Customer Service Representative

Campari Group today is a major player in the global branded spirits industry, with a portfolio of over 50 premium and super premium brands, marketed and distributed in over 190 markets around the world, with leading positions in Europe and the Americas.

Headquartered in Milan, Italy, Campari Group owns 25 plants worldwide and has its own distribution network in 26 countries, and employs approximately 4,700 people.

Shares of the parent company Davide Campari - Milano N.V. are listed on the Italian Stock Exchange since 2001. Campari Group is today the sixth-largest player worldwide in the premium spirits industry.

Company: Forty Creek Distillery Ltd. operating as Campari Canada

Job Title: Customer Service Representative

Job Location: Grimsby, ON

Reports to: Customer Service & Logistics Manager

Organizational Layer (global, regional or local): Local

General Description of the Role

The Customer Service Representative is responsible for receiving and processing orders from Liquor Boards across Canada

Key Responsibilities and Activities

Given the nature of the Company's business and the marketplace, the business and/or jobs will evolve and change over time. Accordingly, the Company may add to or remove from the duties and responsibilities set out below as circumstances change. Current duties and responsibilities of the Customer Service Representative include:

Customer Service

• Confers with customers by telephone or e-mail to provide information about products or services, take or enter orders
• Checks to ensure that appropriate changes are made to resolve customers' problems
• Responds to customer requests relating to shipments/purchase orders and product-related documentation
• Refers unresolved customer grievances to designated departments for further investigation
• Contacts customers to respond to inquiries or to notify them of claim investigation results or any planned adjustments
• Coverage for CS & Logistics coordinator as required

Processes

• Receives, processes, and tracks customer orders as required to ensure delivery in keeping with customer's requirements
• Liaise with relevant departments and customers on matters pertaining to adjustments to orders, shipments, stocks, loading status, production schedules, transfer pricing, and purchase order details
• Arranges with carriers to pick up customer orders
• Recommend improvements in processes, products, packaging, shipping, service, or billing methods and procedures to prevent future problems
• Helps develop and maintain KPI reporting

Administration

• Develops and maintains relationships with shipping company representatives
• Keeps records of customer interactions or transactions, recording details of inquiries, complaints, or comments, as well as actions taken
• Liaises with the Marketing and Sales department to coordinate and ensure accurate programming execution
• Works with Global Business Services (GBS) to resolve customer payment issues
• Other duties as assigned

Key Relationships

Internal:

• Canadian Supply Chain Employees
• Canadian Marketing Employees
• Canadian Sales Employees
• Canadian Finance Employees
• Global Supply Chain Employees
• Global Customer Service employees

External: 

• Liquor Control Boards
• Logistic Carriers
• Global Business Services (GBS)

Experience Required

• 2+ years of experience in Customer Service in a Business-to-Business environment
• Previous experience working with Consumer-Packaged Goods/Alcoholic Beverage Industry preferred
• Experience in Order Entry in SAP or similar ERP system

Education / Professional Qualifications

• High School Diploma or GED Equivalent
• Diploma/degree in a similar field is an asset
• Bilingualism is considered an asset

Skills

Functional

• Knowledge of Good Manufacturing Practices (GMP)
• Clear and effective communication skills, both written and verbal
• Ability to work independently and collaboratively within a team
• Multitasking, problem-solving, and meeting expectations
• Accurate and efficient data entry and maintenance
• Strong organizational skills with attention to detail
• Patience and excellent interpersonal skills for working with employees at all levels and departments, locally, regionally, and globally

Technical

• Strong interpersonal skills
• Exceptional attention to detail

Other

• Proficiency in Microsoft Office Suite
• Team-oriented mindset
• Proactive, well-organized, and detail-oriented
• Strong critical thinking and problem-solving abilities
• Strong analytical skills, including quantitative analysis
• Self-motivated with the ability to work independently and with minimal supervision
• Commitment to company goals and values
• Ability to prioritize tasks and balance them with sensitivity to time, resources, and budget
• Customer service and relationship management skills

Our commitment to Diversity & Inclusion:

At Campari Group we believe in building more value together, thus we see diversity in all forms as a source of enrichment. Our employment policies and practices ensure that we are committed to providing equal employment opportunities in all aspects of employment without regard to any individual's race, religion, creed, color, national origin, ancestry, physical disability, mental disability, medical condition, genetic information, marital status, sex, sexual orientation, gender identity or characteristics or expression, political affiliation or activity, age, veteran status, citizenship, or any other characteristic protected by law.

Campari Group believes that fair compensation and equal opportunities are crucial for employees' well-being, empowerment, and engagement.  Our efforts to ensure fair pay have earned us the Fair Pay Certification by Fair Pay Workplace, an independent organization dedicated to dismantling pay disparities based on gender, race and their intersection.

Note to applicants:

Your application will be assessed based on your abilities, expertise, general knowledge and experience, not because of any confidential, proprietary or trade secret information you may possess. You must not disclose to Campari Group any such information. In the event that you are asked a question that cannot be answered without disclosure of any confidential, proprietary or trade secret information (including from a current or prior employer or their vendors or customers), you must decline to answer the question.

Notice to third party agencies:

Please refrain from cold-calling or emailing our executive leadership team or the HR community directly. The Talent Acquisition department manages centralized recruiting operations globally, including the selection and management of external suppliers. Currently, our preferred supplier list is at full capacity. To ensure we have your information on file for future consideration, we kindly request that you complete the online form provided here.