• Customer Care Representative - PT

    Requisition ID
    Job Location
    Job Category
    Customer Service/Support
  • Are you looking for a new opportunity with a strong and stable company? Do you want the opportunity for excellence and advancement in your career? If so, Gordon Food Service could be the place for you.


    As one of the largest privately held foodservice distributors in North America, and recently named as one of Alberta's Top 70 Employers, our family business has a history of developing talented professionals, pursuing innovative ideas and building strong relationships.


    We are seeking great people looking for professional and personal growth. If you are interested in joining an innovative, supportive, values-driven company, we invite you to consider a career with Gordon Food Service. Take a look at this video to learn more about who we are and what we do!






    Position Summary:

    Reporting to the Customer Care Manager, the Part-Time Customer Care Representative (CCR) is responsible for providing exceptional customer service to Gordon Food Service (GFS) National Multi Unit (NMU), Regional Multi Unit and Independent Sales (Street) customers. As the principal point of contact for GFS customers, this position plays the critical role of ensuring GFS customers experience the highest level of customer service including: knowledgeable and helpful assistance, expedient and professional resolution of any customer issues, and confidence in GFS ability to deliver on time, complete as prescribed. The CCR is responsible for understanding the customer needs and working collaboratively with the appropriate departments to facilitate effective customer solutions. This position is the foundation to coordinating operational requirements to meet customer expectations. The CCR position will be responsible for performing the vital role of support to internal and external customers and in some situations will be assigned as a designated representative to specific customers. 


    This shift will be on: Friday, Sunday, Monday from 8:30 am – 5 pm.



    Minimum Requirements:



    High School Diploma or General Equivalent Degree.  Post secondary diplomas or certificates in Business, Sales and/or Marketing preferred.



    One to two years previous customer service experience or an equivalent combination of education, training, and experience.



    Key Drivers (Champion):



    • Enter customers orders into GFS order entry system with care, professionalism and accuracy while clarifying and confirming all orders with the customer regardless if order is phoned, faxed or emailed and if item codes are supplied or description only is used
    • Provide immediate, exceptional response to customer inquiries, concerns and requests regarding products and services
    • Effectively facilitate the resolution of customer issues or complaints through effective, knowledgeable, collaboration with appropriate departments
    • Responsible for excellent follow up, accurate and efficient completion of tasks, and effective communication to all required parties both internal and external
    • Maintain knowledge and proper use of GFS systems including, phone system, mainframe, and internet applications and has a comprehensive understanding of customer related operational requirements
    • Provide exceptional customer service orientated communication regarding product shortages, product promotions (where applicable, e.g. NMU), delayed delivery times, holiday delivery schedules and customer credits
    • Authorize, creates documentation and ensure accurate completion of special orders, JIT orders, customer credits and product recalls
    • Assist and support District Sales Representatives (DSR’s) and Regional Account Managers where required
    • Facilitate, coordinate and follow up on customer opening orders (where applicable, e.g. NMU)
    • May provide order fill resolution for pre and post order entry support
    • Collaborate with designated customers to keep off day deliveries and order recoveries at an acceptable level (where applicable, e.g. NMU)
    • Arrange exception deliveries in collaboration with the transportation department or delivery service in urgent need cases (Customer Care Lead (CCL) to determine approval process where applicable)
    • Accountable for providing follow up on customer promotions, new product listings, auto shipments and online orders (where applicable, e.g. NMU)
    • May be required to assist customers in effectively using online direct order entry system, GFS Experience’ or redirecting to the E-Biz support team as required
    • Elevate above issues to Centralized NMU team or NMU Account Manager where necessary (Specific to NMU)
    • Work effectively and maintain good relations with all internal divisional departments for timely resolution to customer concerns and to support GFS culture
    • Maintain knowledge of current GFS products, trends and business solutions by reading appropriate publications as well as attending necessary conferences, seminars, and food shows
    • Adhere to the mission and Cornerstone Values and applicable practices of the organization
    • Other duties and responsibilities as assigned


    Essential Physical and Mental Requirements:



    This position requires excellent communication and interpersonal skills to provide an exceptional first impression and comfortable, efficient and reliable customer service, order entry and issue resolution.  Must have excellent attention to detail, time management and organizational skills. 




    • Develops solutions to a variety of problems of moderate to complex scope. Refers to policies and practices for guidance.
    • Proficient in order entry system (Retalix™), Microsoft Office, including but not limited to Word and Excel experience with email (Gmail an asset) and internet software applications or the aptitude and desire to become proficient.
    • Service Oriented: (Inspires others to a strong customer service orientation)
    • Communication: (Delivers appropriate written and verbal communication)
    • Self Management and Development:  (Takes personal responsibility for own growth and development)
    • Teamwork: (Encourages collaboration with others to achieve a common goal)
    • Change: (Embraces and creates change)
    • Business Acumen:  (Understands and applies appropriate business knowledge to operation of functional area)



    Watch these videos for even more information about Gordon Food Service!





    Gordon Food Service is an Equal Opportunity Employer.



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