Customer Experience Representative (Contract)

UNFI; Richmond; Remote; CAD 42,000; Full time

Job summary

Join a forward-thinking company as a Customer Experience Representative, where you'll play a vital role in enhancing customer satisfaction through exceptional service and support. This position offers a unique opportunity to work remotely while engaging with a dynamic team dedicated to providing better food choices for everyone. Your contributions will help streamline processes and ensure a seamless customer experience in a fast-paced environment. If you are passionate about customer service and eager to make a difference, this role is perfect for you!

Benefits

Competitive Salary

Paid Vacation

Paid Sick Days

Employee Discount on Organic Foods

Friendly Team Environment

Remote Work Opportunity

Qualifications

• 2-3 years of call center or customer service experience required.
• Willingness to learn about company products and policies.

Responsibilities

• Assist customers with orders, claims, and product information.
• Process customer orders and manage exceptions to prevent errors.
• Maintain compliance with performance metrics for optimal customer experience.

Skills

Verbal Communication

Written Communication

Customer Service

Multitasking

Attention to Detail

Typing Speed (45+ wpm)

Flexibility

Education

High School Diploma

Tools

CRM Systems

Job description

Customer Experience Representative (Contract)

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Who are we?

United Natural Foods Inc. (UNFI) is the leading distributor of all natural, organic, and specialty foods! We transform the world of food for our associates, customers, and the families we serve every day! Our mission is simple: to provide healthier food choices to people everywhere. Better Food, Better Future!

As part of our Customer Experience team, you'll help us #MoveFoodForward through administration, data entry, and providing exceptional service to our customers!

Read on about our contract opening on the Customer Experience team!

Position: Customer Experience Representative

Job Type: Full Time Contract – 1 year (Please note due to contract, this role does NOT include benefits)

Schedule: Monday-Friday

Location: Richmond, B.C.

Working Conditions: Remote (While considered remote, incumbent will be required to attend in-person meetings when assigned by management)

Expected Compensation: $41,500.00 per year

Purpose:

The Customer Experience Rep. provides an excellent customer experience and maintains strong professional relationships with internal and external customers. Acts as the primary reference point assisting with multimedia ordering devices and the UNFI Web. Assists customers nationally with order and claims processing, order status, and troubleshooting issues. Participates in sales and other customer communication events. Remains in compliance with established performance metrics that support the desired Customer Experience and assists in populating data into the Customer Relationship Management (CRM) system. Completes related records, data entry, order processing, reports, and documentation. Aids and assists in the deployment of new tools, system implementation, and upgrades.

Job Responsibilities:

1. Assist customers with orders, claims, and furnish information on products.
2. Responsible for the entry of customer orders by order deadline that are received by phone, fax, electronically, and/or email.
3. Assist customers in the call queue.
4. Process credit card payments, order acknowledgments, and manage exceptions to prevent errors.
5. Promptly and courteously resolve customer questions and problems or refer them to appropriate personnel.
6. Assist customers with general UNFI website questions.
7. Maintain compliance with performance metrics supporting the optimal customer experience.
8. Provide pricing, discounts, billing, and shipping information. Support outbound call campaigns from Logistics. Research and resolve order and claims issues.
9. Populate data and participate in workflow processes within CRM and other systems.
10. Support department leadership with dashboard statistics.
11. Complete reports, records, and documentation as assigned.
12. Participate in customer surveys, sales incentives (Spifs), and call campaigns.
13. Resolve issues promptly using CRM or equivalent systems.
14. Inform management of activities and significant problems.
15. Perform other duties as required.

Job Requirements:

Education/Certification:

• High School Diploma

Experience:

• 2-3 years of call center or related business experience
• Experience in customer service/support roles required

Knowledge:

• Willingness to learn about company products, policies, and procedures

Skills & Abilities:

• Excellent verbal and written communication skills
• Professionalism and integrity
• Ability to work in a fast-paced environment
• Independence and teamwork skills
• Pleasant phone manner
• Flexibility and adaptability
• Attention to detail
• Multitasking and meeting deadlines
• Typing speed of 45+ wpm
• Basic 10-key by touch

Reasons to apply at UNFI Canada:

• Competitive salary
• Paid vacation and sick days
• Employee discount on organic foods
• Friendly team environment
• Remote work opportunity
• Our mission and values: providing better food choices for everyone

Our Commitment:

UNFI promotes diversity and inclusivity. We provide full accommodations during recruitment and employment processes. Please contact HR for any specific needs.