Customer Care Administrator

The Organization:

Wholesome Kids Catering is a leading catering company with a purpose to Nourish Lives.  We provide healthy, delicious, child-friendly meals, and snacks to childcare centres and schools. Our caring, experienced staff are passionate about providing great food and great service to all our customers. Tasty, child-focused menus reflect our successful ‘Eat Grow Thrive’ philosophy, which combines excellent nutrition with flavors and foods children love to nourish their life. Our culture is rooted in trusted partnerships, integrity, and continuous growth. We show up engaged, supportive, and focused on making a positive impact on our clients, customers, teammates, and the communities we serve. Wholesome Kids Catering has a strong and proven track record of growth, and we want to continue and develop stronger sales plans and targets for aggressive growth over the next 5 years. 

The Role:

A team player, who strives for excellence with the best outcome for our customers. You have great problem-solving skills and like to think outside of the box to find creative solutions. You can work in a fast-paced environment with an amazing group of people. You take pride in delivering exceptional customer service with integrity, accuracy, and accountability. You are curious, investigative, and not satisfied with the status quo, and could find positive solutions for our customers’ needs. Your focus is on growth, collaboration, and learning for yourself and the company to benefit our customers. You are passionate about technology and continuously look for opportunities to simplify processes through automation, AI and digital tools. You enjoy working with data, learning new systems, improving workflows and helping teams become more efficient.

The Customer Care Administrator plays a vital role in ensuring that the Customer Care Team is supported daily by managing administrative processes and supports teams to maintain high service standards.  They coordinate with internal departments to resolve issues, maintain accurate customer records, and support operational workflows. By managing daily operations and supporting various teams, the Customer Care Administrator helps to foster customer satisfaction and loyalty to the company. 

Success:

• As a trusted partner and ambassador for Wholesome Kids Catering, success will be determined by:
• Support Customer Care Representatives with ERP administration and customer data maintenance.
• Prepare reports, dashboards, and Excel-based analysis.
• Maintain accurate customer records and documentation.
• Coordinate administrative projects and departmental initiatives.
• Support continuous improvement through automation, AI, and process optimization.
• Escalate complex customer issues appropriately.
• Contribute to innovation initiatives that enhance the customer experience.
• Ensure accurate and timely maintenance of customer records, documentation, and system data.

Key Performance Indicators:

• Customer response time
• Data accuracy
• CRM/ERP data integrity
• Report accuracy
• Customer satisfaction
• SLA compliance
• Process improvement initiatives completed
• Administrative turnaround times

Required Skills, Knowledge and Abilities:

• Excellent verbal and written communication skills, with the ability to build positive relationships across all levels of the organization and with customers.
• Strong customer-focused mindset with a commitment to delivering exceptional service and upholding company values.
• Professional, personable, and able to interact effectively with diverse stakeholders while maintaining confidentiality and professionalism.
• Strong analytical, problem-solving, and critical thinking skills with exceptional attention to detail and accuracy.
• Advanced Microsoft Excel skills, including Pivot Tables, XLOOKUP, Power Query, and complex formulas.
• Proficient with CRM and ERP systems (e.g., HubSpot, Microsoft Dynamics/Navision) and comfortable learning new technologies.
• Strong aptitude for digital tools, AI productivity platforms, workflow automation, data reporting, and process improvement.
• Highly organized with excellent time management skills and the ability to manage multiple priorities and meet deadlines in a fast-paced environment.
• Demonstrated ability to collaborate across departments to resolve issues, recommend solutions, and support cross-functional initiatives.
• Self-motivated, adaptable, and results-oriented, with the ability to work independently and as part of a team.
• Experience creating reports, maintaining accurate customer records, and ensuring data integrity.
• Comfortable working in a performance-driven environment with established KPIs and service level agreements (SLAs).
• College diploma or university degree in Business Administration or a related field is preferred.
• Previous experience in customer service, customer care, or an administrative support role is preferred.
• Strong verbal and written English communication skills; bilingualism in French is considered an asset.

Process Improvement & Technology:

• Identifying process improvements
• Leveraging AI tools to improve productivity
• Supporting CRM and ERP optimization
• Assisting with testing during system upgrades
• Creating dashboards
• Developing reports
• Documenting processes
• Maintaining data integrity
• Supporting workflow automation
  

Qualifications: 

• College diploma or university degree in Business Administration or a related field is preferred.
• Minimum of 4–5 years of experience in customer care, customer service, or a client-facing administrative role, serving as a primary point of contact for customers.
• Minimum of 2 years of experience in data entry, reporting, or customer record management. A combination of customer care and data management experience will be considered.
• Intermediate proficiency in Microsoft Office Suite, including Excel, Word, Outlook, and PDF applications, with strong Excel capabilities.
• Experience working with CRM and/or ERP systems, preferably HubSpot and/or Microsoft Navision (Dynamics NAV).
• Proficiency using Adobe Acrobat or similar PDF editing software.
• Knowledge of food production, nutrition, or the food service industry is considered an asset.
• Knowledge of childcare legislation, licensing requirements, or the childcare sector is considered an asset.
• Safe Food Handler Certification, or the ability to obtain certification, is considered an asset.
• A clear Vulnerable Sector Check (VSC) is required. 
  

Team Collaboration:

• Builds collaborative relationships with Sales, Operations, Shipping, Marketing, and other internal stakeholders to deliver an exceptional customer experience.
• Follows company charter and is aligned and exhibits company values.
• Participates in culture events and activities and recognizes others for exhibiting company values.
• Participates in additional projects or added responsibilities as needed.  

At Wholesome Kids Catering, you'll play an important role in delivering an exceptional customer experience. Your contributions will help strengthen customer relationships, support operational excellence, and contribute to our mission of Nourishing Lives.

Direct Reports: None

Job Type: Full-time, Permanent

Schedule: 8 Hour shift; Monday to Friday in Office

Work Location: Markham

Salary: $45,000–$50,000 annually, plus performance-based bonus tied to customer satisfaction and retention.

*Wholesome Kids Catering is an equal opportunity employer and is committed to providing accommodation in accordance with the Accessibility of Ontarians with Disabilities Act. If you require accommodation throughout the recruitment and selection process, we will work with you to meet your needs. We thank all those applicants who have applied; however, only those selected for an interview will be contacted*