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Job Overview
Location
Ontario, Canada
Job Type
Full-time
Category
Customer Service
Date Posted
November 19, 2025
Full Job Description
đź“‹ Description
- • Be the trusted voice of RahrBSG for French-speaking craft-beverage makers across Canada. In this hybrid role based in Guelph, Ontario, you will own the end-to-end customer journey—from first “Bonjour” to final delivery confirmation—ensuring every brewer, vintner, and distiller feels heard, supported, and inspired to create exceptional beverages.
- • Own a portfolio of key accounts and serve as their single point of contact. Proactively review purchasing patterns, forecast needs, and recommend tailored product bundles (malts, hops, adjuncts, enzymes, lab supplies) that help customers hit flavour targets and cost goals. Your insights will directly influence repeat sales and account growth.
- • Handle 40–60 inbound/outbound interactions daily via phone, e-mail, and chat in both official languages. Resolve billing discrepancies, troubleshoot freight issues, and clarify technical specs for new ingredients while maintaining an average first-response time under two hours and a CSAT score above 90 %.
- • Master complex order orchestration: enter multi-line orders into Microsoft Dynamics, verify inventory across three North-American distribution centres, negotiate spot rates with carriers through the TMS, schedule appointments, and push proactive status updates so customers can plan production brew days without surprises.
- • Act as a cross-functional hub. Translate market feedback into actionable intel for Sales, flag supply risks to Supply Chain, and relay quality observations to Technical Services. Your concise, data-driven notes in Salesforce ensure every department moves in lockstep and customers experience one unified RahrBSG.
- • Champion continuous improvement. Identify pain points in current SOPs, pilot new macros or knowledge-base articles, and mentor junior reps on French etiquette and industry terminology. Your initiatives will shave minutes off average handle time and elevate the entire team’s performance.
- • Maintain immaculate records. Update customer master data, track lot codes for traceability, and ensure pricing agreements are accurately reflected in the ERP. Your attention to detail safeguards food-safety audits and keeps rebate calculations error-free.
- • Embrace lifelong learning. Attend quarterly product-training sessions on new hop varietals, malt specifications, and distilling enzymes; log at least 10 hours of self-directed micro-learning each quarter; and share tasting notes or lab results with customers to reinforce our position as technical partners, not just suppliers.
- • Provide surge support during peak seasons (harvest, holiday packaging) and cover for colleagues’ territories when needed. Your flexibility ensures service levels never drop, even when volumes spike by 30 %.
- • Celebrate the craft. Whether you’re helping a nano-brewery scale their first saison or guiding a cider house through a new tannin addition, your passion for fermentation and customer success will shine through—strengthening RahrBSG’s reputation as the most knowledgeable and responsive supplier in the industry.
🎯 Requirements
- • Must be fluently bilingual in English and French (spoken & written) with professional-level grammar and tone
- • Two-year college certificate OR six months of customer service / inside-sales experience OR equivalent combination of education and experience
- • Advanced proficiency in Microsoft Office (Excel v-lookups, pivot tables) and comfort learning ERP & CRM systems (Microsoft Dynamics & Salesforce experience a plus)
- • Demonstrated ability to manage 40+ daily customer touchpoints while maintaining accuracy and empathy
- • Preferred: hands-on knowledge of home-brewing, fermentation science, or the beer/wine/spirits industry
🏖️ Benefits
- • Competitive hourly pay of CAD $21–25, based on experience
- • Extended health, dental, and vision benefits from day one
- • Generous RRSP with company contribution to help you plan for the future
- • Paid time off and a positive, organized, team-first culture
- • Stability and growth within a 178-year-old, fifth-generation family company that values innovation and sustainability
Skills & Technologies
Hybrid
About Rahr Corporation
Rahr Corporation, founded in 1847, is a privately held U.S. supplier of malt, hops, brewing adjuncts, and fermentation products to craft and industrial brewers, distillers, and food processors worldwide. Headquartered in Shakopee, Minnesota, the company operates malting facilities in Minnesota, Wisconsin, and Idaho, a hop-processing plant in Washington, and global distribution centers. Rahr also owns subsidiaries including Brewers Supply Group, BSG Distilling, and Koda Energy, a biomass-powered energy joint venture. Through technical services, lab support, and ingredient innovation, Rahr helps customers optimize flavor, efficiency, and sustainability across beer, spirits, and fermented food production.
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