Customer Service Specialist

About Fresh City:

Fresh City is an award-winning urban farm and omni-channel retailer. Founder-led, we’re on a mission to help people better the world through their food choices. More than one decade after we first began, our belief in that is even stronger. Every day, we deliver organic produce, chef-inspired and made from scratch prepared foods, bespoke meats and more to thousands of Greater Toronto Area families. We also farm in Downsview Park, where we also operate a farmer incubator program.

In 2018, Fresh City acquired Mabel’s Bakery, a popular bakery in Toronto producing artisan breads and pastries, and shortly after acquired The Healthy Butcher, a pioneer in organic and 100% Grassfed beef, in 2019. In 2022, subscription-based organic produce and grocery delivery company Mama Earth Organics was added to the lineup of brands making Fresh City the largest organic online retailer in Ontario.

With five retail locations and home delivery across the GTA between our four brands, the Fresh City family of brands continues to bring farmers, makers and eaters together to deliver a food experience that respects our bodies, our planet, and our shared tomorrow.

Food is our passion. We proudly employ over 300 employees across our four brands including our farm, our two warehouses, our food production facilities, our offices and our retail locations. We’re continuously advancing our culture of belonging, where everyone feels seen, heard, valued and free to be their authentic selves.

What’s in it for you!

• Food Discounts across Fresh City, Mama Earth, The Healthy Butcher & Mabel’s Bakery
• You’ll be putting more food dollars into local farms so they can continue to grow the most nutritious and delicious produce while preserving farmland and biodiversity in Ontario.
• You’ll be supporting the creation of a local food system, built on principles of sustainability and biodiversity, and demonstrating that this can be both financially sustainable for farmers and affordable for consumers
• You’ll be joining a thriving business driven by an experienced leadership team who have built successful businesses
• You’ll be joining a team of talented, fun people who take pride in supporting the Local Food System

What you will be doing:

• Responding to customer enquiries via email, text, phone and social channels
• Helping new customers complete the sign-up and ordering process
• Helping the business determine where problems occur
• Updating customer accounts and preferences
• Providing info about our farms, prepared foods (made in our kitchens) and products
• Work closely with colleagues across Fresh City including: Logistics, IT, Marketing, Operations, Purchasing, Finance and others to drive improvement in reporting, quality, and service
• Achieve team and individual Key Performance Indicators (KPI’s) and guidelines to ensure exceptional customer follow up
• A creative problem solver, able to make quick yet knowledgeable decisions based on data and company best practice
• All other tasks and assignments as assigned

What you will bring to the table:

• Passionate about making our customers happy (patient, courteous and positive)
• Strong written and verbal communicator (clear and concise)
• Computer literate (quick and comfortable with computers) and excellent typing skills
• Strong ability to multitask
• Detail oriented and able to stay organized
• Can work both independently and collaboratively in a team setting
• Not afraid to ask for help
• Have some Customer Service experience and office experience (at least 1 year)
• Familiarization with various social channels is an asset
• Interest/knowledge in organics/environment/local food an asset
• Knowledge and proficiency with Google Suite and Excel is an asset
• Previous knowledge of Zendesk is an asset

Things you should know

• Must be able to work on a computer for the duration of your scheduled shift
• Customer Support hours require that there will be day, evening and weekend shifts
• Your primary location will be the Peterborough office located at 730 the Kingsway Peterborough