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The Collective
Client Services RepresentativeThe Collective • Mississauga, ON, CA
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Client Services Representative

Client Services Representative

The Collective • Mississauga, ON, CA
13 days ago
Job type
  • Full-time
Job description
Job Role: Your primary role will be to provide Client Service support with a focus on Service and Claims. Working closely with Account Managers, Client Service and CAD team members, you will be a primary point of contact for our clients, manufacturers, installation partners, and the rest of The Collective team.You will be responsible for providing prompt response to inquiries, and for ensuring our proposed solutions are ordered with a high degree of accuracy. In this role, you will also be required to coordinate installation, on-site resources, and communicate directly with design professionals, general contractors and other key contacts to ensure assigned projects are completed and client expectations are met. A primary focus will be on Service & Claims and will include the following duties and responsibilities but not necessary be limited to the following activities: - Determining full extent of deficiencies, warranty and service issues - Processing all deficiency, warranty and service issues - Order all product with regard to deficiencies, warranties and service - Following up with manufacturers on above product - Scheduling all products with the necessary installation company - Site Walk Through with Sales or PM as requires for complex projects - Deficiency Tracking with correct code and description of issue/ownership - Primary Escalation with CSR Team Lead when Required - Secondary Escalation with Director of Operations as Required - Submit Chargeback approvals to Finance for billing purposes with the necessary back up required. - Handling all Mockup requests including ordering product and scheduling setup - Manufacturer Delay Notification Tracking/Review, Escalation and Cost Containment - Standardize Weekly Open Deficiency Reporting and Follow Up for CAD/Client Service and Sales - Standardize Monthly Open and Closed Deficiency Reporting for the Executive Team - Draft Service Level Expectations of the role with the Director of Operations to improve turnaround times, cost containment and client experience. - Review and Provide Recommendation for the Deficiency Module to improve user ability and tracking - Review Implementation of Automated Deficiency Reporting The secondary focus of this role will include Project Coordination of medium to large complex projects and accounts. The duties and responsibilities of the position would also include, but not necessarily be limited to, the following activities: - Preparing Delivery and Installation Paperwork - Tracking projects from onset through to completion - Reviewing quotes for accuracy and completeness - Processing Order Acknowledgements - Tracking and reporting on status of all orders - Completing change orders - Processing and resolving all deficiency and warranty issues - Invoicing completed projects - Providing back-up coverage for vacation and illness - Other duties as assigned from time to time Qualifications: - 2+ years of progressive experience working in a similar role in the office furniture industry is an asset - Post-secondary diploma or degree in Business Administration or Business Management would be beneficial - Experience in developing personal time management and organizational skills - Required to undertake multiple projects or facets of various projects - Experience liaising with manufacturer partners in a constructive and professional manner - Proficiency in MS Office, including Word, Excel and Office 365 - Strong working knowledge of 20/20 is beneficial
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Client Services Representative • Mississauga, ON, CA

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