Customer Service Representative (12 month contract)

Nestle Operational Services Worldwide SA • North York, ON

1d • CA$58,000 - CA$60,000 • Remote

About The Position

The Customer Service Representative for Nutrition & Health Business is responsible for handling all inbound calls from clients and ensuring consistent exceptional Customer Service is provided to each client, on each call. This position is an Existing Vacancy.

Requirements

• Minimum of 3 years of experience in customer service, preferably in a call center or high-volume customer support environment is required.
• Proven ability to manage customer inquiries through phone and email while providing a positive customer experience.
• Must be proficient in Microsoft Excel, including filtering, sorting, and navigating data.
• Must be a High School Graduate or equivalent experience or possess an equivalent qualification.

Nice To Haves

• Ability to communicate effectively in French to support a diverse customer base.
• Experience within the Natural Health Products, Consumer Health, or CPG industry.
• Experience using Salesforce or other customer relationship management platforms.
• Familiarity with Oracle JDE, Magento, or similar enterprise systems.
• Exposure to working in a fast-paced, customer-focused environment with high transaction volumes.

Responsibilities

• Handle all incoming calls in a timely, efficient and professional manner according to Call Quality Guidelines
• Processing all orders received by phone, fax, or email according to order entry procedures with attention to accuracy and timelines
• Ensure Call Quality consistency with every customer contact according to established call quality behaviours.
• Handle all inquiries requiring investigation, troubleshooting, and problem solving efficiently and expertly to provide resolution within 24 hours
• Communicate all pertinent client and situation information to colleagues to ensure everyone has all the current updates and information pertaining to a particular client situation
• Participate in all product training sessions including but not limited to attending webinars and seminars as required
• Increase education and awareness of products and informative programs by pro-actively promoting featured products, special promotions, and instructional services
• Ensure cross-selling and upselling at every opportunity according to individual and team goals
• Conduct outbound calls as required to ensure effective communication with client regarding issues and inquiries, as well as backorder updates, promotions, and special projects
• Interact and connect with all other departments to ensure all clients’ needs are not just met, but are exceeded.
• Provide assistance to team-mates and colleagues as required
• The Inside Sales Team on all potential sales opportunities, including Product Information Sessions, and product-related inquiries.

Benefits

• Fully Remote work setup.
• Excellent training and development programs as well as opportunities to grow within the company
• Up to 50% off – Nespresso Coffee Machine, Capsules and accessories
• Access to the Discount Company store with Nestlé, Nespresso, and Purina products (Located across various Nestle offices/sites)
• Additional discounts on a variety of products and services offered by our preferred vendors and partnerships

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED