Call Center

6 months ago

Vaughan, Canada UNFI Canada Full time

**Who are we?**
- **United Natural Foods Inc. (UNFI) Canada is the leading distributor of all natural, organic, and specialty foods We transform the world of food for our associates, customers, and the families we serve everyday Our mission is simple: to provide healthier food choices to people everywhere. Better Food, Better Future**_
- **As part of our Call Center team, you'll help us #MoveFoodForward through administration, data entry, and most importantly, providing exceptional service to our customers**_
- **If YOU are passionate about food and providing exceptional customer service, this opportunity may be right for you. Read on**_

**Position**:Call Center & Data Entry Associate

**Job Type**: Full Time Permanent

**Schedule: Monday-Friday (and Sundays when required) 8:30 am-5:00 pm**

**Location**:Vaughan, Ontario

**Working Conditions: Remote (While considered remote, incumbent will be required to attend in-person meetings in Vaughan when assigned by management)**

**Purpose**:
Provides an excellent customer experience and maintains strong professional relationships with internal and external customers. The incumbent is the primary reference point assisting with multimedia ordering devices and the UNFI Web. Assists customers nationally with order and claims processing, order status, and troubleshooting issues. Participates in sales and other customer communication events. Remains in compliance with established performance metrics that support the desired Customer Experience and assisting in populating data into the Customer Relationship Management (CRM) system. Completes related records, data entry, order processing, reports, and documentation. Aids and assists in the deployment of new tools, system implementation, and upgrades.

**Responsibilities**:

- Assist customers with orders, claims and furnishes information on products.
- Responsible for assisting customers in the call queue.
- Responsible for credit card processing, order acknowledgments, and exception management to prevent order errors.
- Courteously and promptly resolves customer questions and problems or properly refers them to appropriate personnel.
- Assist customers with general UNFI website questions.
- Remain in compliance with established performance metrics that support the optimal UNFI customer experience.
- Provide customers with basic pricing, discounts, billing, and shipping information. Assists with outbound call campaigns provided from Logistics team. Research and resolve problems with orders and claims.
- Populate data and participate in workflow processes within Customer Experience Relationship Management (CRM) or other equivalent system, UNFI business systems and other established department systems.
- Support department leadership with dashboard statistics.
- Completes related records, reports and documentation as assigned.
- Work as assigned on customer surveys, sales for performance incentives (Spifs) and other call campaigns.
- Resolve questions, requests and problems promptly and courteously utilizing the company CRM or other equivalent system for issue tracking and resolution reporting.
- Keep management informed of area activities and of any significant problems.
- Perform other job duties as required.

**Job Requirements**:
**Education/Certification**:

- High School Diploma

**Experience**:

- 2 - 3 years previous Call Center experience or other related business experience
- Experience working in a Customer Service/Support role required

**Knowledge**:

- Willingness to acquire knowledge of company products, sales policies, and procedures

**Skills & Abilities**:

- Excellent communications skills, both verbal and written
- Maintains a sense of professionalism and integrity
- Able to work in a fast paced environment
- Able to work independently as well as part of a team
- Pleasant phone manner
- Flexible with the ability to adjust to change
- Attention to detail
- Ability to multitask to complete projects with multiple deadlines in an accurate and timely manner
- Ability to type 40 wpm+
- Baseline ability to 10-key by touch (industry standard minimum key strokes requirement)

**Reasons to Apply. Reasons to stay at UNFI Canada**:

- Compensation includes a base salary
- Health & Dental Benefits package made available on your 1st day of work
- Paid vacation and sick days
- Employee discount on natural and organic foods
- Registered Retirement Savings Plan (RRSP) with employer-matching contributions available after 6 months of service
- Internal career opportunities
- Friendly and helpful team
- Work remotely from home
- And last, but not least: our culture and our values: we believe in providing better food choices to consumers everywhere. Join us on our mission to provide healthier, organic food choices. #BetterforAll #DeliverTogether

We thank all applicants for expressing their interest, however only those selected will be contacted for an interview.

**Our Commitment**:
**Job Types**: Full-time, Pe

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