About Us
Pacific Coast Fruit Products (PCFP) is a leading processor and distributor of premium fruit-based ingredients. We partner with global brands and distributors to deliver high-quality, innovative, and sustainable fruit solutions. We’re looking for a Customer Service Representative to join our team to play an integral role in delivering best in class customer experience.
You Live and Model the Organization’s Values
Invest in Relationships- We build trust and collaborate to develop long term partnerships
- You do what’s right for the organization
- You share knowledge freely to ensure organizational strength and sustainability
- You make time to help and develop others
Act with Integrity – We are transparent, honest and ethical in all of our interactions
- You accept that your colleagues deserve your best, always!
- You exercise excellent judgement and take smart risks
- You follow through on commitments and own your results
Excel at Service – We set the standard for delivering exceptional service
- You ensure quality always comes first
- You are easy to do business with
- You consider the customer in discussions and actions
- You respond to customer needs with urgency and diligence
Deliver Excellence- We aspire for Excellence in everything we do
- You drive results by making difficult decisions when needed
- You address the root cause to solve problems
You demonstrate your commitment through defined action
Communication
- Listen well and seek to understand
- Communicate concisely, candidly and respectfully
- You’re an avid contributor to discussions and share ideas and solutions.
Curiosity
- Know your business and our products
- Proactively seek knowledge
- Passionate about continuous improvement
Connection
- Embrace diverse backgrounds and cultures
- Seek out different perspectives and choose the best ideas, wherever you find them
- Center your approach in the well being of colleagues and the sustainability of communities
About the Role
The Inside Sales and Customer Support team members plays a critical role in ensuring Pacific Coast Fruit Products (PCFP) delivers a seamless, positive experience for every customer. Acting as the connective link between customers, Account Managers, Account Directors, and cross-functional teams, the Customer Support Team ensures orders are executed with accuracy, professionalism, and efficiency from purchase order through shipping status.
This role is deeply collaborative by nature. Within the Sales team, the Customer Support Team supports Account Managers and Account Directors by providing timely information, order visibility, and administrative support that allow them to focus on strategic customer growth and relationship building. Cross-departmentally, the Customer Support Team partners with Production, Quality Control, Logistics, Accounting, and Supply Chain to align on requirements and proactively resolve issues before they impact the customer.
The Customer Support Team also has the unique opportunity to develop a broad, detailed understanding of PCFP’s entire customer base—across industries, geographies, and order volumes. From large, strategic accounts to smaller customers with specialized needs, this role provides a holistic view of the business, making the Cusaomter Support Team extremely well-versed in the diverse requirements and expectations that define PCFP’s customer relationships.
By balancing attention to detail with a strong customer-service mindset, the Customer Support Team ensures that internal processes translate into consistent, reliable results externally—building trust and strengthening PCFP’s reputation for quality and service. Ultimately, this role contributes directly to customer satisfaction, retention, and long-term business success by ensuring every customer interaction reflects PCFP’s commitment to excellence.
Key Responsibilities
Customer Order Management
- Accurately process and manage customer purchase orders, ensuring pricing, specifications, and delivery details are correct.
- Monitor the status of orders from entry through shipping, providing timely updates to customers, Account Managers, and Account Directors.
- Track shipping schedules and proactively resolve delays or discrepancies.
- Ensure seamless service and attention to detail for customers of all sizes—from large-scale strategic partners to smaller accounts with unique needs.
- Directly manage a portfolio of local and emerging customers
Account Manager & Account Director Coordination
- Partner closely with Account Managers and Account Directors to manage day-to-day order execution and communication.
- Deliver consistent support across the customer portfolio, reinforcing strong relationships with both major accounts and smaller, emerging customers.
Customer Service Excellence
- Respond promptly and professionally to customer inquiries by phone and email.
- Build positive, trust-based relationships with customer contacts to strengthen confidence in PCFP.
- Address questions, problems, and complaints with a solutions-oriented approach, escalating to managers or commercial leads when necessary.
- Demonstrate adaptability to serve the diverse requirements of PCFP’s customer base, balancing the demands of high-volume customers with the specialized needs of smaller accounts.
Internal Collaboration
- Work cross-functionally with Production, Quality Control, Logistics, Accounting, and Purchasing to ensure smooth order execution.
- Partner with the Operations, Logistics, and Procurement teams to align inventory availability with customer demand and proactively flag risks.
- Act as the link between internal teams and the full customer portfolio, ensuring all customers—big and small—receive reliable, consistent service.
Administrative & Sales Support
- Prepare internal sales documents, reports, quotes, and pricing inquiries.
- Review and approve invoices following standard procedures.
- Maintain accurate customer records and order documentation.
Food Safety Management System Compliance
- Adhere to PCFP’s Food Safety Management System policies and procedures.
- Ensure all order-related activities support the safety, quality, and integrity of PCFP’s food products.
What Success Looks Like in the First 12 Months
- Demonstrates the ability to manage the entire order lifecycle—from purchase order to shipping—with minimal errors and proactive communication.
- Builds strong rapport with customer contacts, becoming a trusted and reliable point of contact for order-related matters.
- Establishes effective working relationships with Production, Logistics, Quality Control, Accounting, and Supply Chain, contributing to smooth operations and fewer escalations.
- Provides consistent, accurate support to Account Managers and Account Directors, ensuring they have the information and visibility needed to manage accounts strategically.
- Becomes highly knowledgeable across PCFP’s full customer base—big and small—understanding their requirements, preferences, and order patterns.
- Anticipates and addresses potential issues before they affect customers, demonstrating resilience and accountability.
Qualifications
- 2–3 years of experience in customer support, order management, or related roles (food, beverage, or manufacturing sector preferred).
- Strong organizational and multitasking skills; proven ability to manage competing priorities in a fast-paced environment.
- Excellent verbal and written communication skills with a professional, customer-focused approach.
- Strong collaboration skills with the ability to work effectively across teams and departments.
- Detail-oriented with a commitment to accuracy in order processing and reporting.
- Proficiency in Microsoft Office (Excel, Outlook, Word); ERP system experience considered an asset.
- Resilient and adaptable, with a positive attitude and solutions-first mindset.
What We Offer
- Opportunity to directly impact the growth of a market-leading fruit products business.
- A collaborative, entrepreneurial culture where your insights are valued.
- Competitive compensation and benefits package.
- Career development opportunities in a growing international business.
Pay: $55,000.00-$65,000.00 per year
Benefits:
- Dental care
- Employee assistance program
- Extended health care
- Life insurance
- On-site parking
- Paid time off
- RRSP match
- Vision care
Work Location: In person
