Position Summary:
The Customer Service Agent is responsible for providing customer service via phone and email. The agent is responsible for handling customer complaints, inquiries and processing transactions. The agent understands their role as a brand ambassador and provides positive brand experiences to all customers.
KEY RESPONSIBILITIES
· Take customer orders (by phone or email) and enter them into WinBSA.
· Invoice orders shipped to customers.
· Manage specific customer needs in collaboration with the Customer Service Coordinator.
· Follow up to ensure that orders are prepared and products are available for next-day shipping.
· At the customer's request and as needed, request COAs (certificates of analysis), product specification sheets, etc. from quality control.
· Ensure that out-of-stock products are kept if requested by the customer and follow up to notify the customer when the product is available again.
· Make the delivery list for our trucks.
· Complete the appropriate form when returning merchandise and submit it to shipping.
· Make inventory corrections.
· Contact customers to report order delays or other specific problems.
· File shipping slips.
· Make credits on customer accounts.
· Notify customers if there are production delays.
· Clerical and administrative support.
· Archiving and organization of customer files.
· Any other tasks related to the position.
Competencies & Qualifications :
· High school diploma or GED is required.
· Minimum of 2-3 years of experience in a similar or related role, ideally in food and/or manufacturing.
· Strong customer service and conflict resolution skills.
· Exceptional conflict resolution, negotiation and objection handling skills.
· Highly flexible, with strong interpersonal skills that allow one to work effectively in a diverse work environment.
· Ability to communicate effectively orally and in writing.
· Able to work well under pressure.
· Strong attention to detail.
· Ability to work with people with sensitivity, tact, diplomacy and professionalism.
· Bilingualism - Fluent in French and English, both written and spoken is an asset
· Good knowledge of common Microsoft Office computer software.
· Knowledge of an ERP or SAP application is an asset.
Job Type: Full-time
Pay: $50,000.00-$55,000.00 per year
Ability to commute/relocate:
- Oakville, ON L6L 6L7: reliably commute or plan to relocate before starting work (required)
Education:
- Secondary School (preferred)
Experience:
- Call center: 1 year (required)
- Customer service: 1 year (required)
Work Location: In person
