WORKING AT BROWNE
OUR PRODUCTS
Browne designs and distributes kitchenware products for commercial and at home use. As one of the founders in the kitchenware industry in Canada, Browne has built a reputation as a result-oriented, value-added distributor in the consumer and foodservice industries. For over 75 years we have been committed to innovation in design, quality, value and customer service.
OUR PEOPLE
Our team of over 70 employees in Canada and the US are at the heart of our business with an extensive rep network throughout the industry. We are a diverse group of professionals with a wide range of knowledge, all connected by the same purpose to make innovative, high-quality products that enhance cooking and dining experiences. We believe in the power of connecting people through cooking, entertaining and sharing through our products.
OUR BUSINESS
We have in-house teams in product design, marketing, operations, retail and food service sales, supply chain, customer service, finance, IT, and HR. We support dealers, retailers, distributors, and restaurants across North America and internationally.
JOB DESCRIPTION
Job Title: Customer Service Representative (Aurora)
Reports to: Customer Service Manager
Date: October 2024
Job Summary:
This role provides customer service to B2B and B2C customers in Canada/US/internationally providing information on products, pricing, order entry, order status, shipping arrangements and warranty inquiries through an ERP system. This position is part of a Customer Service team of 8 members and is a full time in-office role working in our Head Office location in Aurora. This role has heavy systems and email component and is not a high call volume call center environment.
Duties and responsibilities:
· Enter daily orders from customers either through manual or EDI (electronic data interface) across a large product offering
· Work with a ticketing system to track customer orders and inquiries (Zendesk)
· Enter sample requests from customers to warehouses
· Respond to customer inquiries timely resolving product or service problems via email or phone
· Check daily open order and back-order reports to ensure products are being shipped
· Work with Manager for order availability/out-of-stock/shipping or other questions
· Work with internal systems for order processing to 2 warehouses
· Work with a new ERP system (Microsoft Business Central)
· Liaise internally with sales employees as needed for customer order questions
· Process warranty and defective product claims
· Understand all pricing processes working with Finance to release orders if on credit hold
· Escalate customer concerns when needed
· Assist other team members with daily distribution of work and for coverage
Qualifications
· Post-secondary education preferred
· 3 years of similar office customer service or inside sales experience supporting order entry and a variety of in-office customer support functions with a heavy systems interface
· Excellent written and oral communication skills to write clear emails to customers throughout North America and to respond to phone inquiries – most customer inquiries are by email
· Strong Microsoft computer skills and ability to quickly learn in-house systems
· Attention to detail is critical for inputting numerical accuracy for order processing
· Experience working in a team environment, demonstrating flexibility, adaptability and working in a high-volume, fast-paced environment
· Strong problem-solving skills to understand processes where customers may be experiencing issues and how to resolve issues internally
· Any additional language skills are preferred but not necessary
For more information about Browne Group Inc., please visit: www.browneco.com
We thank all applicants for their interest; however only those who best meet the qualifications and our expectations for this role will be contacted. No solicitation of agency services, please.
Browne is an equal opportunity employer, welcomes diversity, and encourages all qualified applicants interested in joining the team to submit their resume and portfolio. We are pleased to accommodate individual needs of job applicants throughout the recruitment and selection process in accordance with the Ontario Human Rights Code and the Accessibility of Ontarians with Disabilities Act, 2005 (AODA). If you require accommodation at any time throughout the recruitment process, please notify us.
Job Types: Full-time, Permanent
Pay: $45,000.00-$50,000.00 per year
Additional pay:

• Bonus pay

Benefits:

• Casual dress
• Company events
• Dental care
• Extended health care
• Flexible schedule
• Life insurance
• On-site parking
• Paid time off
• Store discount
• Vision care

Schedule:

• 8 hour shift
• Day shift
• Monday to Friday

Ability to commute/relocate:

• Aurora, ON L4G 3X8: reliably commute or be willing to relocate with an employer-provided relocation package (required)

Application question(s):

• Do you have a reliable vehicle to commute to the address indicated on this job posting?
• From where and how long is your commute?
• What is your availability to start a new job?
• What is your salary expectation?
• Rate your level on Microsoft Excel from 1-10.
• What ERP systems do you have experience working on?

Experience:

• Customer service: 3 years (required)

Work Location: In person