ALIMENTEZ VOTRECROISSANCE

À PROPOS DU RÔLE

The Customer Service Representative provides customer and Sales Consultants (SCs) support with the sales of hotel and operational supplies. As a front-line service provider to Sysco Guest Supply Canada’s customers, you contribute to our success by providing high quality service by processing customer’s orders on a scheduled basis and troubleshooting customers concerns with regards to their orders and deliveries. You will provide information to our customers regarding Sysco Guest Supply Canada’s products and services to ensure satisfaction.

Role Responsibilities:

• Answer incoming calls and emails from customers and SCs.  Research and provide information such as estimated time of arrival (ETA), customer history data, order tracking, delivery issues, proof of delivery, etc.
• Provide customer with order history information (i.e., item #, quantity, etc.) and pricing.
• Process orders (including new, cancellation or additions to current order), invoices, credits/returns and respond to customers’ inquiries. 
• Back Orders – If item is out of stock, check ETA.  If not readily available, check availability of stock to determine if shipment can wait and offer substitutes where appropriate.
• Research and obtain ETA, proof of delivery, shipment tracking and information on returns and other requests as needed. 
• Prepare and send customer order acknowledgments.  
• Inform SC and customer of standard procedures, order status and/or resolution of problems, if applicable. Follow up, either verbally or in writing to ensure proper customer satisfaction.
• Review and resolve issues with customer orders such as delivery issues, shipment discrepancy and back orders. 
• Review and process Adjustment Request Form or Return Material Authorization following approval. 
• Review any exceptions to Company’s standard shipping policies with management.
• Regularly participation in Sysco Thrive, vendor and other company training programs.
• Regular communication with internal departments (Sales, Accounting, Warehouse).
• Is willing to work safely with minimal environmental impact and understands the importance of reporting all hazards, incidents, and environmental spills immediately to their supervisor.
• Understands that they play an integral role in their own safety and that of their colleagues and is willing to speak out when hazards are present.
• Perform other duties as assigned.

Qualifications/Skills/Job Requirements:

• 1-2 years’ Customer Service experience, including working knowledge of shipping procedures and practices; inventory control processes, procedures and practices; and inventoried product line specifications (dimensions, weight, etc.).
• Call Center experience and order management an asset
• High School diploma required
• Post-Secondary education is an asset
• Excellent communication (verbal and written) in English and French, interpersonal and professional interactive skills are necessary to perform at a high degree of proficiency.
• Ability to effectively present information and respond to questions from customers, management and inter-department staff.  Capable of working with internal staff from other departments in a proactive and constructive manners
• Intermediate PC skills (Microsoft Office suite, outlook, etc.).
• Advanced keyboarding skills with the ability to talk and type simultaneously.
• Telephony/Customer Service system knowledge or previous operating experience preferred

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