Customer Care Associate

7 days ago

Surrey, Canada Tree of Life Canada Full time

Overview:
**_ Our core purpose is “We are curators of unique brands, bringing elevated food and beverage experiences to Canadians.”_**Primary Responsibilities:
As part of the Customer Care team you will be responsible for assisting customers interested in our products online and over the phone. Answering customer queries, processing their orders and troubleshooting issues. Strong problem solving, communication skills oral and written, and above average customer service skills are required. In this position you will be working closely with a variety of internal and external stakeholders. Resolving issues / concerns as required regarding a wide assortment of concerns. As with all positions at Tree of Life Canada we expect that all actions will be consistent with Tree of Life Canada’s Mission, Vision and Values.

Essential Functions:

- Support and participate in food safety programs including SQF (Safe Quality Food).
- Responsible for reviewing order exception reports and take swift action to resolve issues.
- Managing customer issues and following up in a timely manner.
- Provide service and information to the sales force (i.e. stock status, item details, promotional details, delivery status, etc.).
- Manage EDI orders and exceptions.
- Process of internal sample requests and employee orders.
- Process customer return / credit requests.
- Co-ordinate cancellation and re-bill of orders with errors.
- Handle and track all customer calls / enquiries / complaints.
- Co-ordinate product returns with transport companies.
- Follow-up on daily regarding unshipped order status.
- Cover reception for lunches and vacations in a rotation with your CC team mates.
- Must maintain good attendance, safe work practices and maintain safeguards of confidential company information.
- Other duties and special projects as requested.

Minimum Requirements, Qualifications, Additional Skills, Aptitude:

- Post secondary education is an asset with a minimum of 2 years experience working in a customer service / sales administration environment.
- Excellent interpersonal, written and oral communications skills in English, French an asset.
- Proficiency in MS Office required. SAP and EDI experience an asset.
- Excellent customer service oriented attitude with ability to get along with diverse personalities and communicate effectively with customers and all levels of Tree of Life associates. Must be tactful, mature and flexible with good reasoning abilities and sound judgement.
- Strong work ethic and self-starter, able to effectively manage multiple priorities and adapt to change within a fast-paced business environment.
- High energy level and the ability to establish trust and be decisive but be able to recognize and support the organization’s preferences and priorities.

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