Customer Service Representative

About the Company

Export Packers Company Limited is a multi-faceted, growth-oriented international food company. Since 1937, this privately owned family company based in Ontario, Canada, has built itself into a global food expert, providing exceptional service and innovative solutions to its industry partners. The company’s success is driven by its dedicated employees' professionalism and entrepreneurial spirit. Our Head office is located in Brampton, Ontario.

Role Summary

We are seeking a customer-focused and detail-oriented Customer Service Representative to support our Retail Sales team by ensuring the accurate and timely execution of customer orders and providing exceptional service to retail customers. This role serves as a key liaison between customers and internal departments, coordinating order fulfillment, maintaining customer and pricing information, managing inventory-related activities, and resolving issues to ensure a seamless customer experience.

Responsibilities

• Manage the end-to-end order process for retail customers, ensuring accurate order entry, timely processing, and exceptional customer service.


• Serve as the primary point of contact for retail customer inquiries, resolving issues and providing timely updates to ensure customer satisfaction.


• Maintain and update customer account information, pricing, contracts, and Electronic Data Interchange (EDI) records, ensuring accuracy within the ERP system.


• Analyze sales, inventory, and order data to identify shortages, monitor inventory levels, and support customer fulfillment requirements.


• Work closely with Operations to coordinate customer deliveries, monitor incoming containers, and track direct shipments to ensure on-time delivery.


• Process customer rebate programs and maintain accurate supporting documentation.


• Assist with investigating customer deductions, identifying root causes, and supporting timely resolution.


• Generate and distribute regular reports for retail customers, including sales, inventory, rebates, and other operational metrics.


• Prepare general correspondence and maintain accurate customer records and documentation.


• Support the Retail Sales team with administrative activities, special projects, and other duties as assigned.


• Other duties as assigned.

Qualifications/Skills

• 2+ years of experience in customer service, sales support, order management, or a similar role, preferably within the food or consumer packaged goods industry.


• Post-secondary education in Business Administration, Supply Chain, or a related field is an asset.


• Strong customer service and relationship management skills with the ability to communicate professionally with internal and external stakeholders.


• Advanced proficiency in Microsoft Excel and strong data entry skills with a high degree of accuracy.


• Strong mathematical aptitude, including the ability to work confidently with weights, measurements, pricing, and calculations.


• Experience working with ERP systems; Microsoft Dynamics NAV/Business Central experience is an asset.


• Knowledge of EDI processes, inventory management, purchasing, production planning, or accounts receivable is considered an asset.


• Highly organized with exceptional attention to detail and the ability to prioritize multiple tasks in a fast-paced environment.


• Strong analytical, problem-solving, and administrative skills with sound business judgment.


• Collaborative team player with a proactive approach and commitment to delivering high-quality work.


• This position is based in a professional office setting, with work primarily performed at a desk using a computer, phone, and other standard office equipment.

Benefits

• Hybrid – 1 day work from home per week


• Summer hours


• Competitive vacation and Personal day policy


• Employee Discounts on consumables


• Employee Assistance Program


• Company Paid Benefits


• RRSP Match Program

The annual base salary for this role is expected to fall between $50,000 and $60,000.

This is an existing vacancy.

Export Packers is an equal opportunity employer committed to promoting diversity of thought, ideas, perspective and people. We create an inclusive environment that attracts, retains and values people of all backgrounds by treating all people in a way that allows them to maintain their dignity and independence through inclusion, integration and equal opportunity. We are committed to meeting the needs of those who interact with Export Packers in accordance with Federal and provincial laws.

In accordance with the Ontario Human Rights Code, Accessibility for Ontarians with Disabilities Act, 2005, Export Packers has an Accommodation Policy as part of our hiring process. Should you require accommodation, please advise the People & Culture Department.

Please note: A criminal background check is required for all candidates and will be conducted in the final stages of the hiring process. This will be facilitated by our team, with full details provided during the selection process.