Customer Relations Advisor

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 the Supervisor – Customer Relations, the Customer Relations Advisor will serve as the main point of contact for all customers and consumers for the resolution of concerns/inquiries, while being a liaison with other departments. Work with plants to resolve issues in a timely manner and identify to key department stakeholders’ updates to customer portals.

Shift: Monday - Friday, 8:00 am - 4:30 pm (Hybrid - 1 day WFH and 4 days in office on-site)

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

• Respond to and record incoming customer and consumer phone calls, emails and other methods of communication.
• Assess all complaints, inquires, credit requests and non-conformances and require action from the appropriate department for investigation.
• Liaison with other departments in the resolution and closure of customer and consumer complaints
• Main point of contact for all incoming customer requests for documentation such as Maple Lodge Farms Letter of Guarantee, audit certifications and product specifications; escalates to HACCP team if customer is seeking more complex documentation.
• Principal contact and liaison into the Quality Assurance Department for key customers of Maple Lodge Farms, to ensure communication is directed to the appropriate department within Maple Lodge Farms.
• Prepare reports using complaint data for tracking and trending for continuous improvement purposes.
• Ongoing management of online portals that are required by top customers of Maple Lodge Farms, including the uploading of documentation, and maintaining accurate company and contact information.
• Training and Support of new and existing Quality Assurance Portal users
• Back up for R2 and Monthly Management meetings (Distribution Center/Mississauga/Brampton) and HoldCo Meeting
• Back up to Supervisor complaint reports (ex. Daily, Weekly, Monthly)
• Back up for Incidence Reporting Hotline
• 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.
  
  

What You Will Bring

• Minimum three years of experience in a customer service role required;
• General computer skills (e.g., MS Office / Inventory Management systems, Customer Relationship Manager software (ex. D365 Customer Experience Module). Education and Certification Requirements
• Post-Secondary Diploma in a related field required. Competencies
• Builds Networks – Builds strong relationships with peers, partners, and key stakeholders (ex. Internal Sales, Quality Assurance, Logistics.). Cultivating meaningful connections with our Top 10 customers with the introduction of Customer Portal Management.
• Building Trust – Builds strong relationships on a foundation of trust, loyalty and authenticity.
• Driving for Results – Relentlessly pursues quantifiable and measurable results: identifies areas for improvement and executes changes as necessary.
• Communication & Listening – Encourages open and honest communication with the team, communicates messages clearly and concisely and listens attentively to others.
• Initiative – Proactively seeks new opportunities and challenges; takes ownership and accountability for enhancing results or minimizing problems.
• Awareness & Insight – Assesses one’s own abilities, understands how actions impact perceptions and thrives within our culture, climate and organization at all levels.
  
  

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.

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