Job Description

WORKING AT BROWNE

OUR PRODUCTS

Browne designs and distributes kitchenware products for commercial and at home use. As one of the founders in the kitchenware industry in Canada, Browne has built a reputation as a result-oriented, value-added distributor in the consumer and foodservice industries. For over 75 years we have been committed to innovation in design, quality, value and customer service.

OUR PEOPLE

Our team of over 70 employees in Canada and the US are at the heart of our business with an extensive rep network throughout the industry. We are a diverse group of professionals with a wide range of knowledge, all connected by the same purpose to make innovative, high-quality products that enhance cooking and dining experiences. We believe in the power of connecting people through cooking, entertaining and sharing through our products.

OUR BUSINESS

We have in-house teams in the areas of product design, marketing, operations, retail and foodservice sales, supply chain, customer service, finance, IT and HR. We support dealers, retailers, distributors, and restaurants across North America and internationally.

Job Summary:

This role provides customer service to B2B and B2C customers in Canada/US/internationally providing information on products, pricing, order entry, order status, shipping arrangements and warranty inquiries through an ERP system. This position is part of a Customer Service team of 8 team members and is a full-time in-office role working in our Head Office location in Aurora. This role has a heavy systems and email component and is not a high call volume call center environment.

Duties and responsibilities:

Enter daily orders from customers either through manual or EDI (electronic data interface) means across a large product offering

Work with a ticketing system to track customer orders and inquiries (Zendesk)

Enter sample requests from customers to warehouses

Respond to customer inquiries timely resolving product or service problems via email or phone

Check daily open order and back-order reports to ensure products are being shipped

Work with Manager for order availability/out of stock/shipping or other questions

Work with internal systems for order processing to 2 warehouses

Work with a new ERP system (Microsoft Business Central)

Liaise internally with sales employees as needed for customer order questions

Process warranty and defective product claims

Understand all pricing processes working with Finance to release orders if on credit hold

Escalate customer concerns when needed

Assist other team members with daily distribution of work and for coverages

Qualifications

Post-secondary education preferred

3 years of similar office customer service or inside sales experience supporting order entry and a variety of in-office customer support functions with a heavy systems interface

Excellent written and oral communication skills to write clear emails to customers throughout North America and to respond to phone inquiries - most customer inquiries are by email

Strong Microsoft computer skills and ability to quickly learn in-house systems

Attention to detail is critical for inputting numerical accuracy for order processing

Experience working in a team environment demonstrating flexibility, adaptability and working in a high-volume, fast-paced environment

Strong problem-solving skills to understand processes and where customers may be experiencing issues and how to resolve issues internally

Any additional language skills are preferred but not necessary

Browne encourages interested and qualified candidates to apply by submitting a resume with salary expectations to humanresources@browneco.com.

For more information about Browne Group Inc. please visit: www.browneco.com

We thank all applicants for their interest; however only those who best meet the qualifications and our expectations for this role will be contacted. No solicitation of agency services, please.

Browne is an equal opportunity employer, welcomes diversity, and encourages all qualified applicants interested in joining the team to submit their resume and portfolio. We are pleased to accommodate the individual needs of job applicants throughout the recruitment and selection process in accordance with the Ontario Human Rights Code and the Accessibility of Ontarians with Disabilities Act, 2005 (AODA). If you require accommodation at any time throughout the recruitment process, please notify us.

Job Types: Full-time, Permanent

Pay: $45,000.00-$50,000.00 per year

Additional pay:

Bonus pay
Benefits:

Casual dress Company events Dental care Disability insurance Employee assistance program Extended health care Flexible schedule Life insurance On-site parking Paid time off Store discount Vision care
Schedule:

Monday to Friday
Ability to commute/relocate:

Aurora, ON L4G 3X8: reliably commute or plan to relocate before starting work (required)
Application question(s):

This is a 5-day work week at the office position. Are you comfortable with it? From where and how long would your commute to the address provided be? What ERP or CRM software do you have experience with? What is your salary expectation?
Experience:

office customer service or inside sales: 3 years (required)
Work Location: In person