Customer Service Representative (12 month contract)

WHAT DO WE DO?

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

For over 80 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.

This is a 12 month Contract.

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

WORK ENVIRONMENT :

• Fast-paced environment in a dynamic competitive industry
• Branch office location
• 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

Requirements

QUALIFICATIONS

Essential :

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 :

College Diploma in a related field

Working knowledge of fluid handling equipment and technical / mechanical processes

Working knowledge of Enterprise Resource Planning (ERP) and Customer Relationship Management (CRM) software systems

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.

FUN FACTS

The average employee tenure is 9 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.