Bilingual Customer Success Representative II

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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. CUSTOMERS. PRODUCTS.

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 2’s is the initial point of contact for customers and our sales team, providing support in various aspects or order processing. Customer Success Representative’s II 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 resolution within established guidelines. Works closely with cross functional teams to ensure best-in-class customer experience.

Shift Schedule: Monday-Friday 8 AM-4:30 PM, with willingness to flex work hours based upon customer need, regional location, or Leader direction.

This role requires onsite attendance throughout the training period. After successfully completing training, the position will transition to a hybrid schedule with one day per week at the Dawn Brampton location, plus any additional days needed for training or meetings.

What will you do as a Customer Success Rep 2 at Dawn Foods? 

• Manage assigned accounts through open lines of communication by having regular check-ins, order updates, and driving 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 trouble shoot 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 2 at Dawn Foods? 

Below are the minimum qualifications to be a fit for this job.

• High school diploma/GED required
• A minimum of 3 Years of Customer Service in an office environment assisting customers through issue resolution. Relevant experience in a Supply Chain/Distribution support related role can also be considered.
• Bilingual-Fluency in French required
• Strong Problem-Solving Skills
• Detail Oriented with the ability to multi-task and work independently
• Excellent verbal and written communication skills

Below are the preferred qualifications to be a fit for this job

• Salesforce Experience
• SAP Experience

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. 

• Ability to work in a Professional office environment and effectively work from home.
• Occasionally may be required to lift and/or move up to 25 pounds
• Team members 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 “Apply.” 

About Our Benefits 

Dawn is proud to employ the top talent in the baking industry, and we reward our people with comprehensive health and well-being coverage, competitive compensation packages, and award-winning benefit offerings. Dawn encourages professional growth through tuition assistance and educational programs, and we are always searching for ways to improve our industry-leading services and benefits. We also help protect our Team Members’ future financial health with a generous RRSP matching program that provide additional retirement funds and many tools and resources on financial wellness. The contributions start as early as one month from employment 

Dawn is An Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against on the basis of disability.

Dawn Foods welcomes and encourages applications from people with disabilities. Accommodations are available on request for candidates taking part in all aspects of the selection process

Compensation Range: $48,900 – $ 73,340 with bonus potential 

#LI-JA1 #LI-Hybrid

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An Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, age, sex, national origin, disability, pregnancy, sexual orientation, gender identity/gender expression, citizenship status, military or veteran status, genetic information or any other status or condition that is protected by applicable law.

Requisition ID: 36292

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