Customer Service Representative

Bondi Produce & Specialty Foods is a progressive, family-owned and operated food distribution company with a focus on fresh produce and specialty ingredients. We are a recognized brand amongst Toronto’s most distinguished chefs and strive to be a leader in our industry. We are passionate about food and committed to being on the cutting edge of what’s next in food distribution. We are looking for smart, energetic, and curious thinkers who are eager to take on new challenges and help fulfill our customer promise of “making it happen” for chefs and restauranteurs across the province.

**Position Summary**

The Customer Service Representative (CSR) engages new and existing customers by answering product and service questions, coordinates and oversees problem resolution, and suggests information about other products and services. The CSR processes orders, journals issues and customer notes, conducts follow up and ensures customer satisfaction.

The CSR will resolve product or service problems by clarifying the customer complaint, determining the cause of the problem, selecting and explaining the best solution to solve the problem, expediting correction or adjustment, and following up to ensure resolution.

The best CSRs are genuinely excited to help customers. They are patient, empathetic, and passionately communicative. They love to talk to people. CSRs can put themselves in their customers’ shoes and advocate for them when necessary. Problem solving also comes naturally to CSRs, and they are confident at troubleshooting and are able to investigate customer complaints if there is not enough information to resolve immediately.

This role will also work closely with our operations team across two shifts and act as a bridge between both shifts. Ensuring that any issues or loose ends that have developed during the day are effectively communicated and proactively handled to set our evening team up for success.

**Essential Job Functions**
- Take incoming orders and generate sales leads by recommending new products or logical replacements.
- Monitor the Bondi Zendesk Support platform and respond to inquiries in a timely manner.
- Support the sales team by assisting with day-to-day needs of customers. This may include order entry, providing delivery ETAs, customer training, credit request investigation and more.
- Identify and assess customers’ needs to achieve satisfaction, including the ability to work with other departments in pursuit of problem resolution.
- Make recommendations to supervisors of ongoing common customer issues.
- Engage customers of upcoming holidays, order cut off times, and proper ordering procedures and to ensure they place their orders accordingly. Become an expert with respect to all Bondi customer policies.
- Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure complete resolution. Keep digital records of customer interactions and process customer accounts using the provided technology.
- Develop a deep understanding of Bondi's customer profiles - from small mom-and-pop operators to celebrity chefs - and how each profile's expectations and communication styles vary.
- Create standard operating procedures.
- Other duties as assigned.

**Physical Requirements**
- Must be able to work in a cold environment.
- Must be able to climb, jump, and walk up/down stairs.
- Steel toe (CSA approved) footwear is required at all times in the warehouse.

**Qualifications**
- Minimum 2 years of customer service or support experience.
- Previous experience in the hospitality industry is a plus.
- Experience with the Zendesk platform is a plus.
- A true love for food, restaurants, and a desire to learn about Bondi's whole product catalog.
- Excellent communication skills. Specifically written.
- Proficient in MS Office.
- Resourceful with killer problem solving skills.
- Attention to detail.
- Enthusiastic and positive. Even in uncomfortable situations.

**Job Types**: Full-time, Permanent

**Salary**: $45,000.00-$50,000.00 per year

**Benefits**:

- Dental care
- Extended health care
- On-site parking
- Vision care

Schedule:

- Day shift

Application question(s):

- Are you comfortable working 5 days a week, including the potential for weekends depending on business needs?

**Experience**:

- Customer service or support: 2 years (preferred)

Work Location: One location