About the Role:

The Customer Experience Specialist plays a pivotal role in ensuring that every interaction with our customers is positive, efficient, and solution-oriented. This position focuses on managing inbound and outbound communications to address customer inquiries, resolve issues, and provide product or service information. The specialist will act as the primary point of contact, representing the company’s commitment to customer satisfaction and loyalty. By attentively listening and responding to customer needs, the role contributes directly to enhancing the overall customer journey and fostering long-term relationships. Ultimately, the Customer Experience Specialist helps drive customer retention and brand reputation through exceptional service delivery.

Minimum Qualifications:

• Proven experience in a fast-paced environment handling both inbound and outbound calls.
• Strong verbal communication skills with the ability to listen attentively and respond clearly.
• Demonstrated customer service experience with a focus on problem-solving and customer satisfaction.
• Ability to manage multiple customer interactions efficiently while maintaining attention to detail.

Preferred Qualifications:

• Experience in sales, retail, grocery or foodservice, or related industry would be an asset
• Understanding of wholesale distribution and customer account management would be an asset
• Great interpersonal skills
• Strong communication skills (both oral and written); employs active listening skills
• High-functioning knowledge of the Microsoft Office Suite and the ability to quickly grasp Windows-based programs
• Displays a high level of personal integrity, personifying the company’s core values
• Ability to make decisions and work independently, with regular communication with the Client Relationship Manager
• Excellent time management skills to stay organized and focused
• Bilingualism, spoken and written is a requirement (English/French)

Responsibilities:

• Handle inbound and outbound calls professionally, addressing customer inquiries and concerns promptly and accurately.
• Provide detailed information about products, services, and policies to assist customers in making informed decisions.
• Identify opportunities to improve customer satisfaction and/or sales by actively listening and adapting communication style to individual needs.
• Collaborate with internal teams to resolve complex issues and escalate when necessary to ensure timely resolution.
• Showcase Capital Foodservice offerings to existing and potential customers
• Provide ongoing support to new and existing customers to deliver superior customer service
• Confidence to own the assigned workload, effectively taking care of customer needs
• The ability to prioritize and multi-task
• Review and interpret daily reports to ensure customer needs are being met
• Have the ability to sell by offering special pricing when available, or suggesting new menu items
• Works well within the Capital Foodservice Team, forging relationships across all departments

Skills:

The required skills such as handling inbound and outbound calls are essential for managing daily customer interactions effectively. Customer focus and the ability to talk and hear attentively enable the specialist to understand and address customer needs accurately. An eye for detail ensures that all customer inquiries are documented precisely, supporting quality service and follow-up. Adjusting focus allows the specialist to tailor communication styles to different customers, enhancing engagement and satisfaction. Preferred skills like bilingual communication and familiarity with quality assurance further enhance the specialist’s ability to serve a diverse customer base and contribute to continuous service improvement.

The Customer Service department is open on Sunday's from 10am until 4pm, and Monday through Friday from 7:30am until 4:30pm. You can expect to work 5 days per week, either Sunday to Thursday, or Monday to Friday.