Customer Service

4 weeks ago


Markham, Canada Zwilling J.A. Henckels Canada Ltd Full time

**About ZWILLING J.A. Henckels**:
For over 285 years, ZWILLING J.A. Henckels has offered premium products that enhance the lives of professional and home chefs worldwide. Since its start as an esteemed cutlery brand, the company has grown to include a coveted collection of cookware, flatware, glassware and kitchen gadgets. The next addition will be kitchen electrics. Tradition, quality, innovation, and craftsmanship are its ingredients for success.

Today, ZWILLING J.A. Henckels is an international industry leader that sells products in 100 countries. Always looking forward, ZWILLING acquired global heritage brands —Staub (France), Demeyere (Belgium), Ballarini (Italy), and MIYABI (Japan)—to give its customers access to the most exceptional kitchen products.

Customer Service Specialist
3 month contract
Position Overview
As our Customer Service Specialist, you will provide service and support for our Retailers. You will be responsible for building strong relationships with our Retail partners, tracking product delivery, responding to routine questions regarding order status and tracking information and working with Internal partners, including our Sales and Warehouse team to resolve customers issues.

Core Competencies
- Customer Focus
- Time Management
- Creative and Innovative Thinking
- Problem Solving
- Accountability and Dependability
- Operating Equipment
- Ethics and Integrity
- Planning and Organizing
- Communication
- Teamwork

Responsibilities (but not limited to)
- Direct, coordinate, and process all sales orders throughout the entire process; analyze all purchase orders to ensure accuracy for terms and pricing, delivery information, vendor compliance, and dates in order to reduce vendor chargeback's; execute order changes, track product delivery, order fill rates, and resolve routing issues; track shipping and delivery activities; and run, analyze, and interpret order management reports.
- Track and maintain orders ensuring accurate and timely delivery of products to accounts. Provide proactive information to stakeholders through reporting and analysis to ensure product flow and issue resolution.
- Drive resolution of account issues through problem solving, escalation, and collaboration with internal and external stakeholders. Ensure proactive relationship management by regular contact and follow up on supply chain challenges.
- Maintain accurate customer and consumer records in database through precise data entry of orders, credits, and replacements.
- Other duties as assigned.

**Competencies**:

- Flexibility - available to work in virtual environment
- Attention to detail
- Analytical/problem solving skills
- Team player
- Time management
- Strong verbal and written communication skills
- Ability to multi-task, prioritize work and hit deadlines

**Qualifications**:

- An exceptional track record in customer service.
- Minimum 2-3 years of experience in a fast-paced contact centre environment.
- College diploma or high school diploma with equivalent work experience.
- An affinity for detail in all duties & responsibilities.
- High level of comfort in Excel and databases.
- Is a team player and comfortable working in a dynamic team environment and independently as needed.
- Experience working in SAP a strong asset.
- Previous experience in the culinary industry a strong asset.

No phone calls or recruiting agencies please.



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