Customer Service Representative

Department : Pump

Location : Edmonton, AB or Mississauga, ON

WHAT DO WE DO?

We create solutions for the people who keep our world flowing.

For over 85 years, John Brooks Company has been solving fluid handling challenges for customers in various industries / markets across Canada by providing a diverse selection of engineered products and innovative system designs, focusing on customized solutions consisting of filtration, pump, spray, and valve products.

THE ROLE

Under the supervision of the Inside Sales Supervisor, the Customer Service Representative is responsible for the pricing, quoting, and order entry functions for John Brooks pump products, associated with the day to day customer inquiries.

The ultimate strategic goal is to ensure total customer satisfaction while meeting or exceeding the branch sales and profitability targets, among other targets.

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 system
• Focusing 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 action

Provide superior customer service by :

• Working with internal team(s) to proactively expedite on critical orders and / or orders for target accounts
• Keeping customers informed of status of orders, inquiries, shipments, problems, etc.
• Referring to others for technical recommendations as required
• Exhibiting courtesy, patience, and displaying a positive attitude when dealing with all customers
• Building customer relationships focusing on target accounts
• Providing support for Level 1 technical calls
• Understanding what inquiries or issues should be escalated to the Supervisor and asks for assistance, as needed

Assists 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 Rep
• Keeping in regular communication with Outside Sales team informing them directly of any issues, concerns, or problems with their accounts
• Executing quotation follow-up as well as maintaining and updating sales quotation log

Other :

• 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-development
• Other related duties which may be assigned from time to time

Requirements

QUALIFICATIONS

Essential :

• College Diploma in a related field
• Strong written and verbal communication skills
• A 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 attitude
• Must be a collaborative and a supportive team player
• Excellent interpersonal and communication skills
• Excellent attention to detail
• Be able to think on your feet and assist customers in solving problems and demonstrate creativity
• Must demonstrate initiative
• Ability to develop and maintain key relationships with both internal and external contacts
• Excellent planning, organizational, and time management skills
• Must deal with unclear or imprecise requests for information; contacts with customers regarding complaints or service irregularities may be involved
• Must have a passion for learning and staying current with the Company’s products to answer customer questions.
• A demonstrated alignment with John Brooks values; customers first, ownership / accountability, respect, performance excellence, integrity and innovation

Desirable :

• Working knowledge of fluid handling equipment and technical / mechanical processes
• Working knowledge of Enterprise Resource Planning (ERP) and Customer Relationship Management (CRM) software systems

WORK ENVIRONMENT

• Fast-paced environment in a dynamic competitive industry
• Daily customer and inter-departmental / branch communication via telephone calls, faxes, emails, and virtual meetings
• Exposure to deadlines, multiple demands and priorities, multi-tasking, and interruptions

Benefits

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 + incentive
• Competitive vacation
• Paid personal day program
• Generous benefits package that includes coverage for things like medical, dental, paramedical, and vision
• Company Group RRSP with employer matching
• Annual health & wellness subsidy
• Company provided laptop

FUN FACTS

• The average employee tenure is 11 years
• We enjoy celebrating achievements by means of formal service awards, employee achievement awards, and milestone birthdays
• We regularly host social events and gatherings to foster togetherness and fun

We 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.