Customer Service Representative

Position Title: Customer Services Representative
Number of openings: 1
Term: One-year contract full-time opening 
Location: Vancouver, BC
Department: Customer Service
Reports to: Customer service team leaders/Supply chain logistics manager
Application Closing Date: Until the position is filled

Since 1956, Sunrise Soya Foods has been trusted by generations to produce healthy and delicious soy products. As Canada’s leading tofu manufacturer, we are dedicated in our commitment to putting Goodness First® behind everything that we do. From our products to our workplace, we adhere to our values of: Customer Focus, Honesty and Integrity, Respect, Teamwork and Corporate Citizenship.

Our Vancouver customer service department is currently seeking 2 customer service representatives to join our growing team.

POSITION SUMMARY

The Customer Service Representative acts as a primary contact for the day to day service and liaison between customers and sales. The incumbent is responsible for the daily order taking and processing of customer orders on an accurate and efficient basis.

MAJOR POSITION 

  • Takes live calls and confirms purchase orders.
  • Retrieves messages and order purchase from voice mail during off hours.
  • Processes telephone enquiries by routing calls, paging and taking messages.
  • Prepares orders and generates delivery notice on the computer.
  • Be a second checker on mass orders to ensure 100% data entry accuracy.
  • Makes outbound calls to customers or brokers from the DSD & Mass Market Call-Out List.
  • Coordinates with shipping and warehousing department to ensure the correct orders are taken and shipped out in a timely manner.
  • Posts orders when deliveries are completed.
  • Prepares Standing Orders by typing new delivery note for each customer with specific orders on a daily list for next day delivery.
  • Informs Master Scheduler of mass and special orders in advance.
  • Informs Master Scheduler of shortages or special large orders on any single item.
  • Reports complaints and incidents to immediate supervisor and/or other departments when necessary.
  • Liaises with Sales team about customers’ comments and needs.
  • Responds accurately to a wide range of enquiries ranging from Sunrise products to status of orders, shipping time etc.
  • Handles and resolves customer complaints when appropriate.
  • Responsible for daily adjustment of invoices, working with the Accounting department.
  • Serves and handles cash sales from pick-up customers (for weekends) or as a backup for the shipping department.
  • Generates daily/weekly/monthly reports from the system for tracking purposes.
  • Counts and verifies the money returned by drivers at the end of the working day and makes any adjustments deemed necessary.
  • Processes credits or debits to DSD customer with their next order.
  • Handles any stock shortages in a timely manner and notifies the parties/departments/customers involved immediately.
  • Performs any other related duties assigned by the CS Team Leader or the Supply Chain Logistics Manager.

JOB SPECIFICATIONS

  • Formal Education
  • High school graduate

RELATED EXPERIENCE

  • A minimum of one year customer service experience

OTHER REQUIREMENTS 

  • Excellent interpersonal and communication skills to interact with customers and staff at all levels of the company.
  • Professional telephone and customer service skills.
  • Strong organizational skills, with the ability to multi-task.
  • Self-motivated and detailed-oriented.
  • Ability to prioritize, meet deadlines and work under pressure in a fast-pace working environment.
  • Bilingual in English and Cantonese required.
  • Ability to speak Mandarin considered a definite asset.
  • Proficient in Microsoft Office, primarily Word and Excel.
  • Ability to work independently as well as in a team environment.

RELATIONSHIP WITH

  • Internal - All departments (Vancouver and Toronto)
  • External - Customers, brokers, buyers and callers

WORKING CONDITIONS

  • Work primarily in an air-conditioned office environment.
  • 90% of the work is performed at a computer station.
  • Shift rotations (AM or PM): 6:45AM – 3:15PM, 11:00AM – 7:30PM.
  • Must be able to work on weekends (either Saturdays or Sundays).

COMPENSATION PLAN

  • Wage will be assessed according to skill level
  • Annual incentive plan
  • Medical/Dental benefits after probation

Please email, mail, or fax your resume/CV to:

Sunrise Soya Foods
Attn: Human Resources Dept.
729 Powell Street
Vancouver, BC
V6A 1H5
Email: humanresources@sunrise-soya.com
Fax: 604-254 2828