Customer Services Representative

Job Description

Job Description

The Customer Service Representative is responsible for processing orders, making modifications, and escalating complaints and customer inquiries across several communication channels. You are a key point of contact for our external customers and internal sales team as well as providing key customer information to other functions within the group. The focus of this position is to provide best-in-class service to our customers, satisfying their needs while balancing the goals and objectives set forth by our organization.

Duties and Responsibilities

• The Customer Service Representative will maintain a positive, empathetic, and professional attitude toward customers always.
• Responding promptly to customer inquiries with updated information regarding deliveries or changes in an efficient and professional manner.
• Communicating with customers through various channels advising of both positive and unfortunate news.
• Plan and proactively maintain customers who have order cadence patterns
• Acknowledge track and resolve customer complaints.
• Open accounts for new customers by securing all relevant information.
• Knowing our products inside and out so that you can assist with customer inquiries.
• Accurately process orders, credits, RMA’s invoices and all other related processes.
• Keeping records of customer interactions, transactions, comments, and complaints.
• Escalate complex customer issues to other department members and/or manager for assistance as needed.
• Providing feedback on the efficiency of the customer service process
• The Customer Service Representative ensures customer satisfaction and provide professional customer support.
• Other duties as assigned

Essential Qualifications

• The Customer Service Representative has knowledge of customer service principles
• Strong organizational skills
• Exceptional time management and comprehension skills
• Excellent verbal and written communication abilities
• The ability to remain calm in a fast paced, high-volume environment
• Solid computer skills / report and customer documentation
• Experience with a CRM asset
• J.D. Edwards experience preferred or MRP knowledge
• Strong work ethic

Education and Experience

• OSSD
• Post Secondary Education preferred - business or operations related
• At least 3 years’ experience in customer service
• Customer Service experience in a manufacturing/industrial setting considered an asset
• J.D. Edwards experience or MRP knowledge considered an asset

Language Skills:

• Ability to read, write, and speak English.

Physical Demands: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• While performing the duties of the Customer Service Representative, the employee is regularly required to talk or listen.
• Required to stand, walk, and use hands to fingers, handle, feel, reach with hands and arms, stoop, kneel, crouch, climb or crawl.
• Ability to lift and/or move up to 20 pounds.
• The individual possesses fine hand manipulation (keyboarding) skills.

Work Environment: The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Office setting with occasional exposure to a manufacturing environment
• This role routinely uses standard office equipment such as a computer, phone, printer/scanner, and filing cabinets.
• Hands-on engagement with co-workers, leaders, and internal teams