About Us:
Bondi Produce & Specialty Foods is a progressive family-owned and operated food distribution company with a focus on fresh produce and specialty ingredients. We are a recognized brand amongst Toronto’s most distinguished chefs and strive to be a leader in our industry. At Bondi, we are passionate about food, service excellence, and building strong customer relationships while continuously evolving our operations and offerings.
Reports to: Sales Manager
Job Summary:
The Senior Customer Experience Representative (Snr CER) is the go-to person for some of our most valued accounts — a sharp, people-first problem solver who keeps things running smoothly and customers coming back.
You’ll own a portfolio of high-priority managed accounts, sitting at the intersection of Sales and Operations — making sure nothing falls through the cracks and every customer feels like they’re our only customer. The right person thrives under pressure, communicates with clarity, and takes genuine pride in getting it right — every time.
Core Responsibilities:
• Own the relationship for a portfolio of managed accounts — be the person they trust, rely on, and call first.
• Enter and manage orders with precision — accuracy isn’t optional when you’re handling accounts that can’t afford mistakes.
• Stay ahead of the order cycle — coordinate across Sales, Operations, Production, and Logistics so deliveries go out right and on time, every time.
• Listen hard, dig into the real issue, and pull in whoever you need to get it solved — don’t just manage problems, close them.
• Chase down discrepancies, delivery issues, and complaints — follow through until it’s resolved and the customer knows it.
• Keep customers in the loop on availability, inventory constraints, cut off times, and holiday schedules — no surprises, no excuses.
• Keep records tight — accurate customer files, clean communication logs, and documentation that holds up when you’re not in the room.
• Know your accounts inside out — from the indie chef ordering Monday morning to the national chain on a tight buying cycle — and tailor every interaction accordingly.
• Build and improve SOPs that make the team sharper — if something keeps breaking, fix it for good.
• Log interactions and manage accounts in our systems — if it’s not documented, it didn’t happen.
• Spot inefficiencies and speak up — we want someone who makes things better, not just someone who gets through the day.
• Roll up your sleeves when needed — other duties as the business requires.
Requirements and Skills:
• Minimum 3 years of customer service experience; supervisory or account ownership experience preferred.
• Strong written communication skills with high attention to detail.
• Demonstrated problem‑solving skills and ability to manage competing priorities.
• Proficiency in Microsoft Office, with a strong emphasis on Excel; Power BI exposure is an asset.
• Ability to work cross‑functionally and influence outcomes without direct authority.
• Valid driver’s licence and access to a vehicle.
Attributes:
• Previous experience in the hospitality or food industry considered an asset
• Genuine interest in food, restaurants, and specialty products
• Positive, professional demeanor, even in challenging situations
• Highly organized, proactive, and solutions‑focused
What We Offer:
• Competitive base pay based on experience ($60,000-70,000 annual salary)
• A dynamic, collaborative work environment where innovation is encouraged.
• Opportunities for growth and advancement as the company scales.
Senior Customer Experience Representative • Toronto, ON, Canada
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