Acadian Seaplants Limited Service Excellence Coordinator – Dartmouth Nova Scotia Full Time in Dartmouth, NS

Acadian Seaplants Limited

Branch Dartmouth NS CA

Service Excellence Coordinator – Dartmouth Nova Scotia
Dartmouth, NS

Research billing issues and collaborate with appropriate logistics and/or finance colleagues in the resolution of customer-related issues….

The Role:

The Service Excellence group’s mandate is to assure customer satisfaction, both external and internal.

The Service Excellence Coordinator is primarily responsible for providing service excellence through face-to-face, telephone, electronic and written interactions. The position collaborates in the induction, testing and refining of service standard responsibilities and is motivated to apply continuous improvement.

The Key Responsibilities:

This position will collaborate with the Service Excellence Manager and VPs to identify, define & prioritize service excellence responsibilities and then to set and measure service standards for each.

1. ASL General

  • Strictly adhere to all corporate directives and policies in regard to ethical behavior, virtue and integrity. Show no bias and support all aspects of diversity.
  • Support the company’s vision and policies regarding Health & Safety, Corporate Culture, and Environmental Management by displaying the appropriate behaviors and leadership toward meeting the company’s objectives in these areas.
  • Provide aid to Reception when required as a secondary back up.

2. Customer Satisfaction

  • Respond to customer inquiries with a commitment to defining timelines and conforming to same in the completion of service excellence tasks. Such inquiries will include but not be limited to:
    • Order placement and fulfillment
    • Expediting requests
    • Price inquiries (always seek counsel of the responsible sales person)
    • Error inquiries
  • Provide customers with product and service information on time and to-standard, always engaging with the responsible sales and marketing people who must take a role in the determination as to what is provided.
  • Identify, research, and resolve customer complaints and issues. Follow-up on customer inquiries not immediately resolved. Assure the appropriate, responsible colleague is informed and assigned the same day a complaint or issue arises.
  • When forwarded to the Service Excellence Group, qualify customer calls, address issues or take detailed messages and distribute to appropriate, responsible staff.
  • Research billing issues and collaborate with appropriate logistics and/or finance colleagues in the resolution of customer-related issues.
  • Be a part of the colleague-to-colleague influencer experience by building primary At-Distance relationships with procurement officers, accounts payables, customer service and other positions within best-in-class distribution customer offices. Be prepared and available to participate in Nova Scotia visits and science exchanges with same.
  • Assist (as time permits and assigned) in organizing customer visits, plant tours etc.

3. Planning and Organizing

  • Collaborate with the Service Excellence Manager in developing and using a system to monitor group performance to-standard for prioritized service excellence responsibilities on a daily, weekly and monthly measure.
  • Work with the Service Excellence Manager and sales leadership to coach sales and marketing colleagues in their roles in Service Excellence. Define those responsibilities the Service Excellence group will perform to free up time for sales people to sell. Define what job parts sales and marketing people will perform.
  • Work with the Service Excellence Manager to coach Reception and sales Personnel in message taking and dissemination so that the appropriate sales people receive timely, accurate information.
  • Provide the responsible sales person with confirmation of all orders placed the same day; seek their counsel before entering orders if any uncertainties exist regarding product, price, terms, credit or other details.

4. Information Management

  • Create a structure ensuring each division and their respective team members populate, use and maintain their assigned files in CRM.


  • Has developed and delivered professional verbal and written communication skills in English and Spanish.
  • Post-secondary education; Bachelor of Commerce or equivalent Business, Science or agricultural background would be beneficial.
  • Computer training; proficient at MS Office and other business programs. Can easily use and produce spreadsheets, tables and reports using Microsoft Excel.
  • Previous experience using CRM databases.
  • Experience with SAP Business One would be considered an asset.
  • Is highly organized and has very effective time management skills.

If this job sounds like it was made for you, we’d like to meet you. To further explore this opportunity, just submit your application to [email protected].

We thank all applicants for their interest, however, only those selected for an interview will be contacted. No phone calls please.

About Acadian Seaplants

Established in 1981, Acadian Seaplants has been sustainably harvesting and developing marine-derived products that benefit people, animals and plants in over 80 countries across the world. We operate six production facilities in Atlantic Canada and Europe as well as boast our very own research facility that enables us to continuously innovate and discover new applications for our sustained and renewable resource.

Acadian Seaplants is a multi-cultural, multi-lingual and multi-national company with firm roots in Nova Scotia. We’re a team of smart, motivated, high achievers who believe in our brand, our products and what they can offer. From production, to engineers, to PhD’s to accountants, we are a vertically-integrated, diverse organization that finds a sense of pride from doing the work we love; which is easy to tell from our long-standing track record of achievements.

We truly believe we can create a sustainable world by advancing the science of seaweed.

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Employment Type: Full Time
Location: Dartmouth, NS, CA
Posted on: 2018-05-24
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