Job Description

The CSR provides excellent customer service when taking orders over the phone, through email, and fax. This also involves promoting sales, answering inquiries, resolving customer problems, data input, data processing of orders, invoicing support, and credit claims support. The position involves intensive customer contact, so excellent "people skills" especially over the telephone, problem-solving skills, and organizational skills are required. CSRs must be comfortable using our windows-based ERP order-entry program. Knowledge of organic and natural foods is an asset. Information sharing with co-workers, teamwork, and meeting the end-of-day deadline is essential.

MAIN RESPONSIBILITIES:

Customer service requires:

- Order calls and call backs are the number one priority followed by fax, email, handheld, and online orders. All processed orders must be ready for printing asap.

- Managing email correspondence and providing excellent follow-up (within 24 hours) for customer inquiries.

- Representing Purity Life Grocery in a friendly, professional, and helpful manner to all customers over the telephone and in written email correspondence.

- 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.

- Liaising with the sales team to ensure that customers get special services or pre-arranged pricing, on an individual basis outside of the regular monthly specials.

- Helping to familiarize new customers with our products, policies, and procedures to ensure they receive what they want, when they want it.

- The ability to remain calm and helpful when a customer is angry or upset with the service they have received. Assist to solve the problem ensuring the customer is satisfied and a repeat customer.

- Report the details for any invoicing errors or account discrepancies that may arise to the claims department.

Order entry requires:

- Entering orders from all sources - Horizon Online, handheld, phone, fax, email

- Confirming details (such as ship date, prepay customers-notifying A/R, ship to addresses, and determining if the order meets minimum order requirements).

- Being familiar with the Order Entry system and other related modules

- Being familiar with our products or able to access product information, including ingredients, stock level, expected arrival time of out-of-stock items, and popularity of items.

- Being familiar with recently added, deleted, and clearance items to ensure customers have up to date information when deciding on products to order.

- Being familiar with monthly special sheets and volume discounts on specific products.

- Being familiar with shipping companies' areas of service, schedules, and rates to facilitate safe, speedy, and cost-efficient delivery of goods to customers.

- Being familiar with internal procedures to ensure efficient processing of orders.

Business Partner maintenance requires:

- Accuracy in taking down information from customers and reporting it to the appropriate point person for business partner edits to ensure that problems do not occur with mailing, shipping, or accounting in the future.

- Promptness in reporting changes needed to customer information.

- Reporting changes to customer messages to ensure that special considerations are dealt with promptly and outdated information is removed.

QUALIFICATIONS + EXPECTATIONS:

- 2 years customer service and order desk experience in a high volume, fast-paced environment

- Strong computer skills - experience with Microsoft Office and CRM or ERP

- Familiarity with office procedures and strong computer skills

- An interest and aptitude for customer-service

- Excellent verbal and written communications skills, with a polite and pleasant telephone manner

- Problem-solving skills and accurate claims reporting

- Excellent organizational skills with the capability to move between multiple tasks and work as part of a team without direct supervision or monitoring

- Knowledge and interest in the organic and natural industry is an asset

COMPENSATION + WORKING CONDITIONS:

This is a part-time, permanent position with a schedule of Monday to Friday, 1pm-5pm, and an expectation of working full hours for vacation coverage. The starting rate of pay is $25.31/hour.

PERKS + CULTURE:

Focus on Wellness

- EFAP immediately upon hire

- 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

Focus on the Environment

- Indoor bike lock up area

- Recycling + Composting Program

- Partnerships with Urban Impact and TerraCycle, zero waste boxes

APPLICATION INFORMATION:

Please apply with your resume listing relevant experience. Must be located in the Lower Mainland and be able to commute to our location


Purity Life Grocery 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.