JOB SUMMARY:
Our Customer Service Representatives provide excellent customer service both internally and externally. They process customer orders through our web portal, over the phone, by fax, and by email, which requires accurate data entry and following detailed procedures. Additionally, they provide product information, promote sales, handle customer questions and challenges, and invoice orders. Strong people skills and written/verbal communication skills are required, as this position involves intensive customer contact, mainly by email/phone. The primary focus will be on order entry and customer service regarding our organic and natural grocery and wellness 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
- Review and understand 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 one-year contract, full-time status, (Mon-Fri) based out of our Burnaby office. After one year there may be an opportunity to transition to a permanent position. The rate of pay is $24.02/hour.
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 MS365 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
SOME OF OUR PERKS AND BENEFITS:
Focus on Wellness
- Extended Medical + Dental (company-paid premiums)
- EFAP immediately upon hire
- Paid sick time, including dependent sick time for those with children (up to 13 days per year)
- Fitness Subsidy
- Discounted grocery and wellness products and lunch program
- On-site gym
- Dog friendly office
- Scent-free environment
Focus on our Community
- Partnerships with Quest Food Exchange and The Downtown Eastside Women’s Centre
- Paid volunteer hours
Focus on the Environment
- Transit Subsidy – up to 100%
- Cycling Subsidy
- Indoor bike lock up area
- Recycling + Composting Program
- Partnerships with Urban Impact and Alvéole, an urban beekeeping company
SUBMISSION DEADLINE: September 29, 2023
If you, or anyone you know, is interested, please send a resume with cover letter to: hr@horizondistributors.com (please note on subject line: “CSR Sep 2023”).
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 People + Culture 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.