Position Summary
The Technical Customer Service Representative provides knowledgeable support to customers by answering product-specific questions, recommending appropriate industrial solutions, and ensuring that orders are processed accurately and on time.
Key Responsibilities
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Respond to customer inquiries related to industrial product specifications, applications, and usage.
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Recommend suitable products and solutions based on customer needs and site requirements.
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Process incoming quotes and orders accurately, track order status, and communicate updates clearly to customers.
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Coordinate with sales teams, sales specialists, and customer service representatives for product-specific questions.
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Maintain accurate customer records, quotes, and communications in systems.
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Process daily reports for order status and follow up accordingly.
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Provide clear and timely updates on product availability, lead times, and delivery schedules.
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Coordinate onsite visits with clients and sales specialists.
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Deliver training to customer service representatives on effectively asking targeted product-related questions to better understand customer needs.
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Support business development by identifying additional product opportunities and cross-selling when appropriate.
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Proactively identify customer needs and recommend relevant products or upgrades to maximize sales opportunities and enhance customer satisfaction.
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Additional responsibilities may be assigned as needed to support evolving team, departmental, or organizational goals.
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Adhere to all health and safety policies, actively maintain a safe work environment, and promptly report any hazards, incidents, or unsafe conditions to a supervisor.
Required Qualifications
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High school diploma or equivalent.
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Minimum 3-5 years of customer service experience or equivalent.
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Post-secondary education in a related field (asset).
Skills and Competencies:
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Tailors communication style and content to suit different audiences and contexts. Facilitates two-way communication by encouraging feedback and adjusting messaging accordingly. Conveys complex information in a clear, concise manner.
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Understands key product features, applications, and benefits, and can explain them clearly to others.
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Breaks down complex issues, evaluates possible options, and selects effective solutions. Applies critical thinking to overcome obstacles.
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Manages time and tasks effectively with guidance. Keeps work area and materials orderly. Meets deadlines for routine activities.
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Uses basic functions in Word, Excel, PowerPoint, Outlook, and Teams.
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Navigates ERP system to complete basic tasks (e.g., order entry, lookups).
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Logs activities and updates records regularly with support in CRM systems.
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Works cooperatively with team members and willingly assists others when needed. Shares information and communicates respectfully to support group efforts. Participates in team activities and follows group norms.
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Maintains a positive attitude during routine challenges and recovers from setbacks with support.
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Completes tasks with care and checks work for accuracy. Follows instructions and established procedures to avoid errors. Notifies others when discrepancies or issues arise.
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Takes responsibility for assigned tasks and follows through on commitments. Acknowledges mistakes and seeks guidance when needed. Meets deadlines under supervision and adheres to established procedures.
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Understands the importance of customer satisfaction and provides courteous service. Responds to customer requests in a timely and professional manner.
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Fluently communicates in both French and English across a range of routine and professional tasks; consistently understands and responds to instructions, inquiries, and conversations with ease.
Working Conditions
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Hybrid work model: 4 days in office, 1 day remote.
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40-hour work week.
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