Customer Solutions Agent

2 weeks ago

Montréal, Canada Coca-Cola Canada Bottling Limited Full time

**About This Opportunity**:
As a full-time Bilingual Customer Solutions Agent (CSA), you are the expert in Sales and Service, in our omni-channel contact center environment, to deliver customer needs. The Customer Sales Solutions Centre (CSSC) offers exceptional world class service to customers across Canada. Our Customer Solutions Agents deepen customer relationships and are responsible for assisting existing customers to process their beverage orders, execute an equipment service request, and handle customer service inquiries, while accessing and updating multiple systems. This role is critical in supporting the Coke Canada goal of becoming the world’s best independent bottler. You will succeed if you are customer focused, have a strong ability to find the right solution, motivated to achieve sales and service targets, deeply understand our product, execute accurate processes, and can multitask. We have embarked on a hybrid model. You will be required to work a combination of both in office and at home.

Wage: $24.00/hour

Shift: Available to work various shifts Monday to Friday between 7AM to 8PM (No weekends)

Hybrid Model: Montreal Location - 1 day per month in office

Vacation: 3 weeks’ vacation

**Responsibilities**:

- Successfully sell Coca Cola products to established customers via multiple customer contact channels through up-selling and cross-selling established products and introduction of new brands and packages which results in increased volume and profitability
- Resolve all inbound and outbound support requests per established guidelines
- Identify and act as a company ambassador by offering best sales programs to drive customer value and grow the customer’s beverage business
- Deliver professional account management for designated Coca Cola customers
- Utilize effective communication skills to ensure customer expectations are successfully achieved with all internal/external stakeholders
- Research account call history and use applicable resources/tools to problem-solve and make appropriate decisions to meet customer’s needs and resolve issues
- Escalate customer issues within established guidelines to ensure timely resolution
- Understands performance metrics and improves quality and capabilities to meet and/or exceed goals
- Ensure new/revised processes are understood and immediately applied to customer interactions via Coca Cola tools/resources
- Actively participate and contribute in engagement and team building activities
- Assist with projects per business needs

**Qualifications**:

- High School Diploma or equivalent
- 2 years customer service experience with 1 year sales experience (contact center experience considered a strong asset)
- Proven ability to communicate persuasively, effectively and in a professional manner
- Proven ability to communicate effectively both verbally and in writing
- Demonstrated ability to provide outstanding customer service
- Demonstrated ability to successfully work independently and in a team environment
- Demonstrated ability to problem-solve and provide viable solutions based on customer needs and company objectives
- Strong attention to detail and time management skills
- Demonstrated ability to understand policies/guidelines and use them as intended

**About Us**:
**Proudly Canadian and Independently Owned, we are Coke Canada Bottling**

Coke Canada Bottling is Canada's premier bottling company. We are an independently owned business encompassing over 5,800 associates, more than 50 sales and distribution centres, and five production facilities nationwide.

We have a 120-year heritage of manufacturing, marketing, selling, and distributing the major branded ready-to-drink products Canadians love.

We pride ourselves on building diverse and sustainable relationships with our customers, consumers, stakeholders, and communities through our shared values: lead with an entrepreneurial mindset, collaboration, integrity, accountability, quality and safety.

Our brands include: Coca-Cola®, Diet Coke®, Coca-Cola® Zero Sugar, Sprite®, Fanta®, Barq's®, NESTEA®, POWERADE®, Minute Maid®, DASANI® and vitaminwater®; and our partner brands: Canada Dry®, Monster Energy®, and A&W®.

**Important**:
All offers of employment at Coca-Cola Canada Bottling Limited (“Coke Canada”) are conditional upon a successful background clearance obtained through our contracted third-party vendor. The standard clearance requirements depend on the position and may include some or all of the following: criminal clearance, employment verification, education verification, and driver’s abstract review. In addition, all new employees must be fully vaccinated against COVID-19 and provide Coke Canada with proof of vaccination. Please advise the Talent Acquisition team if you have any questions or concerns in regard to any of the foregoing once you are contacted for further consideration.

CBFLS

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