Job Function - Customer Care and Inside Sales
Employee Type - Regular Employee FT Hourly
Shift/Hours – Varies; 8 hour shift between the hours of 7:00 AM and 8:00 PM
About This Opportunity
As a Customer Solutions Agent (CSA), you are the expert in Sales and Service, in our omni-channel contact center environment, to deliver customer needs. The Customer Sales Solutions Centre (CSSC) offers exceptional world class service to customers across Canada. Our Customer Solutions Agents deepen customer relationships and are responsible for assisting existing customers to process their beverage orders, execute an equipment service request, and handle customer service inquiries, while accessing and updating multiple systems. This role is critical in supporting the Coke Canada goal of becoming the world’s best independent bottler. You will succeed if you are customer focused, have a strong ability to find the right solution, motivated to achieve sales and service targets, deeply understand our product, execute accurate processes, and can multitask.
We have a hybrid model. You will be required to work a combination of both in office and at home. (Frequency varies by location)
Responsibilities
- Answer incoming calls for sales orders, customer support, equipment service, myCoke website support, and/or general inquiries.
- Execute customer support and equipment service tickets, process delivery requests, modify orders, execute reroute notifications, provide new product information etc.
- Effective handling of customer Chat inquires for the myCoke.com ecommerce platform.
- Participate in outbound calling projects and/or other Customer Solutions initiatives.
- Apply effective first call resolution practices when responding to questions/concerns.
- Strive to meet and exceed contact centre metrics.
- Accurately update customer information and transactions in the Salesforce database
- Successfully offer beverage products to established customers through up-selling and cross-selling to achieve volume and profitability targets.
- Act as a company ambassador by offering best programs and solutions to drive value.
- Deliver professional account management for designated Coca-Cola Customers.
- Utilize effective communication skills to ensure expectations are successfully achieved for both internal/external stakeholders.
- Research account call history and use applicable resources/tools to problem-solve and make appropriate decisions to meet customer’s needs.
- Escalate customer issues within established guidelines in timely manner.
- Understand performance targets to meet and/or exceed goals.
- Learn and abide by Coca-Cola Canada Policies and Procedures. Remain up to date with our product lineup, updates, and process revisions to immediately apply to customer interactions
- Access multiple system applications simultaneously to effectively provide sales and service
- Actively participate in team building and engagement activities.
- Remain on queue per schedule to ensure service levels are achieved daily
- Attendance, schedule adherence and punctuality are essential for this role
- Perform other duties per business needs, as instructed by Management Team
Qualifications
- High School Diploma or equivalent
- 1+ years customer service and/or customer sales experience (Contact Centre experience considered a strong asset)
- Must have excellent telephony/verbal communication skills
- Must have professional written communication skills
- Proven ability to multitask and pivot based on customer needs
- Proven ability to achieve sales, revenue, quality, and accuracy targets
- Demonstrated ability to provide outstanding customer service
- Ability to work independently and in a team environment
- Open to observation and coaching
- Strong ability to problem-solve and provide viable solutions based on customer needs and company objectives
- Experience working in multiple systems and applications
- Strong attention to detail and time management skills
- Demonstrated ability to understand, stay up to date and apply with policies/guidelines accurately
- Experience with Salesforce considered a strong asset
- Proficient with Microsoft Office
- Must have a private home office space (high speed internet connection) during at home shift(s)
About Us: Proudly Canadian and Independently Owned, We are Coke Canada!
Coca-Cola Canada Bottling Limited is Canada’s premier bottling company. We are an independently owned business encompassing over 5,800 associates, more than 50 sales and distribution centers, and 5 production facilities nationwide.
For more information about Coke Canada Bottling, please visit cokecanada.com
Important
All offers of employment at Coca-Cola Canada Bottling Limited (“Coke Canada Bottling”) are conditional upon a successful background clearance obtained through our contracted third-party vendor. The standard clearance requirements depend on the position and may include some or all of the following: criminal clearance, employment verification, education verification and drivers abstract review. Please advise the Talent Acquisition team if you have any questions or concerns in regards to this once you are contacted for further consideration.
Coke Canada Bottling is committed to creating a diverse and inclusive workforce with several programs, policies and resources in place to support our people. For individuals requiring accommodations or support throughout the recruitment process please contact our Talent Acquisition Services team by calling 1-844-383-2653 or email HR@cokecanada.com.
