Customer Service Representative

RahrBSG is looking for an Account Representative in Guelph, ON or Delta, BC. The Customer Service Representative serves as the primary interface between the company and our customers in a professional team environment. Key responsibilities include providing customer support and account management, addressing inquiries, researching concerns, escalating either as needed, managing complex order fulfillment processes, and maintaining expert knowledge about company products or services to ensure customer support standards are continuously met. The Customer Service Representative is dedicated to fostering strong customer relationships, ensuring customer satisfaction, and driving business growth through exceptional service and strategic account management.

BENEFITS & PERKS

• Competitive pay starting at $23/hr and up
• Extended benefits
• Continuous learning opportunities to help you develop your skills and grow your career
• Generous paid time off so that you won't miss those important life moments
• Separate paid sick time off policy
• 12! Annual paid company holiday
• Generous RRSP Contribution

ROLES AND RESPONSIBILITIES

Customer Relationship Management

• Serve as the primary point of contact for assigned customer accounts, building and maintaining strong, long-term relationships.
• Proactively review customer accounts to identify and address their evolving needs, ensuring tailored solutions are provided.
• Act as a positive and professional company advocate in all interactions with internal and external stakeholders.

Issue Resolution & Support

• Handle daily customer service inquiries and concerns, conducting thorough research to resolve issues efficiently.
• Process customer account adjustments and troubleshoot solutions, escalating complex matters to appropriate departments when necessary.
• Ensure timely and satisfactory resolution of all customer issues, including creating and managing service tickets.
• Provide reliable follow-through on all customer requests and commitments.

Order and Logistics Management

• Process and manage complex customer orders, ensuring accuracy, productivity, and efficiency.
• Conduct research to verify freight rates and coordinate deliveries with carriers utilizing our transportation management system.
• Monitor order status and provide customers with timely updates.

Cross-Functional Collaboration

• Work cross-functionally with various departments (e.g., Sales, Distribution Centers, Logistics, Supply Chain) to coordinate order fulfillment, resolve issues, and enhance the overall customer experience.
• Communicate daily with relevant internal teams to ensure all groups are informed and aligned.

Data Management and Compliance

• Maintain and update customer-related information systems to ensure accurate records and efficient data retrieval for inquiries.
• Operate within company standard operating procedures (SOPs) and meet performance targets/KPIs for customer satisfaction and service delivery.

Continuous Improvement and Development

• Engage in regular training and self-development to continuously improve professional skills, product, company, and industry knowledge.
• Provide support across various territories as needed, adapting to operational requirements.
• Perform additional duties as requested to support, assist, and enhance the company’s goals and objectives.

MINIMUM EDUCATION & WORK REQUIREMENTS

• A two-year certificate from college or technical school; or six months’ related experience and/or training; or equivalent combination of education and experience.
• Strong computer knowledge/proficiency in Microsoft Office, and advanced Excel skills are preferred.
• Experience with Microsoft Dynamics and Salesforce is a plus.
• Knowledge of and experience with homebrewing/home fermentation and/or the beer industry is preferred.

KNOWLEDGE, SKILLS, AND ABILITIES:

• Customer Service Expertise: Comprehensive understanding of customer service best practices, including complaint handling, information provision, and ensuring customer satisfaction.
• Product & Company Knowledge: Knowledge of company products and services, with the ability to learn quickly and translate knowledge into tailored solutions.
• Communication & Interpersonal Skills: Exceptional verbal and written communication, negotiation, and interpersonal skills to effectively interact with diverse internal and external customers.
• Problem-Solving & Decision Making: Proven ability to identify, analyze, and resolve issues efficiently, make quick and informed decisions, and manage difficult or emotional customer situations with empathy.
• Attention to Detail: Meticulous attention to detail to ensure accurate information, correct record-keeping, and precise order processing.
• Adaptability & Flexibility: Ability to quickly learn new processes, follow documented workflows and procedures, address a wide range of issues, and adjust to different customer personalities, needs, and situations.
• Time Management & Organization: Strong time management skills, with the ability to manage competing priorities under pressure and meet deadlines.
• Self-Motivation & Proactiveness: Self-motivated and driven, proactively seeking responsibilities, taking initiative, and open to continuous feedback for professional growth.
• Team-oriented, focused on promoting a positive workplace.
• Committed company advocate with the proven ability to maintain a positive, professional attitude with internal and external customers.

Rahr is a family-owned global leader and trusted partner to the craft beverage industry, proudly supporting breweries, wineries, distilleries, cideries, and storefronts with premium supplies and ingredients since 1847. With over 175 years of expertise, Rahr combines tradition with innovation to meet the evolving needs of our customers and the craft beverage community.

Headquartered in Shakopee, MN, Rahr Corporation is a fifth-generation family business. We are committed to providing the highest quality products and services to our customers, ensuring they can create beverages that inspire and delight. Our offerings include an extensive range of barley malts, hops, adjuncts, and other brewing essentials, designed to support beverage makers of all sizes and styles.

At Rahr, we value quality, innovation, and collaboration. We’re passionate about crafting excellence and fostering the growth of the craft beverage industry while upholding our family-owned values and commitment to sustainability. Join us and become part of a legacy dedicated to supporting the artistry and success of beverage makers worldwide.