Job Description

Company Description
At Farm Boy, it is our mission to create a fun, fresh experience for all! Whether you are a team member or a customer, Farm Boy is passionate about creating a unique fresh food shopping experience and ensuring that we deliver on our commitments. As we continue to grow within Ontario, Farm Boy is excited to welcome new team members that share our passion for providing the best fresh shopping experience!


Reporting to the Business Support Manager, the incumbent is responsible for providing support to Farm Boy stores, warehouses, corporate offices and suppliers through the use of multiple customer service tools, Farm Boy systems and product knowledge. They must ensure effective utilization of the company resources and work towards the achievement of company goals with a view to continued growth and success. The performance of the duties must ensure a quality service approach to all employees, customers and suppliers. All responsibilities must be performed in a manner consistent with the Farm Boy vision, mission, and the Farm Boy Way. Major Responsibilities:

• Provide first level business and technical support to Farm Boy employees working at various locations, including stores, warehouses and corporate offices.
• Deliver business and technical support with an appropriate sense of urgency and a positive attitude.
• Act as a point of contact for suppliers for business-related inquiries.
• Troubleshoot and resolve business and technical issues by using multiple tools and systems provided.
• Escalate all major issues to the appropriate teams, as required.
• Develop understanding of the Point-of-Sale system at retail stores and Home Office (for gift cards, credit/debit, product information, etc.).
• Respond courteously to all inquiries and issues via phone and email.
• Log and manage all business and technical support tickets through a Help Desk ticketing system.
• Develop and maintain documentation/procedures for business and technical support, as required.
• May be requested to undertake other related duties on a periodic basis.

• Typically requires completion of a post-secondary program in support or technology in a Customer Service or Help Desk Support position or an equivalent combination of education and experience.
• Superior customer service skills and experience.
• Excellent personal verbal and written communication skills.
• Ability to work in a fast-paced team environment while maintaining attention to detail and accuracy.
• Ability to troubleshoot and collect relevant information via email and phone.
• Ability to identify and prioritize incoming requests.
• Ability to understand and apply directives and procedures.
• Self-motivated and capable of working with minimum supervision.
• Flexibility with regards to hours of work.
• Forward-thinking with a positive outlook on progress and success.

• Working knowledge of major Farm Boy systems and processes at retail stores, warehouse/production and/or Home Office.
• Experience and knowledge of retail systems and processes.
• Knowledge of Store Management System (SMS).
• Knowledge of ticketing systems (e.x. FreshDesk) and ticket triage processes.

• This position is remote.
• May be required to sit for long periods of time at workstation.
• Providing service to several people or departments, working under many simultaneous deadlines.
• Possible exposure to eye strain from computer terminals.
• Exposure to stress caused by open office noise and crowded conditions.