Company :
Established in the 1950s, our client is a leading product and service provider specializing in industrial tools, systems, and equipment.
They have over 200 distributors across Canada supported by a nationwide sales, distribution, and service network. They are committed to providing high-quality, state-of-the-art, efficient products for customers, while saving them money and respecting the environment.
PERKS :
- Benefits : Medical, Dental, Vision
- Pension Plan and RSP matched by company 3%
- Excellent salary and great place to work
- Life Insurance. STD, LTD
- Gym membership with Goodlife
- Tuition reimbursement
- North American Training Academy
- Holiday parties and other monthly social events
- Open door management that promotes employee trust and autonomy
Responsibilities
Job Summary :
The Customer Service Representative responds to incoming customer calls relating to parts or machines and process customer orders.
In this role, you will listen to and resolve customer needs in a manner that elevates their overall customer experience.
Responsibilities :
- Order management of assigned customer accounts including quotes, order entry, order follow up
- Maintain a good image of the Company and build good relations with internal / external customers in handling their queries, complaints, etc.
- Inform clients about services and products available, and make recommendations where possible
- Handle disgruntled or dissatisfied callers in a courteous and professional manner. Strive to resolve client issues on the first call without escalation.
- Prepare and distribute open order reports to all impacted stakeholders. Reports will include the status of all open orders, expected ship dates, expedites where available and additional pertinent information.
- Coordinate with internal suppliers and colleagues for order inquiries, expedites and issue resolution
- Expedite customer orders at customers request and whenever possible
- Participate in customer collaboration meetings
Qualifications
Skills and Abilities :
- A minimum of 3 years of full Order Management
- Must be Fully Bilingual English and French
- Strong customer service and troubleshooting skills
- Computer literate, including effective working skills of MS Office and Lotus Notes
- Exceptional conflict resolution, negotiation, and objection handling skills
- Customer Focus
- Excellent interpersonal skills
- Teamwork
- Able to work well under pressure
- Strong attention to detail
- Able to deal with people sensitively, tactfully, diplomatically, and professionally at all times.
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