Job Description
Job Description
Department : Dynablast
Location : Mississauga (also open to candidates in Laval QC)
WHAT DO WE DO?
For more than 35 years, Dynablast has been a leading supplier of Pressure Wash Equipment, Components and Light Construction Equipment. We are a division of John Brooks Company Limited, which is a well-respected leading supplier of Fluid Handling Solutions to the Canadian Manufacturing and Processing Industry with branches across Canada, and has been in business for over 80 years!
Today, Dynablast continues to offer strong & well recognized brand names from within our industry, a full line of ETL & CSA certified equipment, strong inventory, next day shipping, and a team committed to our partners, our customers.
THE ROLE
We are currently searching for a Bilingual Customer Service Representative! Under the supervision of the Customer Service Supervisor, the CSR constantly strives to provide exceptional customer service and extensive technical & application-based knowledge to our customers. Making up a core component of the Dynablast Sales team, the CSR will demonstrate a passion for learning about Company products and will articulate those with perfection to customers. As well, the position is responsible to ensure all customer inquiries and issues / problems are resolved within the specified timeframe, thus, maintaining high customer satisfaction. Our ideal candidate is someone who demonstrates a high level of initiative, rigor, passion for the industry, and maintains a “customer first” mindset.
DUTIES & RESPONSIBILITIES
Ensure a timely, professional response to all customer inquiries by :
- Defining customer requirements – delivery, product, price, product identification, order status, etc.
- Providing quality quotes
- Coordinating with suppliers as necessary
- Sending out technical information when appropriate
- Providing feedback regarding order & shipment status
- Referring advanced technical inquiries to the appropriate personnel
Efficient and timely entry of customer orders into order entry system by :
Developing a detailed knowledge of the order entry systemFocusing on details – ensuring correct price, product number, description, etc.Identifies any low stock / stock out issues and escalates it to the appropriate person(s) for review and actionProvide superior customer service by :
Working with internal team(s) to proactively expedite on critical orders and / or orders for target accountsKeeping customers informed of status of orders, inquiries, shipments, problems, etc.Referring to others for technical recommendations as requiredExhibiting courtesy, patience, and displaying a positive attitude when dealing with all customersBuilding customer relationships focusing on target accountsProviding support for Level 1 technical callsUnderstanding what inquiries or issues should be escalated to the Supervisor and asks for assistance, as neededAssists the Outside Sales Teams by :
Having a strong awareness of company, branch, and territory targets and strategies (i.e. : Target Accounts)Identifying and sharing leads / opportunities to the appropriate Outside Sales RepKeeping in regular communication with Outside Sales team – informing them directly of any issues, concerns, or problems with their accountsExecuting quotation follow-up as well as maintaining and updating sales quotation logOther :
Implement the company’s strategies and vision by acting on opportunities to “up-sell” or “cross sell” with customers for expanding business and encouraging the “systems approach”Responsible for appropriate, timely and consistent self-developmentOther related duties which may be assigned from time to timeRequirements
Essential :
College Diploma in a related fieldStrong written and verbal communication skills in both French and EnglishA minimum of 1-3 years of related experience (B2B customer service)Advanced computer skills; proficient with Microsoft Office Suite (Excel, Word etc.)Must exude an enthusiasm, passion, confidence, and an optimistic attitudeMust be a collaborative and a supportive team playerExcellent interpersonal and communication skillsExcellent attention to detailBe able to “think on your feet” and assist customers in solving problems and demonstrate creativityMust demonstrate initiativeAbility to develop and maintain key relationships with both internal and external contactsExcellent planning, organizational, and time management skillsMust deal with unclear or imprecise requests for information; contacts with customers regarding complaints or service irregularities may be involvedMust have a passion for learning and staying current with the Company’s products to answer customer questionsA demonstrated alignment with John Brooks values; customers first, ownership / accountability, respect, performance excellence, integrity and innovationDesirable :
Working knowledge of fluid handling equipment and technical / mechanical processesWorking knowledge of Enterprise Resource Planning (ERP) and Customer Relationship Management (CRM) software systemsWORK ENVIRONMENT
Fast-paced environment in a dynamic competitive industryDaily customer and inter- departmental / branch communication via telephone calls, faxes, emails, and virtual meetingsExposure to deadlines, multiple demands and priorities, multi-tasking, and interruptionsBenefits
Canadian founded and owned, John Brooks Company has doubled in size in the last 7 years to over 200 employees across the country. Since 1938, we have worked hard to build & nurture an entrepreneurial environment, where creative thought and initiative are encouraged; this is a place where your ideas matter! If you have a strong work-ethic, passion, and determination, we’ll provide the tools you need for success. We will help you grow so that we can continue growing.
WHAT’S IN IT FOR YOU?
Competitive remuneration including base salary + incentiveCompetitive vacationPaid personal day programGenerous benefits package that includes coverage for things like medical, dental, paramedical, and visionCompany Group RRSP with employer matchingAnnual health & wellness subsidyFUN FACTS
The average employee tenure is 9 yearsWe enjoy celebrating achievements by means of formal service awards, employee achievement awards, and milestone birthdaysWe regularly host social events and gatherings to foster togetherness and funWe are committed to providing equal opportunities for persons with disabilities. Accommodations are available at all stages of the recruitment process, at the candidate’s request.
