ABOUT OUR COMPANY

Sweets from the Earth is a family run, vegan commercial bakery manufacturing a wide range of products for retailers and foodservice operations across Canada. For the fourth consecutive year, we have been named one of PROFIT 500 Canada’s Fastest-Growing Companies. As a proud plant-based manufacturer with an emphasis on organic and non-GMO ingredient sourcing, we boast a reduced-footprint operation compared to conventional food manufacturers. We are currently operating out of our third production facility in North Toronto that has excellent TTC access and have a fantastic opportunity for someone to join our organization as a Customer Experience Coordinator

ABOUT THE ROLE

The Customer Care Coordinator supports the customer service, sales and operations group by handling all incoming retail and online customer inquiries, processing orders & helping customers gain a better understanding of our products. We are a customer driven organization catering to special diets and allergies while focusing on sustainable agriculture and the green food industry. The job is fast paced, involves a high degree of customer service and organizational skills, and is the best launching pad for a career in our company. You also get to take advantage of our free samples and employee discounts on all our wonderfully delicious products.

PRIMARY RESPONSIBILITIES

Handle all phone and email inquiries from retail customers, complete customer order processing (data entry), assist with product recommendations & up-selling, handle retail customer complaints & resolution process, coordination of any special customer orders, provide back-up to retail outlet team with sales, merchandising, promotions and orders/logistics team with administrative support & order processing for retailers and distributors, inventory control. Greeting all customers to Sweets from the Earth in a friendly, helpful manner and managing flow of traffic are key functions.
On a typical day, you might:
· Act as the first point of contact for all retail customers, you will focus on creating a positive, unique & engaging customer experience across all retail mediums. You will initiate, develop & maintain positive brand connections with each retail customer with the goal of increasing brand awareness, brand loyalty & enhancing retail sales.
· Field a high volume of incoming calls from retail customers
· Handle all retail customer email inquiries & work with Manager to develop/update response type SOP’s
· Generate invoices for customer orders using our proprietary web-based invoicing platform
· Process in store retail purchases using POS system
· Fulfill all food service tablet orders in an accurate & timely manner
· Manage all food service reviews & increase/sustain acceptable performance ratings
· Monitor inventory of retail outlet & coordinate product transfers from warehouse.
· Maintain knowledge of customer requests and purchasing trends while updating customer profiles.
· Impact sales through new customer education programs & thorough product knowledge.
· Coordinate with marketing & enhance retail customer experience through social platforms and drive in store foot traffic.
· Assist in developing & executing retail sales opportunities, promotions & loyalty programs.
· Educate retail customers and consumers about sweets from the earth products, unique selling points, ingredients, allergens, controls, etc.
· Support to maintain the visual standards in the store
· Liaise between Production, Office Manager & customers to ensure broader customer expectations are met.
· Participate in promotional marketing campaigns and other special projects as directed.
· Assist in other customer service or sales duties as required.