Trophy Foods is Canada's leading supplier of high-quality edible nuts, dried fruit and confectionery products. We pride ourselves on providing the highest quality products, at the best value, through our direct channel of global grower relationships.
Trophy Foods Inc. is Canadian owned and operated with over 40 years of experience in serving our customers. We produce edible nuts, dried fruits, confectionery and bulk foods under our Trophy brand. We also work with grocery retailers, mass merchandisers, drug channel, and food service customers across the country to create and produce a wide variety of private label branded products.
Overview: The Customer Service Representative works closely with Trophy and Sun Tree’s retail customers by providing responsive information and quality service. The CSR works in collaboration with Sales, Operations, Supply Chain, QA, as well as Finance.
Key responsibilities include, but are not limited to:
· Receive and handle customers’ calls/emails promptly and professionally.
· Inform customers of shipping date, anticipated delays, and any additional information needed by the customer.
· Process orders through manual entry or EDI.
· Enter sales and liquidation orders.
· Act promptly to resolve any EDI errors by communicating to the appropriate stakeholders (For example advising Sales of any price discrepancies).
· Monitor orders and inventory on hand to anticipate Out of Stocks and address the situation with the different stakeholders.
· Follow up on orders to ensure order status flow (from start to finish) for all Customers.
· Follow up with short shipment communication to the customer, which includes next available ship date. Provides case fill rate and on time delivery reports.
· Monitor that policies regarding order lead time and MOQ are followed.
· Ensure knowledge of specific procedures of assigned key accounts.
· Confer with production, sales, shipping, warehouse, or common carrier personnel to expedite or trace missing or delayed shipments.
· Understand the functions of other departments to utilize appropriate resources when required.
· Investigate customer inquiries and notifies appropriate department.
· Keep abreast of new products as they are introduced.
· Process return requests to document returned goods shipments, pick up location, and request for credit procedures.
· Respond to customer and or consumer complaints either verbally or in written correspondence within 48 hours of receiving the complaint or with appropriate credit documents.
· Maintain electronic and paper files of consumer complaints and coupon issuance.
· Compile statistics and prepare various reports for management.
· Comply with Trophy’s Health and Safety policies and procedures.
· Other duties as assigned.
Experience, Qualifications, and Educational Requirements:
· One-year certificate from college or technical school and/or;
· Three to five years related Customer Service experience and/or training or;
· Equivalent combination of education and experience.
· Works well in a fast paced, high-pressure environment, with multiple priorities.
· Ability to plan effectively and decide accurately on the sequence in which actions should be carried out while allowing for enough flexibility to cushion ad hoc scenarios.
· Ability to write routine reports and correspondence.
· Ability to speak effectively before customers, senior management, and employees of the organization.
· Bilingual in French would be an asset.
· Basic knowledge of Order processing systems and Word Processing.
· Intermediate knowledge of Excel.
· JD Edwards experience would be an asset.
Accountabilities for Success:
· Collaborate and partner with others through actively building positive and productive relationships, working to understand different viewpoints, and treating people of varying backgrounds and perspectives fairly.
· Communicate ideas and information in an effective manner by listening, demonstrating understanding, readily sharing information, and keeping appropriate parties up to date.
· Take initiative to understand and produce results aligned to department priorities and accept responsibility for performance and results.
· Identify causes of problems and develop solutions to make effective, timely decisions.
· Demonstrate a commitment to Trophy’s vision and mission. Understand how individual decisions and actions impact the needs of the department as well as overall corporate goals.
Work Environment:
· The office work environment is open, provides adequate lighting, is temperature controlled and relatively quiet.
· Sitting at a desk and computer terminal for extended periods of time each day (4 to 7 hours). Occasionally required to move around the office.
· Long periods of concentration are required, occasional interruptions may occur.
Trophy is an equal opportunity employer that values workforce diversity. Diversity is core to our business: by embedding diversity into all aspects of our culture, we maximize the opportunity to achieve sustainable business success and growth. Trophy Foods Inc. provides equal opportunities in employment, promotions, wages, benefits and all other privileges, terms, and conditions of employment to all qualified persons without regard to race, national or ethnic origin, colour, religion, age, sex, sexual orientation, or any other characteristics protected by the applicable Federal and Provincial laws.
Trophy Foods has an accommodation process in place and provides accommodations for employees with disabilities. If you require a specific accommodation because of a disability or a medical need, please advise us during the recruitment process so that arrangements can be made for the appropriate accommodations to be in place before you begin your employment.
Job Type: Fixed term contract
Contract length: 12 months
Pay: From $65,000.00 per year
Benefits:

• Company events
• Dental care
• Disability insurance
• Employee assistance program
• Extended health care
• Flexible schedule
• Life insurance
• On-site parking
• Paid time off
• Tuition reimbursement
• Wellness program
• Work from home

Flexible language requirement:

• French not required

Schedule:

• Monday to Friday

Education:

• Bachelor's Degree (preferred)

Experience:

• ERP systems: 3 years (required)
• Electronic Data Interchange: 3 years (required)
• CPG: 3 years (required)
• Sales and Liquidation: 2 years (required)
• Investigating Customer Complaints: 3 years (required)
• Customer service: 3 years (required)

Work Location: In person