Office Administrator & Customer Care

Office Administrator & Customer Care

Position Summary
Top Hand Supplies is the raw pet food manufacturer of Pets Go Raw located in Cranbrook, BC. We are seeking a Office Administrator with Customer Care experience to add to our team. Knowledge of raw pet food and raw feeding will be considered an asset. This position is responsible for providing excellent internal and external Customer Care, maintaining strong professional relationships, performing a wide variety of administrative duties, and creating sales.

Assist customers with new orders, advise the status of orders, and provide information on new products. Communicate changes in customer delivery schedules and routing, including order deadline and delivery status. Courteously and promptly resolves customer questions and problems or properly refers them to appropriate personnel. Remain in compliance with established performance metrics that support the desired Customer Experience and assist in populating data into company systems. Complete related records, reports, and documentation.

Duties & Responsibilities

● Assumes responsibility for the accurate entry of customer received orders.
● Maintaining customer account information utilizing business systems.
● Processes orders for order deadline, including data entry and remains available to answer inbound calls.
● Responsible for all orders by processing and ensuring that account minimums are met or freight is applied and communicated to the store.
● Assumes responsibility for effectively performing miscellaneous Customer Care functions including customer returns and processing loyalty credits.
● Review customer order deadlines and deliveries to provide customer updates with current ETA’s.
● Works occasional overtime as required to meet deadlines communicating late route calls.
● Supports decisions made by the manager that could affect the productivity of the department.
● Assumes responsibility for establishing and maintaining professional working relations with customers and coworkers.
● Resolves questions, requests, and problems promptly and courteously utilizing the company systems.
● Provides superior Customer Care to support the company desired customer experience.

● Creative aptitude for writing engaging social media content would be a bonus
● Communicate effectively with all internal operations including administration, manufacturing, warehousing, & logistics.
● Keeps management informed of area activities and of any significant problems.
● Performs other job duties as required.
● Maintain an understanding of and alignment with the company's values, vision, mission, and goals.

Qualifications & Skills

● Willingness to acquire knowledge of company products and sales policies and procedures

● Proficient in standard business systems, Quickbooks, Microsoft, G-Suite and social media platforms
● Excellent communications skills, both verbal and written
● Able to work in a fast-paced environment
● Able to work independently as well as part of a team
● Pleasant phone manner
● Flexible with the ability to adjust to change
● Attention to detail
● Ability to multi-task to complete projects with multiple deadlines in an accurate and timely manner
● Handle challenging situations with professionalism and control
● Be a contributor to the company's continuous improvement through free input and ideas
● Ability to track order delivery progress and communicate effectively with drivers and customers to ensure everyone has a positive experience.

Working Conditions
● Open office environment
● Extended periods of sitting or standing
● Temperature controlled
● Repetitive tasks

Salary & Benefits
● $40,000-50,000 a year starting salary
● Extended health care
● RRSP matching program
● Free pet food program

Job Type: Full-time

Salary: From $40,000.00 per year

Benefits:

• Casual dress
• Company events
• Company pension
• Dental care
• Discounted or free food
• Extended health care
• Flexible schedule
• Life insurance
• On-site parking
• Paid time off
• RRSP match
• Vision care

Flexible Language Requirement:

• French not required

Schedule:

• Monday to Friday

Education:

• Secondary School (required)

Experience:

• Call center: 1 year (preferred)
• Customer service: 1 year (preferred)

Work Location: In person