National Customer Contact Centre Representative

Andrew Peller Limited

3d•CA$45,000 - CA$50,000•Onsite

About The Position

The National Customer Contact Centre Representative delivers an exceptional customer experience by overseeing the seamless and timely delivery of wine shipments that consistently meet—and exceed—customer expectations. In this dynamic role, you will manage the end-to-end administration of both internal and external orders, ensuring accuracy, efficiency, and proactive communication at every stage. You will also build and nurture strong relationships with stakeholders, acting as a trusted partner while expertly navigating and executing established operational processes to keep orders flowing smoothly from start to finish.

Requirements

High level of product knowledge
Post-secondary diploma
Best in Class customer service skills
Congenial, pleasant and tactful and able to maintain composure under stressful conditions
Exceptional computer skills and knowledge
Adept at complaint resolution and autonomous decision making.
Accuracy and attention to detail
Ability to multi-task

Nice To Haves

French/English bilingualism is an asset

Responsibilities

Process customer orders and inquiries in a timely manner.
Process customer returns and credits in a timely manner.
Suggest additional and/or alternative products to meet customer needs.
Build relationships with customers via telephone and email.
Effectively communicate with a national customer base with diverse and unique needs.
Adept at complaint resolution, autonomous decision making within set parameters and understanding the complaint elevation process.
Support management and trade channel managers through feedback.
Create and validate upload and import files for order management interfaces.
Investigate and resolve undeliverable and returned shipments with delivery companies and customers.
Follows safe work procedures and practices and reports all unsafe working conditions / hazards to their reporting Manager.