Position function: Reporting to the Customer Care Supervisor of Caldic Canada Inc., the Customer Care Associate – Order Entry Champion will ensure exceptional customer care through the support, service and championing of our customer’s requirements within the Caldic organization while also providing sales and operational support by liaising with current customers and responding to new customer enquiries.
Scope: In this role the individual will be responsible for providing and ensuring a positive and superior customer experience, providing timely communication and coordinating order follow-up requirements as required with other Caldic Teams. You will support the building of profitable sales through positive customer relationships and the fulfillment of customer requirements. The position will work closely with Sales, Replenishment, Shipping, Production and the Finance teams.
MAJOR TASKS AND DUTIES:
As part of the Customer Care Team and in conjunction with the Customer Care Order Delivery Champions, you will ensure all orders are entered accurately and timely.
Champion all orders and their processing accurately to ensure prompt resolution and sales order confirmation.
Take ownership of the customer care order inbox
Directing customer requests to appropriate Caldic teams
Work closely with production and replenishment to get confirmed dates to customers
Provide spot commodity pricing to customers as requested
Respond promptly to customer enquiries
Update customer information in our system; addresses, contacts, customer product codes and their mapping to Caldic codes, etc.
Process order shipment documents from third party warehouses and drop shipments as required.
Complete all other duties as assigned by the Customer Care Supervisor
Ensure compliance with all health and safety regulations, GMP’s and HACCP requirements.
KNOWLEDGE/SKILLS AND EXPERIENCE:
Post-secondary education and or a Certified Customer Service Professional
Minimum 2 years of experience as a customer care/service role in a fast paced environment.
Food industry background/industry experience preferred
Strong follow up, problem solving and decision making skills.
Must have strong communication (verbal/written), interpersonal and multi-tasking skills
Excellent computer skills (MS Word, Outlook, Excel), and proficient with ERP and WMS systems.
