Horizon Grocery + Wellness Hiring for Customer Service Representative at Burnaby, BC Full Time

JOB SUMMARY:
Our Customer Service Representatives provide excellent customer service both internally and externally. They process customer orders over the phone, by fax and by email, which requires accurate data entry and following detailed computer procedures. Additionally, they provide product information, promote sales, handle customer questions and challenges, and invoice orders. Strong people skills and phone skills are required, as this position involves intensive customer contact, mainly over the phone. The primary focus will be on customer service regarding our organic and natural grocery products.

MAIN RESPONSIBILITIES:Customer service:
Phone calls and call backs are the number one priority

Manage email correspondence and provide excellent follow–up for customer inquiries

Represent Horizon in a friendly, professional, and helpful manner to all customers over the telephone and in written email correspondence

Help familiarize new customers with our products, policies, and procedures

Report details for any invoicing errors or account discrepancies that may arise to the claims department

Order entry:
Enter orders from all sources – web, handheld, phone, fax, email

Confirm details (such as ship date, prepay customers-notifying A/R, ship to addresses, co-ship and order minimums)

Knowledge of our product line and of how to access the information pertaining to it, including ingredients, stock level, expected arrival time of out-of-stock items, and popularity of items

Review emails and reports regarding recently added, deleted, and clearance items to ensure customers have up-to-date information

Understanding of monthly special sheets and volume discounts on specific products

Knowledge of shipping companies’ areas of service, schedules, and rates to facilitate safe, speedy, and cost-efficient delivery of goods to customers

WORKING CONDITIONS:
This is a permanent, full-time position (Mon-Fri) based out of our Burnaby office.

QUALIFICATIONS + EXPECTATIONS:
Minimum of 2-years previous order-desk experience in a high volume, fast-paced environment

Familiarity with office procedures and accurate data entry

Strong computer skills – experience with Microsoft Office and CRM or ERP

Excellent verbal and written communications skills, and a polite and positive telephone presence

Knowledge of basic “soft” sales techniques (offering substitutions for items that are out of stock or discontinued, and reminders of new or ongoing special deals, where appropriate), and ability to listen to and assess customers’ needs and recommend products that would fulfill those needs

Ability to remain calm and helpful when a customer is upset

A passion for customer service and problem solving

Ability to work autonomously and with the team without direct supervision or monitoring

Strong sense of self-responsibility and self-awareness

Knowledge and interest in the organic and natural industry is an asset

SUBMISSION DEADLINE: April 10, 2022

If you, or anyone you know, is interested, please send a resume with cover letter and salary expectations to:

[email protected](please note on subject line: “CSR-GROCERY – Apr 2022”).

Horizon is an equal opportunity employer valuing diversity in the workplace. All qualified applicants will receive consideration for employment without regard to race, ancestry, colour, place of origin, gender, gender identity, age, religion, disability, family status, sexual orientation, or any other status or characteristic protected by law. If you require assistance or a reasonable accommodation in any aspect of the application process, please contact the HR department.

Note: We thank everyone for their interest but only those advancing to the next stage of the recruitment process will be contacted. Only Lower Mainland candidates considered.

About Horizon Grocery + Wellness:
Horizon Grocery + Wellness is a leading distributor of organic and natural foods, household products, supplements, and natural personal care items, servicing thousands of locations across Western Canada. We thrive as a market leader via effective partnerships and primary relationships with our valued retailers and suppliers. We are a privately owned, 100% Canadian company with a 150,000 square foot Grocery facility and a 40,000 square foot Wellness facility located in south Burnaby, BC. Horizon Grocery + Wellness is the cornerstone of the Horizon Group, a privately held, Canadian-owned group of companies with distribution facilities servicing over 6000 customers across Canada.