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Customer Experience Specialist

2 months ago

Mississauga, Ontario, Canada Arterra Wines Canada Full time

Job Overview:

At Arterra Wines Canada, we are seeking a highly skilled Customer Service Representative to join our team. As a key member of our Ontario Customer Support team, you will be responsible for providing exceptional day-to-day customer service while working closely with our Internal Sales Team.

Key Responsibilities:

  • Act as the primary point of contact for all customers, including internal and external customers, providing timely and efficient communication.
  • Receive and process incoming orders from Ontario Licensee customers in a timely and effective manner.
  • Responsible for daily order entry, ensuring accuracy and meeting MDC requirements.
  • Process orders for multiple divisions of Arterra, coordinating pickups from Consignment as needed.
  • Reconcile Direct Delivery Orders daily to ensure accuracy and identify any errors.
  • Manage stock levels for Domestic and Import, advising on inventory issues as necessary.
  • Collaborate with the Ontario On Premise Manager and Sales Team on customer service issues and initiatives.
  • Report quality concerns from Licensee customers to the Quality Control Manager.
  • Maintain accurate filing for all Licensee customers.
  • Manage the day-to-day operations of the OTC, aligning with and supporting the DC.
  • Support cross-functional objectives and optimize work processes through Standard Operating Procedures, ensuring ISO compliance.
  • Process customer returns in a timely and effective manner.
  • Prepare daily orders and carrier logs.
  • Reconcile monthly imports invoices for accounts receivable.
  • Work closely with MDC Supervisors and Shipping Coordinators.
  • Cross-train to support the Customer Service Team.

Requirements:

  • Minimum 2 years of customer service experience.
  • High school diploma.
  • Proficient in Excel and data processing.
  • Ability to work independently and as part of a team.
  • Multi-tasking and goal-oriented.
  • Aptitude to learn and attention to detail.
  • JDE experience is an asset.

What We Offer:

  • Competitive salary and bonus.
  • Comprehensive benefits and pension plan.
  • Product allowances and safe ride home program.
  • An organization that values corporate social responsibility.
  • Tuition reimbursement program.
  • Training and development programs.
  • An opportunity to learn about the world of wine.