Customer Service Manager

Who we are:

The GVF Group of Companies empowers farmers to produce meat, milk, and eggs profitably and sustainably for the advancement of human lives, nutrition and health.

Founded in 1960, Grand Valley Fortifiers specializes in the formulation, manufacture and sale of high quality, leading-edge mineral premixes for swine, dairy, beef and poultry producers. We create opportunities for livestock & poultry farms to be more profitable by providing innovative products, programs and services which lower feeding and livestock producers costs, maximize animal performance, and increase nutritional and commercial value of our customers products; meat, milk and eggs.

Today the GVF Group is comprised of six divisions: Grand Valley Fortifiers, Fortified Nutrition, Farmers Depot, Direct Source Commodities, Valley Feeds and True Foods.

Ours is a family business that cares about its employees and its community. We make sure that all our staff get what the best in class team members deserve: benefits, good wages, and respect. Whether through our charitable work, or our dedication to staff, GVF is committed to living out our principles and values.

Why we have this role:

We’re looking for an exceptional Customer Service Manager to join our dedicated team in Cambridge, Ontario! Your goal will be to ensure our customers have an overall amazing experience and are left feeling positive and completely satisfied with GVF’s products, services and customer service. In this role, you will be responsible for overseeing the daily operations of the Customer Service department in which you will lead, motivate, develop, and manage a team of experts. You will do this while engaging in providing a high level of customer service and support to our customers and prioritizing departmental tasks and quickly responding to escalated issues.

Working with us:

This is a permanent, full-time position based out of our production facility at 486 Main Street, Cambridge, Ontario. GVF’s Order Desk hours are Monday to Friday 8:00am to 5:30pm. As the Customer Service Manager, you will ensure that we have the proper teams and systems in place to properly serve our customers during these core business hours. Your regular working hours for this position will be Monday to Friday 8:30am-5:30pm.

What you’ll do:

• Lead and assist the team in providing a high level of excellent customer service and support to all GVF customers.
• Respond to customer service requests over the phone, text, email and in person.
• Address and resolve any customer service issues and concerns.
• Maintain solid, positive working relationships with GVF customers, key partner feed mills and GVF team members.
• Supervise the day-to-day operations of the Customer Service department ensuring that the team is properly staffed, trained, following SOP’s and ready to respond to customer service requests and issues in a timely manner.
• Maintain a high standard in ensuring the team is completing open orders and returns in a timely manner with a high degree of accuracy.
• Oversee the order process for our partner feed mills.
• Develop and drive accountability of the measurables that align the vision with the daily activities.
• Consistently coach, mentor, and develop the team and nurture an environment where everyone can excel through encouragement and empowerment.
• Make sure all team members are knowledgeable on GVF products and stay up to date with new products, services, and offerings.
• Develop, implement, and maintain effective customer service procedures, policies and standards as required.
• Implement measures and checks to verify orders and reduce order processing errors to avoid costly mistakes.
• Handle any process correction issues with the appropriate action.
• Act as a positive liaison between all locations, divisions, departments and teams, communicating regularly with key members of the team cross-functionally including upper management.
• Be involved with Health & Safety initiatives, processes and compliance and participate on the Health & Safety committee at our Feed Mill.
• Assist with training and implementation for new ERP.

Experience we like:

• Bachelor’s degree in business administration, animal nutrition, agriculture or a relevant field
• 5+ years proven experience in a customer service position with experience directly leading, coaching and mentoring a team
• Experience within the agriculture industry is preferred
• Strong client facing presence with superior interpersonal skills
• Working knowledge of customer service software, databases and tools with experience using Feed Mill Manager and Bestmix being an asset
• Technologically savvy and proficient in Microsoft Office (Outlook, Word, Excel)
• Strong problem-solving and negotiation skills
• Advanced troubleshooting and multi-tasking skills

Why work with us:

• Competitive salary
• Canadian Family Owned and Operated Company
• Extended health and dental benefits
• Paid vacation
• RRSP matching program
• Profit sharing bonus
• Donation matching program
• Store discount at Valley Feeds

How we behave:

• Passion: Serving customers innovatively and well.
• Humble Confidence:Confidently choosing to forgo our status, deploy our resources and use of influence for the good of others before ourselves.
• Integrity:Consistently honest while honouring commitments with our customers, co-workers and suppliers.
• Professional:Committed to excellence in the way we lead, serve and relate.
• Caring:With a servant heart, truly caring for customers and co-workers. Find satisfaction in assisting with others’ challenges and joy in witnessing their success.

All interested applicants are asked to apply with a copy of their resume. We thank all applicants for their interest however, only candidates considered for the position will be contacted for an interview.