Customer Care Generalist - #228012

Welcome to Gordon Food Service! We are excited that you are thinking about opportunities with us, and we have an amazing story to share. Here's a quick glance of who we are and the impact you could have on the food service industry. There's a seat at our table for you...

Position Summary:

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.

Location:

The successful candidate should be able to commute to the Milton DC (Ontario) or the Amherst DC (Nova Scotia).

Shift:

• 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

We thank all applicants for their interest, however only those selected for the next stage will be contacted. Gordon Food Service is an equal opportunity employer who strives to provide an inclusive work environment that involves everyone and embraces the diverse talent of its people. All qualified applicants and employees will receive consideration for employment, or in terms or conditions of employment, without regard to any enumerated or analogous grounds of discrimination, including race, religious beliefs, colour, gender, gender identity, gender expression, physical disability, mental disability, age, ancestry, place of origin, marital status, source of income, family status, sexual orientation or status as a qualified individual with disability.
If you require reasonable accommodation for any part of the application or hiring process due to a disability, please submit your request to [email protected] and use the words “Accommodation Request” in your subject line.