Customer Service Representative

3 weeks ago

Abbotsford, Canada Silver Hills Bakery Full time

Silver Hills started in 1989 with a mission to Empower, Educate, and Inspire People to Live Healthier Lives. We believe investing in your own health is the greatest gift you can give someone because when you are healthy, you will have more to share. Joining our family means being part of a quickly growing community that is truly committed to delivering healthy, great tasting products that are made with care. The Silver Hills team gives you the opportunity to grow and contribute to a healthy and sustainable vision. If you are excited by the idea of sharing your passion for healthy and delicious food with like-minded individuals and bringing great tasting products to consumers across North America and beyond, we want to hear from you

**POSITION**: Customer Service Representative REPORTS TO: Customer Service Team Lead

**LOCATION**: Abbotsford, Hybrid (In-office days Mon, Tues, Weds. Remote Thurs, Fri)

We are looking for a Customer Service Representative to join our Business Development Team Our Customer Service Representative will work with the various internal teams, including sales, production, warehouse, and logistics in order to provide exceptional customer service communication to our external customers as it relates to purchase order entry, fulfillment, and on time delivery. You are our primary point of contact with our customer’s buying team and your ability to ensure they feel like they are being looked after is of upmost importance to the success of our business.

OPPORTUNITIES
In this role, you will manage the receipt of customer POs, check for accuracy and compliance with our internal information and policies, along with proactively provide updates and knowledgeably answer any inquiries regarding these POS that the customer may ask. You must be comfortable working in a fast-paced and constantly evolving environment. At the same time, this allows you to showcase your commitment to details and customer service which is paramount to your success in this role. Also, there will be opportunities to learn new skills and ccontribute to improvements in processes and tools to meet the needs of internal and external customers.

HERE IS WHO YOU ARE
DRIVE & MOTIVATION
- You are passionate about healthy living and values which align with Silver Hills
- You want to join a progressive family-owned company on a mission to build healthier communities
- You enjoy performing tasks that require a lot of organization, accuracy, and detail
- You enjoy helping the team achieve a positive outcome for the customer

CHARACTER & ABILITIES
- You are customer-focused and have strong customer service skills
- You have exemplary organization skills and have a keen eye for detail
- You are a great thinker and quick learner who uses sound, professional judgement with mínimal supervision
- You have the ability to foresee potential issues, problem solve, and focus on developing a solution for the issue at hand
- You are deadline-oriented and can manage quickly changing priorities
- You are able to communicate both written and verbally in a professional, courteous, and confidential manner with all personality types and your ability to make the customer feel like that they are a priority, while being flexible and responsive to both the needs of the customer and the organization
- You have the ability to easily work independently or collaboratively in a team

KNOWLEDGE & SKILLS
- You have strong customer service skills and understand the importance of a positive customer service interaction. Customer requests/complaints can be complex and require superior problem solving, investigative, negotiation and decision-making skills.
- Mindful of cost management while still service focused in decision making
- You have strong computer skills including MS

EXPERIENCE
- You have 2+ years’ experience working in a customer service role and/or related experience preferably with a Consumer Packaged Goods company

NICE-TO-HAVE
- Knowledge of Microsoft Great Plains is valuable
- Experience working in an EDI order entry environment would be preferred

THINGS YOU WILL DO
- Manage the receipt of customer PO’s and confirm receipt of the POs with the customer where required.
- Ensure POs are entered promptly (within 24 hours) and accurately and check for compliance based on order lead times, minimum orders, and pricing. EDI orders as well as orders that are manually entered into GP. If there is inaccuracy on the PO then communicate back to the customer to get the PO revised. Elevate to sales if the customer does not agree and cannot be resolved.
- Work with logistics and warehouse teams to source the information needed to communicate customs documents and any pick up or delivery timeline issues or fulfillment issues to the customer in a timely manner. Ensure back in stock dates are provided.
- Complete customer replenishment templates/scorecards as it relates to shortages and fulfillment rates and in stock dates and attend replenishment meetings

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