Customer Experience Representative

6 months ago

Concord, Canada UNFI 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 Customer Experience team, you'll help us #MoveFoodForward through administration, data entry, and most importantly, providing exceptional service to our customers Read on about our CXR opening in Ontario

Position: Customer Experience Representative

**Job Type**: Full Time

Schedule: Sunday - Thursday 8:30 am - 5:00 pm EST

Language Requirements: English

Location: Vaughan, ON

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

Annual Salary: $39,700 - $41,500

Purpose:
The Customer Experience Rep. provides an excellent customer experience and maintains strong professional relationships with internal and external customers. Acts as 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.

Job 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 45 wpm+
- Baseline ability to 10-key by touch (industry standard minimum key strokes requirement)
- Compensation includes a base salary
- Health & Dental Benefits offered on your 1st day
- Work from home
- Paid vacation and sick days
- Registered Retirement Savings Plan (RRSP) with employer-matching contributions offered after 6 months of service
- Employee discount on natural and organic foods
- Friendly and helpful team
- 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

Our Commitment:
About Us:
UNFI is North America’s Premier Food Wholesaler & Distributor. We transform the world of food for our associates, customers, suppliers and the families we serve every day.

With deeper full store selection and compelling brands for every aisle, built on an unmatched heritage in great food and fresh thinking. And smarter food solutions, from fulfillme

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