Customer Service Subject Matter Expert

The Customer Service Subject Matter Expert contributes to Cognizant’s Contact Center for Foodservice success by providing support to the Selling Team, field partners, and Direct Customers. This person will handle service and delivery inquiries and resolve concerns for one or more of Cognizant’s Food Service Clients. They establish and maintain Gold Standard business relationships and maintain predetermined brand distribution percentages for the customer base. This position receives and responds to inbound call inquiries and communications from customers, marketing associates, and other customer service representatives. The position also makes outbound calls and processes other tasks as and when required. This role also provides day-to-day leadership support to the associates on their team and the broader team. This role is fully remote for candidates living in Canada.

In this role, you will

• Offer Sales & Sales Support interactions from Customers and Sales Associates (via phone, email, and teams chat) such as general inquiries, feedback, incidents, and order management as well as escalations.
• Use computerized systems for tracking, information gathering, and/or troubleshooting.
• Answer basic questions and resolve basic problems.
• Document issues, identify, and take appropriate actions to resolve inquires including those related to, but not limited to, order entry, order modification, customer billing and payments, pricing, reporting, and customer facing applications.
• Actively re-direct incoming callers to self-service options
• Perform proactive outbound follow-up communications as necessary
• Process orders and other related voice and non-voice tasks as needed to meet client needs
• Provide daily leadership support to their direct team and the broader team
• Drive productive and advise on productivity improvements and initiatives for the project they support
• Open to support additional projects as needed

Required skills: what you need to be considered

• A High School Diploma or equivalent is required
• At least 2 years of Customer Service experience
• Previous call center experience is preferred but not required
• Previous experience in foodservice or foodservice distribution is preferred but not required.
• A self-starter that demonstrates customer service skills.
• Ability to select and apply standard policies and procedures.
• Ability to resolve routine problems and questions independently.
• Ability to pay close attention to detail and use time effectively.
• Excellent oral and written communication skills with good vocabulary, proper grammar, and the ability to independently compose routine written communications.
• Ability to work in a fast-paced team environment.

Requirements for Working From Home

• A private and secure space to do work uninterrupted by others in the home.
• Must connect to the internet with a CAT 7 Ethernet cord or higher. Using a WiFi connection is not allowed.
• All equipment needed for the job will be provided, but not the Ethernet cord

We're eager to meet people who share our mission and can make an impact in various ways. Don't hesitate to apply, even if you only meet the required skills listed. Your transferable skills and experiences matter—help us see how you the right person for this role.

Cognizant will only consider applicants for this position who are legally authorized to work in Canada without requiring employer sponsorship, now or at any time in the future.

Working arrangements

We strive to provide flexibility wherever possible. Based on this role’s business requirements, this is a remote position open to qualified applicants in Toronto, where our hubs are located. Regardless of your working arrangement, we are here to support a healthy work-life balance though our various wellbeing programs.

The working arrangements for this role are accurate as of the date of posting. This may change based on the project you’re engaged in, as well as business and client requirements. Rest assured; we will always be clear about role expectations.

Post closing date

Applications will be accepted until September 19, 2025.