Term                             : Part-Time

Location                        : Vancouver

Position Summary

The Customer Service Representative acts as a primary contact for the day to day service and liaison between customers and sales. The incumbent is responsible for the daily order taking and processing of customer orders on an accurate and efficient basis.  The incumbent is also required to respond to enquiries and emergencies, handle and investigate complaints and liaise with different departments to relay information to the customers and vice versa.

Major Position Accountabilities

l           Take live calls and confirm purchase orders.

l           Retrieve messages and order purchase from voice mail during off hours.

l           Process telephone enquiries by routing calls, paging and taking messages.

l           Type up orders and generate delivery notice on the computer.

l           Be a second checker on mass orders to ensure 100% accuracy.

l           Make outbound calls to customers or brokers from the DSD & Mass Market Call-Out List.

l           Coordinate with shipping and warehousing department to ensure the correct orders are taken and shipped out in a timely manner.

l           Post orders when the deliveries are completed.

l           Prepare Standing Orders by typing new delivery note for each customer with specific orders on a daily list for next day delivery.

l           Inform Production department of mass and special orders in advance.

l           Inform Inventory Control Analyst of shortages or special large orders on any single item.

l           Report complaints and incidents to immediate supervisor and/or other departments when necessary.

l           Liaise with Sales team about customers’ comments and needs.

l           Respond accurately to a wide range of enquiries ranging from Sunrise products to status of orders, shipping time etc.

l           Handle and resolve customer complaints when appropriate.

l           Daily adjustment of invoices and work with the Accounting department.

l           Serve and handle cash sales from pick-up customers (for weekends) or as a backup for the shipping department.

l           Generate daily/weekly/monthly reports from the system for tracking purposes.

l           Count and verify the money returned by drivers at the end of the working day and make any adjustments deemed necessary.

l           Process credits or debits to DSD customer with their next order.

l           Handle any stock shortages in a timely manner and notify the parties/departments/customers involved immediately.

l           Perform any other related duties assigned by the Manager.

Working Conditions

·         Work primarily in an air-conditioned office environment.

·         90% of the work is performed at a computer station.

·         Shift rotations (AM or PM)

·         Full time positions – 40 working hours a week

Job Specifications

Formal Education

l           High school graduate

Related Experience

l           A minimum of one year customer service experience

Other Requirements

·         Excellent interpersonal and communication skills to interact with customers and staff at all levels of the company.

·         Professional telephone and customer service skills.

·         Strong organizational skills, with the ability to multi-task.

·         Self-motivated and detailed-oriented.

·         Ability to prioritize, meet deadlines and work under pressure in a fast-pace working environment.

·         Bilingual in English and Cantonese a definite asset.

·         Ability to speak Mandarin considered an asset.

·         Proficient in Microsoft Office, primarily Word and Excel.

·         Ability to work independently as well as in a team environment.

Application Procedure

If you are interested in this position, please send your resume to us via fax, email or mail to:

Human Resources Generalist
Sunrise Soya Foods

729 Powell Street

Vancouver BC V6A 1H5

Fax: (604) 254-2828

Email: humanresources@sunrise-soya.com