Specialist, Product Support

Gordon Food Service•Calgary, AB

4d•Onsite

About The Position

Utilizes knowledge and expertise of products, services and resources to provide Sales with strategic, profit maximizing solutions. Provides Sales with exceptional on-demand support for item/vendor related questions in order to execute sales strategies. Delivers prompt and thorough support, focused on speed to resolution. The successful candidate must reside in commutable distance to the Calgary Distribution Centre.

Requirements

Must have basic knowledge of assigned product category and marketing segments.
Ability to understand, follow and create processes in order to complete projects.
Must have good time management, administration, and organizational skills and attention to detail.
Knowledge of principles and processes for providing customer services. This includes customer needs assessment, meeting quality standards for services, and evaluation of customer satisfaction.
Proficiency in analyzing information; able to use analytics and associated tools (e.g., Excel, Google) in creative ways to tell the product story, garner buy‐in, provide insights and to support decision‐making.
Must have good financial acumen and ability to learn and understand Margin, Pricing, Freight and other related financial metrics
Ability to inject creativity, fresh thinking, and new perspectives and to generate new and imaginative ideas, while using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problems.
Able to comprehend and contribute effectively during meetings, demonstrating good listening skills
Positive attitude, problem‐solver mentality, willingness to experiment and be creative.
Must have the ability to multi-task and be able to work “exceptional” hours including evenings and weekends and be able to take on new responsibilities with a strong desire to succeed.
Proficient communication skills ‐ both written and verbal ‐ to communicate effectively with a broad‐based team including diverse internal stakeholders and vendors.

Responsibilities

Serves as the single point of contact to Sales for product related questions
Provides consultative services on product category with Customer Development Specialist (CDS) and customers as requested to achieve category goals.
Researches and identifies solutions that deliver prompt and thorough responses to Sales questions
Responsible for the question and follow-up response to sales, ensuring that they own tracking down any additional questions/information needed from other departments in order to provide a thorough response back to Sales.
Provides critical thinking, creative solutions and strong communication for product info with insight beyond what is in the system. This includes product matches, product substitutions, product availability and as well as general product info like features, benefits, applications, etc.
Understands and engages others when additional involvement/support is needed.
Creates customer quotes for tabletop products utilizing AutoQuotes software
Develops and maintains high level of industry/product expertise to be primary knowledge source for assigned categories
Acquires and maintains knowledge of current US and Canada Gordon Food Service products and business solutions in order to provide/recommend appropriate solutions for Sales
Acquires and maintains a high awareness of vendor/product transitions, new items & discontinuations, inventory issues, QA issues, ETAs for new items, out of stock resolution, etc.
Works with customers directly on product related questions, when appropriate, in support of the Sales team
Receives requests via phone, email, IM or video call.
Performs other duties as assigned.
Works with Sales and Vendors to coordinate sample requests/orders.
Collaborate with vendors to request sample approval and coordinate delivery