Specialist, Product Support

Full time

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Milton, Ontario

Position Summary:

Utilizes knowledge and expertise of products, services and resources to provide Sales with strategic, profit maximizing solutions. Provides Sales with exceptional on-demand support for item/vendor related questions in order to execute sales strategies. Delivers prompt and thorough support, focused on speed to resolution.

Essential Functions:

Serves as the single point of contact to Sales for product, inventory/availability and price related questions
Provides consultative services on product category with frontline sales and internal customers as requested to achieve category goals.
Researches and identifies solutions that deliver prompt and thorough responses to Sales questions
Responsible for the question and follow-up response to sales, ensuring that they own tracking down any additional questions/information needed from other departments in order to provide a thorough response back to Sales.
Provides critical thinking, creative solutions and strong communication for product info with insight beyond what is in the system. This includes product matches, product substitutions, product availability and as well as general product info like features, benefits, applications, etc.
Develops and maintains high level of industry/product expertise to be primary knowledge source for assigned categories

Works with customers directly on product related questions, when appropriate, in support of the Sales team
Receives requests via phone, email, IM or video call.

Product Support

Single point of contact for product related questions, including matches, item attributes, substitutes, product applications, etc.

Pricing Support

First point of contact for sales questions related to product pricing
Responsible for escalating unresolvable cost for price related requests to the Revenue Management team and assure prompt follow up from the Revenue Management team back to the sales force

Inventory Support

First point of contact for inventory and product availability questions for the sales team.
Responsible to escalating inventory related inquiries to Supply Chain team and assure prompt follow up from Inventory team back to sales force

Knowledge / Skills / Abilities:

High School / Equivalent Rewquired
Bachelor Degree in Business, Marketing or a related field preferred
Bilingual (English & French) is an assett

Must have basic knowledge of assigned product categories and marketing segments.
Must have good time management, administration, and organizational skills and attention to detail.
Knowledge of principles and processes for providing customer services. This includes customer needs assessment, meeting quality standards for services, and evaluation of customer satisfaction.
Proficiency in analyzing information; able to use analytics and associated tools (e.g., Excel, Google) in creative ways to tell the product story, garner buy‐in, provide insights and to support decision‐making.

We thank all applicants for their interest, however only those selected for the next stage will be contacted. Gordon Food Service is an equal opportunity employer who strives to provide an inclusive work environment that involves everyone and embraces the diverse talent of its people. All qualified applicants and employees will receive consideration for employment, or in terms or conditions of employment, without regard to any enumerated or analogous grounds of discrimination, including race, religious beliefs, colour, gender, gender identity, gender expression, physical disability, mental disability, age, ancestry, place of origin, marital status, source of income, family status, sexual orientation or status as a qualified individual with disability.

If you require reasonable accommodation for any part of the application or hiring process due to a disability, please submit your request to talentcanada@gfs.com and use the words “Accommodation Request” in your subject line.

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