Customer Experience Support Professional

1 month ago

Saskatoon, Canada Imperial Dade Full time

Imperial Dade is the leading distributor of foodservice packaging, facilities maintenance supplies and equipment in the U.S and Canada. As a provider of customized supply chain solutions, the company serves customers in many business-to-business market segments including supermarkets, healthcare facilities, universities, and restaurants. Founded in 1935 and headquartered in New Jersey, Imperial Dade serves more than 80,000 customers through a footprint of 80+ branches.

**Responsibilities**:

- Processes manual and electronic orders; follow up on those orders.
- Ownership of Assigned Accounts.
- Requests credits and enters returns in a timely manner.
- Continuously works to reduce errors and identifies areas for greater efficiency.
- Direct & Indirect PO placement with vendor including obtaining cost components and/or freight. Month end closure/billing with Payables/Accounting.
- Oversees maintenance and follow up on stock, indirect, and direct orders.
- Consistently achieve performance goals as set out by management.
- Provide alternative product solutions or recommendations.
- Liaise with internal teams such as sales, operations, and credit to identify areas for customer experience improvement.- Ensure gaps and opportunities in the customer experience are addressed.
- Escalation of risks wherever business process may fail.
- Takes a proactive problem-solving approach to customer concerns.
- Uses product, market, and fundamental knowledge in combination with Imperial Dade processes and procedures to ensure customer satisfaction.
- Develops solutions for customer independently, with Sales Rep or Manager.
- Coach, train, and mentor other team members.
- Recommends changes in process and procedures based on customer feedback.
- Cross sell, substitute items and the ability to up sell.
- Forecast adjustments, new item creation/codes; enter & update Product Activity Form.
- Facilitate setup of new ship-to locations.
- Calculate turn & earn; facilitate approvals. Calculate pricing & implement to contract.
- Original entry and draw from Bill & Hold agreements.
- Action Proof Of Delivery requests.
- Initiate customer quality claims and process supplier sample requests.
- Customer reporting.
- Prepare quotes for existing items.
- Assist in the depletion of dead & excess (D&E) inventory and manages consignment.
- Demonstrates a willingness to learn and adhere to Imperial Dade’s core values.
- Ability to take on additional responsibilities through team initiatives and special projects assigned by a Team Manager.
- Proven ability to perform duties for multiple segments.
- Responsible for the most profitable, complex, and high-profile customers & accounts.
- Performs other related duties and responsibilities as required or assigned.

Qualifications:

- Customer Service experience 2+ years preferred.
- Industry experience in a business-to-business setting 2-5 years preferred.
- High School diploma/GED required, Associates/Bachelor’s degree preferred.
- Presents a professional & mature image.
- Exceptional customer experience skills and communication skills.
- High level of detail & quality of work output - low error rate.
- Proven ability to excel in a challenging and fast paced environment.
- Proven ability to recognize and resolve issues independently (mínimal supervision).
- Proven ability to consistently achieve performance goals as set out by management.
- Strong time management and organizational skills - speed, flexibility, and agility.
- Demonstrates a collaborative and influential approach when working with others.
- Demonstrated ability to problem solve and see an issue through until the end.
- Demonstrates a willingness to learn and adhere to Imperial Dade’s core values.
- Ability to develop training, coaching, mentoring, and negotiation skills.
- Consistently exhibits high level of motivation, sense of urgency, and exceptional follow-up; Action oriented, displays resilience, and delivers results.
- Strong team player (peers, other departments and teams, management).
- Strong understanding of Imperial Dade products, services, & processes.
- Ability to identify and escalate issues to SSR Team Lead or Management team.
- Contribute to providing a safe work environment.

Working/Other Conditions:

- Hybrid work model.
- Indoor office environment.
- Ability to work in a fast-paced environment.
- Prolong periods of sitting, and computer and phone use.

At Imperial Dade, we offer an exciting environment in which to work, learn, and grow professionally. We are excited to continue to invite talented individuals with a passion for excellence to join our team. As a family-owned and operated company, we value our people and strive to create rewarding career opportunities by offering competitive salaries and benefits, Pension, Life Insurance, and a generous Paid Time Off Package.

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