Job Specifications
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Dawn Foods is a global leader in bakery manufacturing and ingredients distribution. As the partner of choice for inspiring bakery success, we help customers grow their business through meaningful partnerships, research-driven insights and innovations, and products and expertise they can depend on. As a family-owned company, our commitments to our people, products, customers, and corporate values, are all part of our recipe for success.
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Why work for Dawn Foods?
PEOPLE. PRODUCTS. CUSTOMERS.
Why should you apply? We invest in you!
Industry-leading health insurance and well-being coverage
Competitive Pay
Generous company retirement benefit contributions
3 Weeks of Vacation to Start
Professional training
professional growth through tuition assistance and educational programs
An opportunity for career advancement, working as part of an empowering workforce
Family-owned business over 100 years in service
Job Purpose And Overview
Bilingual Customer Success Representative II's are the initial point of contact for customers and our sales team, providing support in various aspects of order processing. Customer Success Representative II's primary function is to help ensure operational excellence through extended knowledge, responsibility, and processes. Providing support in resolving complex issues through ownership or leveraging insights and perspectives of our cross-functional teams. Manage customer complaints effectively while maintaining professionalism and finding a resolution within established guidelines. Works closely with cross-functional teams to ensure best-in-class customer experience.
Work Environment: This role is h ybrid, requiring presence at the Brampton facility a minimum of 1 day per week after the training period, and as needed for training, meetings, and vacation backfill purposes.
Shift Schedule: Monday-Friday 8 AM-4:30 PM, with the ability to flex work hours based upon customer needs, regional location, or the leader's direction
What will you do as a Customer Success Rep II at Dawn Foods?
Manage assigned accounts through open lines of communication by having regular check-ins, order updates, and driving the e-commerce platform. Notify customers promptly about shortages or supply delays that impact service, providing specifics about timelines and/or alternate options.
Account ownership of House Accounts, which includes all communication & order management with the customer.
Support and collaborate with peers and Sales during PTO coverage to ensure that essential tasks are completed effectively
Manage Customer Concerns/Credit process, and process return authorizations (customer calls with concerns of quality issues, truck hits a dock, etc.) Coordinate internally that appropriate approvals occur, documenting, and aligning paperwork to ensure alignment prior to issuing credit
Collaborate directly with cross-functional Teams to troubleshoot customer issues and ensure excellent customer service throughout the entire customer journey
Utilize Salesforce to enter Customer Leads and Sample Requests to ensure proper documentation and approvals
Work directly with the Transportation Supervisor/team to update, plan, and revise delivery schedules as necessary, and assist with communication to customers during territory re-alignments
Be a Subject Matter Expert for all Dawn-facilitated platforms.
All other duties and responsibilities as assigned by Customer Success management.
What Does It Take to be a Customer Success Rep II at Dawn Foods?
Below are the minimum qualifications to be a fit for this job.
A high school diploma or GED is required
A minimum of 3 years of customer service experience assisting customers through issues and resolutions in an office environment. Relevant experience in a Supply Chain/Distribution support-related role can also be considered
Bilingual fluency or advanced proficiency in French is required
Strong Problem-Solving Skills
Detail-oriented with the ability to multitask and work independently
Excellent verbal and written communication skills
Preferred Qualifications
SAP Experience
Experience with Customer Relationship Management (CRM) platforms (e.g. Salesforce)
Physical Demands & Work Environment
The physical demands described here are representative of those that must be met by a Team Member to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
The normal work setting for this role is hybrid, with presence in the office and working from home.
Occasionally, may be required to lift and/or move up to 25 pounds
Team member must be able to sit at a desk or walk around a facility throughout the day to support Operations and our Customers
Note: The level of physical effort may vary from site to site and in some cases be greater or lesser than documented here.
If this sounds like the opportunity that you have been looking for, please click "A
About the Company
We believe baking is about more than ingredients. Our passion is partnering with bakers -- understanding their challenges, sparking inspiration, supporting growth, and celebrating their success. From neighborhood bakeries to large-scale operations, we work side by side with bakers every day -- turning ideas into real opportunities and helping write the next chapter in bakery. We are Dawn. Your Partner for Bakery Success.
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