Customer Service Representative

Job Title: Customer Service Representative

Work schedule: Sunday to Thursday 2:00pm - 10:30pm

Provides Customer Service to all customers or to a specific customer base/territory. In a hands-on manner, assists the outside sales force with sales-related issues and/or inquiries and follows BakeMark's guiding principles of Best Practice process improvements and cultural attitude to meet or exceed objectives. This is accomplished by performing the following principle/essential accountabilities. It is primarily responsible for taking phone orders and maintaining strong relationships with customers, external sales, the purchasing department, and the marketing department while contributing to the company's sales growth.

Responsibilities:

• Make calls to customers to take orders when needed, promote special promotions, monthly promotions, and new products
• Process invoicing. Works with the Customer Service/Office Supervisor to respond to customer issues, e.g. short shipments, rush deliveries, etc.
• Ensure invoicing of representatives' orders and respond to their questions regarding pricing, inventory quantities, etc. Consistently increases personal knowledge of new and existing items, customers, pricing, routing, specials and sales techniques.
• Handle customer-related issues such as delivery errors, billing errors, or other concerns
• Inform the sales representative of any follow-up needed regarding customer requests
• Notify the external sales director of potential new customers by completing the appropriate form
• Inform purchasing of any special requests: new products, discontinued items, or new quantities
• Regularly update customer accounts: identify items not purchased for a while, visit customer websites to suggest new products that meet their needs
• Plan the following week: call list, product suggestions, planning of special promotions
• Maintain a professional relationship with all customers, representatives, and customer service team members
• Communicates in an efficient manner with the operations department / warehouse staff regarding truck routing, delivery schedules and order preparation.
• Assists in coordinating key customer accounts on a daily basis to ensure service levels are maintained at the highest levels.
• Occasionally replace the receptionist, including during lunch hours or vacation periods
• Perform other tasks and responsibilities as assigned

Qualifications and Skills:

• Experience with direct and indirect customer service
• Strong practical knowledge of MS Office Suite (Word, Excel, Outlook)
• Ability to communicate verbally and writing in English
• Experience in the food industry is an asset
• Education level: High school diploma complete
• Years of experience: 0–2 years
• Written language: English: Intermediate
• Spoken language: English: Intermediate
• Employment type: Full-time, Permanent

Benefits:

• Dental insurance
• Extended health insurance
• Life insurance
• Group RRSP (with RRSP match)
• On-site parking