Customer Relations Supervisor

Interested in joining Canada’s largest poultry processor? At Maple Lodge Farms, we’re not only passionate about our chickens, but our people, too. We operate to the latest in technological, health and safety, and quality standards. With rapid expansion over the years, and continued innovation and investment in growth, we’re looking for committed, team players to join the Maple Lodge family. As a proudly family-owned Canadian company, we’re passionate about what we do. If you’re a committed team player, we would love to have you as part of our team.

Reporting to Sr. Manager – Animal Welfare and Customer Relations, the Customer Relations Supervisor will be responsible for overseeing the Customer Relations Department while being a liaison with other departments in the resolution of customer and consumer complaints and non-conformances.

Shift: Monday - Friday - 8:00 am - 4:30 pm. (Four (4) days onsite work, one (1) day work from home)

What's in it for you?

• Health benefits and pension plan
• Weekly pay
• Onsite Cafeteria
• Discount at our Chicken Shop
• Opportunities for career advancement
• A culture that values humility, respect for family and hard work
  
  

What You Will Be Doing

• Oversee all complaints, inquires, credit requests and non-conformances from customers and consumers for appropriate reporting, follow-up and closure.
• Review and update internal documents and recommend new procedures related to Customer Service. Ensure documents are comprehensive, accurate and compliant with all other company policies and procedures.
• Develop and implement training for new employees and refresher training for existing employees to achieve superior results in employee performance for both Customer Relations and Reception.
• Develop, conduct, and update annual training for co-manufacturers and other internal departments on MLF’s customer relations portal.
• Propose KPIs and monitor metrics to measure the company’s performance in regard to complaints, consumer feedback, and overall department performance.
• Develop new reports and improve existing reports through collaboration with Data Analyst – Animal Welfare & Customer Relations.
• Primary liaison with other departments in the resolution and closure of customer and consumer complaints.
• Assist with incoming customer and consumer phone calls, emails and other methods of communication.
• Participate and assist with data analysis by producing reports on Power BI and Excel as required.
• Policies, Processes & Procedures a. Adhere/comply with company policies and procedures. b. Follow all relevant departmental policies, processes, standard operating procedures and instructions so that work is carried out in a controlled and consistent manner. c. Assist in the development, implementation and maintenance of improved department specific processes, policies and procedures.
• Promote and comply with all Maple Lodge Farms Health & Safety, Quality Assurance, and Environmental Management policies, procedures and controls to ensure a healthy and safe work environment.
• Comply with Good Manufacturing Practices laid out by the company.
• Actively participate in all internal and external audits.
• Investigate, find root cause, determine corrective action and/or preventative measures and follow up on any deviations noted while performing assigned tasks.
  
  

What You Will Bring

• Minimum three to five years of customer service experience required, including some Supervisory experience.
• Ability to work / excel in a fast-paced environment where attention to detail and effective multi-tasking is essential;
• Advanced computer skills (e.g. MS Office, MS Word, MS Excel, Sharepoint).
• Experience in utilizing Microsoft Power Platform –Power BI required
• Bilingual is an asset, but not a requirement.
• Post Secondary Diploma in a related field required
  
  

Maple Lodge Farms was established in 1955. We are the largest chicken processor in Canada, and we remain family owned. The principles that guided us from our humble beginnings, when Lawrence May sold eggs door-to-door, are the same principles that guide us today: hard work, agricultural wisdom and family values. We are creating a sustainable future by providing healthy, wholesome, best quality chicken products with a focus on the humane treatment of animals, the responsible use of resources and the positive development of our employees and the communities in which we operate.

Please note that any offer of employment will be conditional upon background and reference checks, including a criminal record check.

In accordance with Ontario Human Rights Code, Accessibility for Ontarians with Disabilities Act (AODA) 2003, accommodation will be provided in all parts of the recruitment process. Applicants are required to make their needs known in advance.

We thank all applicants for applying, however, only those chosen will be contacted by our Talent Acquisition Team.