JOB DESCRIPTION The Customer Service Representative provides customer and Sales Consultants (SCs) support with the sales of hotel and operational supplies. As a front-line service provider to Sysco Guest Supply Canada’s customers, you contribute to our success by providing high quality service by processing customer’s orders on a scheduled basis and troubleshooting customers concerns with regards to their orders and deliveries. You will provide information to our customers regarding Sysco Guest Supply Canada’s products and services to ensure satisfaction. Role Responsibilities: Answer incoming calls and emails from customers and SCs. Research and provide information such as estimated time of arrival (ETA), customer history data, order tracking, delivery issues, proof of delivery, etc. Provide customer with order history information (i.e., item #, quantity, etc.) and pricing. Process orders (including new, cancellation or additions to current order), invoices, credits/returns and respond to customers’ inquiries. Back Orders – If item is out of stock, check ETA. If not readily available, check availability of stock to determine if shipment can wait and offer substitutes where appropriate. Research and obtain ETA, proof of delivery, shipment tracking and information on returns and other requests as needed. Prepare and send customer order acknowledgments. Inform SC and customer of standard procedures, order status and/or resolution of problems, if applicable. Follow up, either verbally or in writing to ensure proper customer satisfaction. Review and resolve issues with customer orders such as delivery issues, shipment discrepancy and back orders. Review and process Adjustment Request Form or Return Material Authorization following approval. Review any exceptions to Company’s standard shipping policies with management. Regularly participation in Sysco Thrive, vendor and other company training programs. Regular communication with internal departments (Sales, Accounting, Warehouse). Is willing to work safely with minimal environmental impact and understands the importance of reporting all hazards, incidents, and environmental spills immediately to their supervisor. Understands that they play an integral role in their own safety and that of their colleagues and is willing to speak out when hazards are present. Perform other duties as assigned. Qualifications/Skills/Job Requirements: 1-2 years’ Customer Service experience, including working knowledge of shipping procedures and practices; inventory control processes, procedures and practices; and inventoried product line specifications (dimensions, weight, etc.). Call Center experience and order management an asset High School diploma required Post-Secondary education is an asset Excellent communication (verbal and written) in English and French, interpersonal and professional interactive skills are necessary to perform at a high degree of proficiency. Ability to effectively present information and respond to questions from customers, management and inter-department staff. Capable of working with internal staff from other departments in a proactive and constructive manners Intermediate PC skills (Microsoft Office suite, outlook, etc.). Advanced keyboarding skills with the ability to talk and type simultaneously. Telephony/Customer Service system knowledge or previous operating experience preferred Sysco is committed to Employment Equity. Accommodations during the recruitment process are available upon request for candidates with disabilities. Company Overview Sysco connects the world to share food and care for one another. Sysco leads from the heart of food and service to deliver the freshest of foods and ideas to restaurants, healthcare and educational facilities, lodging establishments and other customers who prepare meals away from home. Our customers can count on us to deliver on-point products and solutions since only Sysco is the global leader, sitting at the heart of innovation supply, delivery, culinary and more. With over 57,000 colleagues and a fleet of over 13,000 vehicles, Sysco operates approximately 326 distribution facilities worldwide and serves more than 625,000 customer locations. For fiscal 2022 that ended July 2, 2022, the company generated sales of more than $68 billion USD. Sysco, one of Canada’s Best Employers 2022, as listed by Forbes, is dedicated to our global corporate social responsibility goals and to creating a diverse and inclusive workplace. We offer our colleagues the opportunity to grow personally and professionally, to contribute to the success of a dynamic organization, and to serve others in a manner that exceeds their expectations. Sysco is more than just a place to work. Our passion for food and our customers has made us the industry leader. To remain on top, we will continue to think bigger, work harder and never give up. Are you ready to drive success? For more information, visit www.sysco.ca or follow us @SyscoCanada at facebook.com/SyscoCanada; twitter.com/SyscoCanada or instagram.com/SyscoCanada Our Purpose: Connecting the world to share food and care for one another Our Mission: Delivering success for our customers through industry-leading people, products and solutions Our Identity: Together we define our future of foodservice and supply chain Here’s a sample of the many benefits Sysco colleagues enjoy: Comprehensive Flexible Benefits including Health and Dental, Health Care Spending and Wellness Accounts • Short-Term and Long-Term Disability • Life Insurance • Voluntary Optional Insurance • Parental Leave Plan • Company Pension Plan • Group RRSP & TFSA • Employee and Family Assistance • Stock Purchase Plan • Maple Virtual Care • Unlimited on-line learning • Sysco product discounts • Preferred vendor discounts • Associate Resource Groups (*benefits may vary based on location or bargaining unit) ADDITIONAL INFORMATION This Job Requisition was created with the help of AI. AI will not be used to make hiring decisions or who progresses in the Job Application process. If you have any questions, please reach out to our Talent and Acquisition Team. This Job Requisition is for an existing vacancy. Sysco is the global leader in selling, marketing and distributing food products to restaurants, healthcare and educational facilities, lodging establishments and other customers who prepare meals away from home. Its family of products also includes equipment and supplies for the foodservice and hospitality industries. With more than 71,000 colleagues, the company operates 333 distribution facilities worldwide and serves approximately 700,000 customer locations. For fiscal year 2022 that ended July 2, 2022, the company generated sales of more than $68 billion. Information about our Sustainability program, including Sysco’s 2022 Sustainability Report and 2022 Diversity, Equity & Inclusion Report, can be found at www.sysco.com.
