Job Summary
We are seeking a dynamic and customer-focused Customer Service Representative to join our team. The Customer Service Representative will be responsible for delivering responsive day-to-day customer support while managing assigned accounts to ensure service excellence, customer satisfaction, and business continuity. This role processes orders, responds to inquiries, coordinates with internal departments, resolves issues in a timely manner, and supports the growth and retention of key accounts through proactive communication, relationship management, and follow-up.
Responsibilities
- Receive, process and enter sales orders/returns into SYSPRO and correspond with customers regarding product delays and revised shipping dates, ensuring production can meet requested shipping dates.
- Source freight carriers with the best pricing and schedule shipments in a timely manner.
- Resolve product or service issues by clarifying customer complaints, determining the cause, explaining the best solution, and following up to ensure resolution.
- Resolve customer complaints quickly and tactfully, escalating concerns as required by company policy when a resolution cannot be made personally.
- Maintain thorough knowledge of products and services and provide recommendations based on customer needs.
- Prepare product or service reports by collecting and analyzing customer information.
- Provide information to customers concerning goods, schedules, rates, and policies in response to telephone and email inquiries.
- Build sustainable relationships of trust through open and interactive communication.
- Meet the needs of customers’ unique requests to ensure complete customer satisfaction.
- Keep records of customer interactions, process customer accounts, and file documents.
- Communicate effectively between various departments.
- Manage assigned key accounts by building strong, long-term customer relationships and serving as the primary point of contact for strategic client needs.
- Coordinate with internal departments, including Production, Scheduling, R&D, QC, Shipping, and Finance, to ensure the timely delivery of products, services, and resolutions for key accounts while maintaining a high level of customer satisfaction.
- Monitor account activity, prepare status updates, and follow up on customer issues, service levels, and business opportunities to support retention and account performance.
- Support inventory checks and provide availability checks.
- Monitor Buggy Report to ensure customers return buggies in a timely manner.
- Review customer inventory against sales order delivery dates for prompt deliveries.
- Onboarding new customers as required.
- Provide reception relief and other duties as required.
Qualifications
- Proficient in Microsoft Office (Word, Excel, Outlook, PowerPoint).
- Excellent mathematical skills, including conversions.
- ERP/SYSPRO experience preferred.
- Minimum education: completion of secondary school; completion of some college or other post-secondary programs may be required.
- Minimum experience: at least 3-5 years of customer service experience.
This recruitment process does not use artificial intelligence to screen or assess candidates
Pay: Up to $65,000.00 per year
Benefits:
- Company events
- Dental care
- Employee assistance program
- Extended health care
- Life insurance
- On-site parking
- Paid time off
- RRSP match
- Vision care
Application question(s):
- Do you have experience entering sales orders/returns into SYSPRO?
- Do you have 3-5 years of customer service experience?
Work Location: In person
