Customer Care Representative

Job Title:         Customer Care Representative
Reports to:      Manager, Customer Service
Dotted line:      Manager, International Sales, Foodservice
Role:                Full-time, based in Latin America (for local customer support)
Date:               September 26, 2023

Job Summary
This Customer Care Representative acts as a liaison between the company and the customers and provides general customer support services to the Manager International Sales Foodservice serving all of Latin America. 

This role interacts with customers to provide them with information regarding inquiries, products and services. In addition, they help to resolve any customer concerns and prepare shipping documents while being a member of the Company’s core customer service group at the head office for process and operational consistencies.

​Duties and responsibilities

• Process orders and sample requests
• Retrieve and prepare export documents to support customer and country requirements. 
• Resolves product or service issues by gathering pertinent details and providing solutions that support the customers’ needs promptly with proper follow up to formally resolve the issues.   
• Work closely with Supply Chain to ensure all international orders are supported optimally.
• Provide monthly sales updates to the International reps and managers twice a month (mid and end) and/or as requested (Power BI reports available to Sales Managers – support any follow up required)
• Liaison between the customers regarding purchase order optimization for any of the following:    correct pricing, shipping address, release date, eta dates, backorders, etc.
• Act as a resource and offer alternative product options when product requests cannot be supported.
• Work closely with A/R and Finance regarding customer account status and may be able to help with some local customer collections and/or follow ups
• Work with the International Sales Manager to suggest pricing on special orders (custom/non stock)
• Responsible to manage sample orders, stock and requests.
• Comfortable updating SalesForce for customer activities, wins, losses.
• Other duties as required.

​Qualifications

• Bilingual in Spanish & English
• Post-secondary education and 2-3 years’ experience in a Customer Service environment or Inside sales role
• Intermediate level skills using the Microsoft Office Suite; strong overall computer skills
• Experience with order entry and attention to detail and numerical accuracy
• Proven abilities to work in a team environment, meet deadlines and respond timely
• Good problem solving skills and able to convey confidence when communicating with customers
• Excellent communication skills (verbal and written) and professional as Company ambassador
• Able to multi task, know priorities of work and receive EDI orders as well as manual order entry
• Preferred:   product knowledge within the Foodservice industry considered an asset

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