Company Overview:
The La Rocca tradition of dessert making began 60 years ago in Naples, Italy. Our family’s passion for the art of baking inspired the many original and unique recipes we have today. In 1986, La Rocca Creative Cakes was established in Canada. Over the last forty years, we’ve grown to become one of the most respected artisanal dessert manufacturers in North America.
Today, as part of the Sammontana Italia family, La Rocca brings together European craftsmanship and modern scale to deliver premium cakes to thousands of grocery, foodservice, and fine food partners. We are entering an exciting phase of growth and modernization under La Rocca.
Role Purpose:
The Customer Service Representative (CSR) is responsible for delivering exceptional customer experiences by addressing inquiries, resolving issues, and providing accurate information in a timely and professional manner. This role serves as the primary point of contact between the company and its customers, ensuring satisfaction, building trust, and fostering long-term relationships while supporting overall business objectives.
Reports to: CSR Supervisor
Key Responsibilities:
- Provide superior overall customer service to both the internal and external customer base, ensuring orders are processed within production lead time requirements.
- Responding to customer inquiries both on the phone and via email; proactive to inbound and outbound customer contacts to solicit orders.
- Strong ability to improve customer satisfaction by keeping customers well informed; upsell existing customer base on seasonal offerings, new products, and account specific promotions.
- Manage major customer accounts, providing process, materials and/or product expertise.
- Receipt and processing of requests for sales orders, order changes, adjustments, and cancellations.
- Additional functions include but are not limited to – credits, maintaining customer records by updating account information.
- Open up new customers by recording new account information, providing Credit Applications.
- Recommends potential new products to management by collecting customer information and needs.
- Coordinate and record orders between customers, the sales team, and management.
- Communicate any issues concerning orders to all pertinent personnel.
- Assisting the team if other CSR’s are backlogged, administration, coordinating deliveries, etc.
- Work as a team to accomplish related departmental daily and weekly deadlines.
- All other duties as assigned.
Core Competencies:
- Ethical Behaviour – Ensure all dealings are transparent, fair, and compliant.
- Teamwork – Collaborate across departments to achieve business goals.
- Relationship Building – Maintain strong vendor and internal team relationships.
- Communication – Clear, timely, and professional written and verbal communication.
- Decision-Making – Evaluate risks and opportunities effectively.
- Organization & Planning – Prioritize procurement and logistics activities to meet operational needs.
- Problem Solving – Quickly address supply chain or logistics disruptions with effective solutions.
Knowledge & Skills & Abilities:
- 2-4 years of relevant work experience required, preferably in a CPG or food service industry.
- Excellent communication skills required (listening, writing, speaking).
- Strong problem-solving abilities with attention to detail.
- Outstanding interpersonal skills to develop strong professional relationships with customers.
- Familiarity with ERP software/EDI implementation; experience with Microsoft NAV / BC365 an asset.
- Experience with Google G Suite.
- Experience with booking cross border freight.
Pay: $45,000.00-$50,000.00 per year
Benefits:
- Dental care
- Disability insurance
- Extended health care
- Life insurance
- Vision care
Work Location: In person
