Customer Service Representative
Job Summary
This role provides customer service to customers in Canada and the US providing information on products, pricing, order entry, order status, shipping arrangements and warranty inquiries. This position is part of a consolidated Customer Service team of approximately 12 team members reporting to the Customer Service Lead. This is a great role to build customer service experience in a family-oriented work environment.
Position & Work Environment
This role is a full in-office role with no flexibility to work from home as this team does their best work when they are together helping each other with daily work. Our Head Office location is in Markham, Ontario. Working hours are 37.5 hours/week with some flexibility in start/end hours within overall team coverage requirements.
Duties and responsibilities
Qualifications
This role provides customer service to customers in Canada and the US providing information on products, pricing, order entry, order status, shipping arrangements and warranty inquiries. This position is part of a consolidated Customer Service team of approximately 12 team members reporting to the Customer Service Lead. This is a great role to build customer service experience in a family-oriented work environment.
Position & Work Environment
This role is a full in-office role with no flexibility to work from home as this team does their best work when they are together helping each other with daily work. Our Head Office location is in Markham, Ontario. Working hours are 37.5 hours/week with some flexibility in start/end hours within overall team coverage requirements.
Duties and responsibilities
- Enter daily orders from customers either through manual or EDI (electronic data interface) means across a large product offering
- Enter sample requests from customers to warehouses
- Respond to customer inquiries timely resolving product or service problems via email or phone
- Check daily open order and back-order reports to ensure products are being shipped
- Check on order availability/out of stock/shipping or other customer questions
- Work with our Microsoft ERP system for order processing
- Liaise internally with sales employees as needed for customer order questions
- Process warranty and defective product claims
- Understand all pricing processes working with Finance as needed
- Escalate customer concerns when needed
- Assist other team members with daily distribution of work and work coverages
Qualifications
- Post-secondary education preferred
- 2-3 years of similar customer service or inside sales experience supporting order entry and a variety of in-office customer support functions
- Excellent written and oral communication skills to write clear emails to customers and speak to customers on the phone
- Strong Microsoft PC skills and ability to learn new systems quickly
- Attention to detail, inputting/numerical accuracy for order processing
- Experience working in a team environment demonstrating flexibility, adaptability and working in a high-volume, fast paced environment
- Strong analytical and problem-solving skills to understand processes and where customers may be experiencing issues and how to resolve issues
- Preference for French bilingual skills but not mandatory