Customer Care Coordinator

The pay range for the role is $45,500 to $75,900 plus bonus, comprehensive benefits, retirement savings plan, paid vacation, and other perks and opportunities.

Position Summary

The Customer Care Coordinator is responsible for providing exceptional service to customers by managing inquiries, resolving issues, coordinating cross-functional support, complaints, and customer requests are handled accurately and efficiently. The role serves as a key liaison between customers and internal departments including Sales, Operations, Quality Assurance, Supply Chain, and Finance.

Key Responsibilities

Customer Support & Relationship Management

• Serve as the primary point of contact for customer inquiries.
• Respond to customer requests in a timely and professional manner.
• Build and maintain positive customer relationships.
• Communicate effectively with customers regarding product availability, and service issues.

Issue Resolution

• Investigate customer complaints and service concerns.
• Coordinate with Quality Assurance, Operations, and other departments to resolve issues.
• Document complaints, corrective actions, and outcomes.

Data Management & Reporting

• Maintain complaint databases and tracking systems.
• Monitor complaint trends and identify recurring issues.
• Prepare periodic reports summarizing:
• Complaint volumes
• Complaint categories
• Response times
• Trending issues
• Corrective actions
• Participate in root cause analysis and continuous improvement initiatives aimed at reducing complaints and improving customer satisfaction.

Cross-Functional Collaboration

• Work closely with Sales, Operations, Logistics, QA, and Finance teams.
• Support customer onboarding and product launches.
• Facilitate communication between customers and internal stakeholders.

Qualifications

Education

• Diploma or Bachelor's degree in Business Administration, Customer Service, Supply Chain, Food Science, or related field.

Experience

• 2–5 years of customer service or customer care experience.
• Experience working in manufacturing, food production, or consumer packaged goods is an asset.
• Experience with ERP systems and Microsoft Office(Excel, Word, Outlook, Power BI an asset) applications.

Skills & Competencies

• Strong communication and interpersonal skills.
• Excellent problem-solving and conflict-resolution abilities.
• Highly organized with strong attention to detail.
• Ability to manage multiple priorities in a fast-paced environment.
• Customer-focused mindset.
• Strong analytical and reporting skills.

Key Performance Indicators

• Customer response time.
• Complaint resolution time.
• Customer satisfaction scores.
• On-time communication and follow-up.
• Customer retention and relationship management.

Gay Lea Foods is a Canadian, dairy farmer owned co operative with a clear purpose: to enrich life with dairy. Founded in 1958, the co operative produces high quality dairy products while creating lasting value for farming families, meaningful opportunities for employees, and positive impact in communities across Canada. As a co operative, Gay Lea Foods believes that when the business succeeds, its members, people, and communities should succeed along with it. To learn more, visit gaylea.com.

Gay Lea Foods is an equal-opportunity employer and values diversity in our workplace.

Reasonable accommodation is available upon request throughout our recruitment and selection process.

Gay Lea Foods may use artificial intelligence (AI) tools to support aspects of the recruitment process, including screening and assessment.

We are currently accepting applications for this open position.

Thank you for your interest in Gay Lea Foods.

Wishing you all the best with your career search!