrid / Guelph, ON

Would you like to be a part of a revolution in agriculture in Canada? If so, we would love to hear from you!

At GoodLeaf Farms we are a proud Canadian company at the forefront of innovation, striving to grow food security for communities from coast to coast.

We are breaking ground in an industry that is quickly proving itself to be sustainable, not only environmentally but economically and socially as well.

We are focused on producing ultra-fresh greens, 365 days a year using no harsh chemicals, a carbon footprint that is just half that of a traditional farm and using less than 10% of the water traditionally used, to create a world where plants thrive!

Why work at GoodLeaf Farms?

It is our commitment to provide you with the work environment and tools necessary to be successful in your role. We hope that you will find your work here rewarding, challenging, and meaningful.

• You will have the opportunity to take your career to the next level. GoodLeaf is growing and we want you to grow along with us!
• We have an entrepreneurial and inclusive spirit with the heart of a start-up.
• We foster an environment of cooperation and communication.
• We have competitive compensation and benefits

Every day at GoodLeaf Farms we get to help solve the challenge of food security for communities across Canada and do it in innovative ways that inspire healthy lifestyles.

We think that’s exciting and the best reason of all to join us!

What we are looking for :

As a member of the Customer Supply Chain Team, the incumbent is the single point of contact for the order-to-delivery process.

This manages the customer relationship and works with cross-functional peers to execute the customer order-to-delivery process.

Additional responsibilities include : managing customer orders against forecast, troubleshooting and resolving delivery failures, executing against order programs and policy, managing customer penalty deductions through investigation and working with internal stakeholders to correct root cause, supporting production to allocate product, providing daily communication to sales team about fill rate and delivery expectations.

Responsibilities :

• Manage orders from receipt of customer PO until shipment.
• Review customer POs for accuracy of sku’s, pricing, delivery details, and dates.
• Facilitate the New Customer set-up process with the support of the Sales team, engaging all internal stakeholders to set up customers, products, freight, and packaging requirements across the farm network.
• Guide new customers through the onboarding process, ensuring they have a smooth and positive experience.
• Collaborate with Freight companies and Logistics Manager to establish new freight lanes / delivery locations, to meet delivery of products on time and in full to customers
• Proactively address product shortages with the customers and production teams.
• Coordinate sample requests through the order management process.
• Collaborate with Production Planner, Sales, and Marketing team members to work through order to forecast variance.
• Facilitate and participate in the weekly SHOP meeting.
• Develops and maintains strong relationships with both internal stakeholders and external customers.
• Monitoring customer order trends to identify steps to maximize fill rate.
• Monitor forecast versus farm output and identify extra volume by crop, and opportunities to increase customer orders.
• Accountability and strong management of claims related to customer accounts.
• Share knowledge with the team and contribute to the documentation of BPP (Business Process Procedure).
• All other duties as assigned.

Expectations :

• Work in the office 50-60% of the time per week
• Flexibility to address urgent matters after hours or on weekends.
• Leverage subject matter experts to quickly and efficiently resolve issues

Qualifications :

• Post-secondary education, with a minimum of three years’ experience in customer-focused support roles, preferably in agriculture-, horticulture- or food-based operations in Canada
• Excellent ability to develop and maintain internal and external relationships
• Strong problem-solving, prioritization, and organization skills with the ability to manage multiple competing tasks
• Exceptional time management skills
• Strong communication skills written and verbal
• Bilingual English & French preferred
• Ability to work through conflict for a win / win outcome
• Ability to forge partnerships with other areas to drive performance across business and functional lines
• Self-motivated team player able to be proactive and work with minimal supervision.
• System Knowledge : proficient in Microsoft Office, Excel in particular; experience in ITrade, PowerBI, and EDI

GoodLeaf Farms is an equal opportunity employer and prohibits discrimination and harassment of any kind. All employment decisions at GoodLeaf Farms are based on business needs, job requirements and individual qualifications, without regard to race, colour, age, religion, sex, sexual orientation, gender identity, national origin, or disability status.