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. Pr…

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