Customer Care Representative

2 months ago

Markham, Canada Wholesome Kids Catering Full time

**Position Title**:Customer Care Representative

**Reports To**:Customer Care Manager

**Hours of Work**:8:00 am - 4:00 pm, Monday - Friday

**Who We Are**

Wholesome Kids Catering is a leading catering company with a purpose to Nourish Lives. We provide healthy, delicious, child-friendly meals, and snacks to childcare centres and schools. Our caring, experienced staff are passionate about providing great food and great service to all our customers. Tasty, child-focused menus reflect our successful ‘Eat Grow Thrive’ philosophy, which combines excellent nutrition with flavors and foods children love to nourish their life. Our culture is one where we value trusted partnerships, enable growth and the ability to excel and be fully engaged, value integrity and focus on making an impact on our clients, customers, co-workers, and communities.

Wholesome Kids Catering’s priority for the next five years is top line growth to support the capacity in our new state of the art custom designed facility and overall strategic long-term plans. We have a proven track record in growth, and we want to deliver on a ‘Five Star” Customer Experience to retain our customers and live out our competitive difference of being a Trusted Partner with all our customers. The creation of this new Customer Care position is to drive results through execution of our customer care mandate to serve our customers in a way that is supportive of our brand and culture.

As we nourish children with wholesome food to help them grow and thrive in the GTAA, we would love you to join us and become a part of our dynamic team.

**The Role**

We are looking for a high-performing Customer Care Liaison, an A team player, who plays to win with the best outcome for our customers. You have great problem-solving skills and like to think out of the box to find creative solutions. You are able to work in a fast-paced environment with an amazing group of people. You always care about the quality of your work and act with Integrity by delivering on commitments made. You are curious, investigative, and not satisfied with the status quo, and have the ability to find positive solutions for our customers’ needs. Your focus is on growth, through collaboration and learning for yourself and the company to benefit our customers.

**Success**

**Qualifications**
- College Diploma or University degree, ideally in business administration or similar program.
- Minimum 4-5 years of Customer Care experience
- Minimum 4-5 years of Data Entry experience (combination of 4-5 years Customer Care and Data Entry is acceptable).
- Knowledge of food production, and/or nutrition is a strong asset
- Knowledge of Child Care legislation/licensing is an asset
- Safe Food Handler certificate/knowledge an asset
- Intermediate skill level in Microsoft Office Suite of products - Word, Excel, PDF, Outlook
- Intermediate skill level in CRM (customer database) or ERP system, preferably HubSpot and/or MS Navision.
- Intermediate skill level in Adobe file creation and edits.
- G License and access to a vehicle for daily in field travel
- A clear Vulnerable Sector Check

**Skills, Knowledge and Abilities**
- Strong Customer Centric Focus
- Personable, professional and can interact positively with a diverse group with various levels of responsibility and accountability.
- Strong ability in active listening and problem solving via phone
- Attention to detail and high degree of accuracy in data entry
- Ability to multi-task and motivated by meeting deadlines.
- Self-driven, motivated and results oriented
- Works well independently and in a team
- Strong verbal and written communication in English
- Second language an asset

**Duties and Responsibilities**

**1. CUSTOMER CARE**
- Proactively reaches out to customers to seek out additional information, provide a follow up and/or execute on a desired customer touchpoint.
- Able to assess and understand various situations through asking questions and seeking clarity.
- Listens carefully to our customers and conveys empathy and commitment to a solution or finding a solution.
- Manages customer expectations in a positive manner while resolving roadblocks for an improved customer experience.
- Provides over the phone training (guidance) and/or best practices with customers to deliver a successful food service.
- Creates and/or updates and sends customer communications and notices.
- Supports our customers in the transition to a new menu
- Successfully onboards new temporary customers
- Ability to make a recommendation to the Customer Care Manager where the situation needs additional care and attention.
- Engages and participates in the execution of innovation projects to help improve customer experience.
- Occasionally participates in customers events, presentations and/or customer visits.

**2. ERP & DATA MANAGEMENT**
- Acknowledges receipt of a new Customer Meal Count and Allergen Forms, and makes all required changes to standing orders and sales ord

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