Customer Experience Representative

3 weeks ago

Richmond, Canada UNFI Full time

**Who are we?**

**_UNFI Canada is the leading distributor of natural, organic, and specialty foods We transform the world of food for our associates, customers, and the families we serve everyday Our mission is to provide healthier food choices to people everywhere. Better Food, Better Future_**

**_As part of our Customer Experience team, you'll get to help #MoveFoodForward through administration, data entry, and most importantly, providing exceptional service to our customers Read on to learn more_**

**Position**:Customer Experience Representative

**Job Type: Full Time 4 Month Contract. (**_Note the contract role does NOT include benefits)_**

**Schedule**:Monday-Friday 8:30 am-5:00 pm PST

**Location**:Richmond, B.C.

**Working Conditions**:Remote (while role is classified as remote, person must be able to attend on-site meetings and company events when assigned by direct manager)**

**Purpose**:
Responsible for providing excellent customer care and maintaining strong professional customer relationships via the phone and other methods. Assist customers with new orders, advise status of orders, and provide information on new products. Communicate changes in customer delivery schedules and routing, including order deadline and delivery status.

Courteously and promptly resolves customer questions and problems or properly refers them to appropriate personnel. Remain in compliance with established performance metrics that support the desired Customer Experience and assisting in populating data into the Customer Care Relationship Management (CRM). Complete related records, reports, and documentation.

**Responsibilities**:

- Establishes and maintains professional working relations with customers, coworkers, and other key stakeholders
- Processes orders for order deadline, including data entry and remain available in the call queue to answer inbound calls
- Works occasional overtime as required to meet deadlines communicating late route calls, product recalls, and other call campaigns
- Responsible for call card processing and ensuring that account minimums are met and possible duplicate orders are addressed.
- Answers questions, requests, and problems promptly and courteously, utilizing the Company CRM tool for issue tracking and resolution reporting
- Review customer order deadline and deliveries to provide customer updates with current ETA’s
- Provides superior customer care to support the Company desired customer experience
- Coordinates with the Accounting department regarding customer credit status
- Keeps management informed of area activities and of any significant problems
- Performs other job duties as required

**Job Requirements**:
**Education/ Certifications: (Required & Preferred)**
- High School Diploma

**Experience**:

- 1-2 years customer service experience or other related business experience
- Call Center experience preferred

**Knowledge**:

- Willingness to acquire knowledge of company products and sales policies and procedures
- Proficient in Microsoft Applications including Excel, Word and Outlook
- System Implementation preferred

**Skills & Abilities**:

- Excellent communications skills, both verbal and written
- 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)
- Our Culture and our Values: We believe in #FuelingtheFuture and #FeedingthePlanet. We deliver together to provide **#BetterFood for a #BetterFuture **and win big
- Discounts on Organic Food
- Work remotely from home
- Friendly and helpful team

**Our Commitment**:

- #LI-REMOTE_

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