Provides friendly and efficient customer service, order processing and delivery support to customers of Gordon Food Service via phone, email, sms, chat and internet. Strengthens customer relationships through strong product knowledge and product application, delivery coordination, and error resolution. Promotes and utilizes E-Commerce technologies.
The successful candidate should be able to commute to the Milton DC (Ontario) or the Amherst DC (Nova Scotia).
Tuesday to Saturday - 8 am to 5 pm EST
Sunday to Thursday - 8 am to 5 pm EST
What We Offer
The salary range for this position is $46,000 to $48,000 with a potential 10% bonus
Medical, Dental, Prescription Drug, and EFAP Benefits after 30 days of employment
FULL flex benefits program
Company matching RRSP
Family culture
Advancement opportunities
Profit Sharing
128 year, family owned and operated company history
Duties and Responsibilities
Serves as liaison between the account managers and partners within the customer organization.
Participates as a core member in the new customer implementation process;
Develops and maintains ongoing customer relationships.
Supports and partners within assigned division and customer assignments; Perform effective route management.
Manages customer orders (both stock and nonstock) manually, or via EDI 3rd party ordering systems, or fax and completes timely callbacks/e-mails to discuss edits and confirm complete orders.
Maintain current knowledge of products and system status within divisions and distribution centers to assist District Sales Representatives (DSR) and customers.
Serves as information resource to Account Managers, Logistics, and Sales Support on product related questions regarding inventory levels, excessive punches and general product information.
Mentors new Customer Care Specialist and attends ongoing training sessions.
Arranges exception deliveries in collaboration with Transportation departments, 3rd party order/delivery systems, UPS or any other delivery services aligned with Gordon Food Service
Determine appropriate credits for customers. Assists with Invoice and Credit Memo inquiries as well as processes appropriate credits for customers as needed.
Source product based on customer needs with Stock, Non Stock and EPO items (added).
Creates Business Analytics reporting for customers and DSRs as requested.
Responsible for Recalls Communication Management.
Performs other duties as assigned.
Experience & Competencies
Excellent communication and interpersonal skills to provide an exceptional first impression and comfortable, efficient and reliable customer service, order entry and issue resolution.
Must have excellent written, verbal, organizational and communication skills.
Must have the ability to multitask, prioritize and be able to work independently or within a team environment.
Highly motivated self starter with a focus on details and accuracy in a fast paced environment
Must be a strategic thinker, inquisitive, innovative, and creative in order to build relationships, network, link resources and apply business practices
Must have good customer service and time management skills.
Ability to problem solve and develop solutions on a variety of complex business issues with the ability to balance customer needs within the framework of Gordon Food Service business practices
Ability to demonstrate understanding of Foodservice industry and operations
Ability to adapt to frequent technological and GFS proprietary application changes and program functions
Ability to perform 10-key data entry
Education & Minimum Experience Requirements
High School Diploma (or equivalent) plus 3 or more years of customer service or call centre experience
Degree in Sales, Marketing or related preferred
Customer Care Generalist • Milton, Ontario
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