Customer Service Representative (12 month contract)

Position Snapshot

Business area: Nestle Canada Inc.

Location:  North York, ON located at 25 Sheppard Ave W, North York, ON M2N 6S8

Remote

A little bit about us

While Nestlé is known for KitKat®, Gerber®, Nescafe®, and Maggi®, our recipe for success comes down to one thing: our people. 

We strive to lead a people-focused culture that empowers employees to bring their authentic selves to work each day. There are 3,400+ members of Nestlé Canada celebrated for taking action using agility, courage, and trust to find solutions that benefit the business or greater good. We’re a team of changemakers, who are curious and challenge the status quo, that take risks that will help drive us forward.

Our focus is not only on nourishing our customers, but also about enriching you. We know that empowerment leads to strong employee engagement, a great work culture, and motivated employees.

What to Expect:

The Customer Service Representative for Nutrition & Health Business is responsible for handling all inbound calls from clients and ensuring consistent exceptional Customer Service is provided to each client, on each call. This postiton is adn Existing Vacancy.

A day in the life:

• Handle all incoming calls in a timely, efficient and professional manner according to Call Quality Guidelines
• Processing all orders received by phone, fax, or email according to order entry procedures with attention to accuracy and timelines
• Ensure Call Quality consistency with every customer contact according to established call quality behaviours.
• Handle all inquiries requiring investigation, troubleshooting, and problem solving efficiently and expertly to provide resolution within 24 hours
• Communicate all pertinent client and situation information to colleagues to ensure everyone has all the current updates and information pertaining to a particular client situation
• Participate in all product training sessions including but not limited to attending webinars and seminars as required
• Increase education and awareness of products and informative programs by pro-actively promoting featured products, special promotions, and instructional services
• Ensure cross-selling and upselling at every opportunity according to individual and team goals
• Conduct outbound calls as required to ensure effective communication with client regarding issues and inquiries, as well as backorder updates, promotions, and special projects
• Interact and connect with all other departments to ensure all clients’ needs are not just met, but are exceeded.
• Provide assistance to team-mates and colleagues as required
• The Inside Sales Team on all potential sales opportunities, including Product Information Sessions, and product-related inquiries.

Role Requirements

• Minimum of 3 years of experience in customer service, preferably in a call center or high-volume customer support environment is required.
• Proven ability to manage customer inquiries through phone and email while providing a positive customer experience.
• Must be proficient in Microsoft Excel, including filtering, sorting, and navigating data.
• Must be a High School Graduate or equivalent experience or possess an equivalent qualification.

Nice-to-Have Skills

• Ability to communicate effectively in French to support a diverse customer base.
• Experience within the Natural Health Products, Consumer Health, or CPG industry.
• Experience using Salesforce or other customer relationship management platforms.
• Familiarity with Oracle JDE, Magento, or similar enterprise systems.
• Exposure to working in a fast-paced, customer-focused environment with high transaction volumes.

Benefits

• Fully Remote work setup.
• Excellent training and development programs as well as opportunities to grow within the company 
• Up to 50% off – Nespresso Coffee Machine, Capsules and accessories 
• Access to the Discount Company store with Nestlé, Nespresso, and Purina products (Located across various Nestle offices/sites) 
• Additional discounts on a variety of products and services offered by our preferred vendors and partnerships 

Compensation Range: CAD 58,000 – CAD 60,000

At Nestlé Canada, we are committed to transparency and fairness in our compensation and job posting practices. This position offers a competitive salary within the range specified above, aligned with our commitment to equitable pay practices.

What you need to know

We will be considering applicants as they apply, so please don’t delay in submitting your application. 

Nestlé Canada is an equal-opportunity employer. The principles of diversity, equity, inclusion, and accessibility are vital to how we operate. We strive to foster a respectful and supportive environment where individuals feel valued and empowered to contribute and succeed.

If you are invited to participate in the recruitment process and require an accommodation, please inform Human Resources. Nestlé will work with you to ensure full participation.