Overview:

Our core purpose is “We are curators of unique brands, bringing elevated food and beverage experiences to Canadians.”

Tree of Life Canada ULC is an Employer who strives to provide an inclusive work environment that involves everyone and embraces the diverse talent of its people. We are committed to meeting the needs of persons with disabilities. If selected for an interview, we will be happy to work with you to ensure your interview is accessible and accommodation is provided. When your interview is being scheduled, please advise the Recruiter of how we might be able to support your participation. For more information please visit our website at http://www.treeoflife.ca

** NOTE: Reference checks will be conducted for potential candidates and the information collected will be used in making the final hiring decision.

Primary Responsibilities:

As part of the Customer Care team you will be responsible for assisting customers interested in our products online and over the phone. Answering customer queries, processing their orders and troubleshooting issues. Strong problem solving, strong communication skills oral and written in both French and English and above average customer service skills are required. In this position you will be working closely with a variety of internal and external stakeholders. Resolving issues / concerns as required regarding a wide assortment of concerns. As with all positions at Tree of Life Canada we expect that all actions will be consistent with Tree of Life Canada’s Mission, Vision and Values.

Essential Functions:

• Support and participate in food safety programs including SQF (Safe Quality Food).
• Receive and process sales orders received via telephone, e-mail or e fax in a fast paced environment before daily order cut off deadline.
• Responsible for reviewing orders on hold and take swift action to resolve issues
• Logging customer issues/complaints in AS400 and follow up required.
• Provide service and information to the sales force (i.e. stock status, item details, promotional details, delivery status, etc.).
• Manage EDI orders and exceptions
• Process of internal sample requests and employee orders.
• Process customer return / credit requests.
• Co-ordinate cancellation and re-bill of orders with errors.
• Handle and track all customer calls / enquiries / complaints.
• Co-ordinate product returns with transport companies.
• Follow-up on daily regarding unshipped order status.
• Cover reception for lunches and vacations in a rotation with your team mates
• Must maintain good attendance, safe work practices and maintain safeguards of confidential company information.
• Other duties and special projects as requested.

Minimum Requirements, Qualifications, Additional Skills, Aptitude:

• Post secondary education an asset with a minimum of 2 years experience working in a customer service / sales administration environment.
• Excellent interpersonal, written and oral communication skills in both English and French.
• Proficiency in MS Office required. Experience with SAP and EDI are assets.
• Excellent customer service oriented attitude with ability to get along with diverse personalities. Must be able to communicate effectively with customers and all levels of Tree of Life associates. Must be tactful, mature and flexible with good reasoning abilities and sound judgement.
• Strong work ethic and self-starter, able to effectively manage multiple priorities and adapt to change within a fast-paced business environment.
• High energy level and the ability to establish trust and be decisive but be able to recognize and support the organization’s preferences and priorities.