Customer Service Representative
Job Summary
This role provides customer service to customers in Canada/US/internationally providing information on products, pricing, order entry, order status, shipping arrangements and warranty inquiries. This position is part of a Customer Service team of approximately 10+ team members.
Position & Work Environment
This is a full time role working in our Head Office location in Markham, Ontario. Work hours are 37.5 hours/week with some flexibility in hours within overall team coverage requirements and starting hours are typically between 8-9:00 am daily. This is a great role to build customer service experience and this is not a call center environment. There are more customer emails and order entry than customer phone calls.
Our head office is in Markham, Ontario and we work in a hybrid work environment and we adjust this as needed. This supports collaboration and a great in-person team work environment. New employees must be able to work independently after their training to be able to work at home on a limited basis.
Duties and responsibilities
Qualifications
We thank all applicants for their interest; however only those who best meet the qualifications and our expectations for this role will be contacted. No solicitation of agency services, please.
Browne is an equal opportunity employer, welcomes diversity, and encourages all qualified applicants interested in joining the team to submit their resume and portfolio. We are pleased to accommodate individual needs of job applicants throughout the recruitment and selection process in accordance with the Ontario Human Rights Code and the Accessibility of Ontarians with Disabilities Act, 2005 (AODA). If you require accommodation at any time throughout the recruitment process, please notify us.
This role provides customer service to customers in Canada/US/internationally providing information on products, pricing, order entry, order status, shipping arrangements and warranty inquiries. This position is part of a Customer Service team of approximately 10+ team members.
Position & Work Environment
This is a full time role working in our Head Office location in Markham, Ontario. Work hours are 37.5 hours/week with some flexibility in hours within overall team coverage requirements and starting hours are typically between 8-9:00 am daily. This is a great role to build customer service experience and this is not a call center environment. There are more customer emails and order entry than customer phone calls.
Our head office is in Markham, Ontario and we work in a hybrid work environment and we adjust this as needed. This supports collaboration and a great in-person team work environment. New employees must be able to work independently after their training to be able to work at home on a limited basis.
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
- Work with Manager for order availability/out of stock/shipping or other questions
- Work with internal systems for order processing to 2 warehouses
- Learn the ERP system used for orders (Microsoft Business Central)
- Liaise internally with sales employees as needed for customer order questions
- Process warranty and defective product claims
- Understand all pricing processes working with Finance to release orders if on credit hold
- Escalate customer concerns when needed
- Assist other team members with daily distribution of work and for coverages
Qualifications
- Post-secondary education preferred
- 2+ years of similar office 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 throughout North America and to respond to phone inquiries – most customer inquiries are by email
- Strong Microsoft computer skills and ability to quickly learn in-house systems
- Attention to detail is critical for 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 problem-solving skills to understand processes and where customers may be experiencing issues and how to resolve issues internally
- Any additional language skills are preferred but not necessary
We thank all applicants for their interest; however only those who best meet the qualifications and our expectations for this role will be contacted. No solicitation of agency services, please.
Browne is an equal opportunity employer, welcomes diversity, and encourages all qualified applicants interested in joining the team to submit their resume and portfolio. We are pleased to accommodate individual needs of job applicants throughout the recruitment and selection process in accordance with the Ontario Human Rights Code and the Accessibility of Ontarians with Disabilities Act, 2005 (AODA). If you require accommodation at any time throughout the recruitment process, please notify us.