Customer Service Representative

Job Description:
At Arterra Wines Canada, we love inspiring the big and small moments that happen when our products are shared and enjoyed. For us it’s not just about what’s in and on the bottle, it’s what happens in people’s lives when we’re a part of them that keeps us thirsting for more and not resting on our laurels as Canada’s largest and most enjoyed wine company.

We are currently recruiting for an individual looking to start their career in the wine industry and needs an opportunity to get their foot in the door; you are a passionate, dedicated, team player who is self-motivated and goal oriented to fill the position of Customer Service Representative. Our organization has an industry leading leadership team; a collaborative working environment full of determination and success; and a structure which offers best in class training and development to our team members.

The role of the Customer Service Representative is directly responsible for ensuring cases of inventory are delivered to our customers throughout British Columbia in multiple trade channels; prioritization of orders based on delivery schedule is required. This is a fast-paced environment that requires the ability to think quickly, while managing multiple tasks, and ensuring prompt follow up. This position’s objective is to take on a key role managing, selling, and planning for multiple channels primarily independent retailers and On-Premise accounts. In addition, Customer Service Representatives are responsible for handling all inquiries and requests from over 40 internal stakeholders as well as our external stakeholder ContainerWorld, while working cohesively with our Operations Team.

What you will be doing:
- Process daily orders for BC Direct customers- Act as a vast knowledge base for customers and our team’s inquiries with respect to new product launches, VQA availability, product inventory levels, order process systems, pricing, product returns, payment inquiries, and new account set ups- Maintain, update and implement all Order Forms as needed- Provide service, support, and communication to the BC Sales Teams, Management Teams, and customers of multi trade channel groups in regards to daily sales activity and customer satisfaction- Ability to persuade, inspire, and pursue incremental sales opportunities- Cultivate and drive sales within the targeted key strategic initiatives- Maintain professionalism in all aspects of communication with both internal and external customers, informing them when to expect their delivery and if necessary, dealing with any queries, delays, and challenges as required- New customer account setup: requires working with new customers, set up desk, finance, and sales managers to provide details on new customer information prior to order fulfillment- Action form administration: required to field all calls from customers pertaining to order/service failures. Requires knowledge and use of ContainerWorld’s website to input pickup and delivery of product. Follow up and credits are required to ensure resolution to customers’ satisfaction- Ensure accurate transmissions of all orders processing through our X-order system and ContainerWorld’s system and alerting teams as necessary should delays/issues arise in this process

What you bring:

- Grade 12 diploma, with some training/experience with customer service
- Strong wine product knowledge and understanding of BC alcohol beverage industry
- Results oriented, self-motivated, driven and disciplined
- Excellent communication, interpersonal, time management and organizational skills
- Proven problem-solving skills with a demonstrated ability to deal effectively with customers and peers
- Computer literacy, including the ability to create and modify PowerPoint presentations, Word and Excel documents as well as effectively utilize web-based tools and resources
- Genuine interest and passion for the alcohol beverage industry
- Call Center/Customer Service experience an asset
- Liquor industry experience an asset

What we offer:

- Competitive hourly rate
- Training & Development Programs
- An opportunity to learn about the world of wine

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