• Customer Care Representative Team Lead

    Requisition ID
    Job Location
    Job Category
    Customer Service/Support

    Welcome to Gordon Food Service!  We are excited that you are thinking about opportunities with us, and we have an amazing story to share.  Here's a quick glance of who we are and the impact you could have on the food service industry.  
    Gordon Food Service At A Glance 


    There's a seat at our table for you...  



    Division:  British Columbia

    Customer Service Representative Team Lead - Full Time


    Salary Range: 55,000-60,000 + Bonus Incentive


    About Us:

    We're a company with integrity at its core.  We believe in treating each other with respect and working as a team to get things done right.  And because of this collaboration, we've created an atmosphere that's fun, supportive, and alive with energy!


    At Gordon Food Service, our continued focus on quality and exceptional service has made us one of Canada’s largest food service distributors for over 50 years.  Based out of Grand Rapids, Michigan and founded in 1897 Gordon Food Service is a successful, family-oriented company. 


    Position Overview

    Reporting to the Customer Care Manager, this position is responsible for being the immediate support for the Customer Care Team as well as assisting the Manager with day-to-day operations. The Customer Care Team Lead will also manage customer accounts - from taking customer orders and confirming order quantities to providing product availability and exceptional first impressions. This position may be required to work weekends and statutory holidays when necessary.


    Duties and Responsibilities

    • Oversee day-to-day operations of the Customer Care department, which includes resolving escalated requests, managing recalls, and coordinating product returns and special orders
    • Develop schedules and manage time off requests through Kronos Timekeeper system
    • Regularly meet with team members to provide feedback on performance and generate a development plan where needed
    • Lead weekly team huddles, participate in interviews, and provide training to new recruits
    • Coordinate solutions between internal departments in a timely and efficient manner
    • Generate daily, weekly and monthly reports
    • Provide service level support such as submitting orders and monitoring order cut-off times/days in a accurate and timely manner
    • Ensure all emails are addressed, maintained and organized before the end of the daily shift
    • All other duties as assigned


    Required Skills and Qualifications

    • 1+ year leadership experience in managing a team demonstrated supervisory skills
    • 2+ years’ experience in a Customer Service or Call Centre
    • Minimum High school diploma or GED equivalent
    • Good understanding of call center operations, metrics, and general procedures
    • Excellent customer service, mentoring and interpersonal skills
    • Must be able to develop, communicate, and implement plans and to set and define goals
    • Proficient in Google Applications such as Gmail and Google Sheets
    • Excellent communication skills, both written and verbal (English)  
    • Detail oriented and high level of accuracy while working under specific deadlines
    • Energetic team player with strong organizational and problem solving skills
    • Ability to deal with ambiguity and multi-task
    • Knowledge of Genysis is an asset


    Compensation Package:

    • Extended health, dental, drugs and health insurance coverage
    • 100% MSP coverage
    • Company matched retirement plan
    • Bonus/Incentive plan eligibility
    • Annual profit sharing
    • Employee and Family Assistance Program
    • GFS discounts on products
    • Employee appreciation events
    • And much more!


    What We Value, You Value:

    We are committed to building a strong relationship with our local community through our partnership with Habitat for Humanity and with our charity For A Cause which was created to assist those in need by providing funding for healthcare, shelter and education expenses.  We provide great training and an incredible work environment.


    In addition we have numerous green initiatives in place to help support and build a cleaner and greener tomorrow!


    Gordon Food Service is an equal opportunity employer.



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