JOB SUMMARY:
· The Customer Service Representative (CSR) is required to always provide a high level of customer service to Canadian and International retail customers as well as sales representatives while striving to achieve business targets through superior communication skills.
· You will focus on creating the best customer experience possible while building quality relationships and promoting the company’s products.
· You will model the company’s values and behaviours to achieve service excellence, meet and exceed organizational objectives and support fiscal responsibility.
PRIMARY DUTIES & RESPONSIBILITIES:
· Respond to incoming Canadian and International retail customer and sales representative order and product enquires, via phone and e-mail, in a way that enhances the company’s image and maintains customer loyalty while maximizing the company’s bottom line.
· Accurately process orders via e-mail, EDI, API & 3rd party customer web platforms within ERP/WMS systems.
· Review, analyze and prioritize sales orders that are received throughout each day.
· Generate reports to understand the status of an order concerning delivery schedules, inventory on hand, special customer value-added requirements, etc.
· Timely response to enquires from retail customers and the sales team about product, pricing, promotions, inventory, shipping, tracking, and invoicing.
· Generate long-term customer satisfaction by building genuine relationships.
· Cross-selling and up-selling by assisting customers in finding products that meet their needs.
· Enhance the sales process by identifying opportunities, understanding customer motivation, and effectively responding to objections.
· Address challenging customer situations with care and focus on finding solutions to their concerns.
· Continually use available resources, marketing and training materials, to stay current in product/ promotional knowledge, customer service and computer technology skills that are essential for successful communication.
· Work collaboratively with internal departments (Sales, Accounting, Purchasing & Logistics, Warehouse) to resolve issues regarding credit holds, short payments, inventory availability/allocation, and value-added services.
· Handling general enquiries, product information, return authorizations and referring escalated calls or e-mails to the appropriate management personnel.
EDUCATION, EXPERIENCE & SKILLS:
· College diploma and or a University degree required.
· 1-3 years of customer service, account management and/or sales support experience.
· Excellent verbal and written communication and interpersonal skills.
· Strong analytical abilities along with a high degree of problem-solving skills.
· Proven organizational and time management skills.
· Strong proficiency with the Microsoft Office Suite including Word, Excel and Outlook.
· Bilingual in French/English is an asset.
Job Type: Full-time
Pay: $20.00-$21.00 per hour
Expected hours: 40 per week
Benefits:
- Dental care
- Disability insurance
- Extended health care
- Life insurance
- Paid time off
- Profit sharing
- RRSP match
- Vision care
Schedule:
Ability to commute/relocate:
- Richmond Hill, ON L4B 1B3: reliably commute or plan to relocate before starting work (required)
Education:
- Secondary School (preferred)
Experience:
- Call center: 1 year (preferred)
- Customer service: 1 year (required)
Work Location: In person
